Associate Business Analyst – Gurugram, India | EXL
EXL
Support business process reviews, requirements documentation, and entry-level data analysis. Work with senior analysts and project teams in a hybrid role based in Gurugram.
Open
Palm Lake Care is an Australian provider of residential aged care and related wellbeing services, operating multiple care homes in regional communities. Its teams support residents through 24-hour nursing, personalised residential, respite and palliative care, alongside on-site allied health services such as medical, physiotherapy and speech pathology care. The organisation also delivers hospitality, lifestyle and community-focused programs designed to promote resident comfort, connection and engagement.
Customer Experience Support – Residential Aged Care Admissions, Toowoomba
Support residential aged care admissions at Palm Lake Care in Toowoomba. Guide families and referral partners through enquiries, tours, documentation, and resident move-ins.
Description
- Oversee the complete admissions process from the first enquiry, assessment, and tour through agreement, move-in, and the resident’s first 28 days
- Assist prospective residents, families, hospitals, health professionals, My Aged Care contacts, and community partners
- Lead considerate tours and provide prompt, tailored follow-up
- Prepare Resident Care Agreements, fee details, and admission paperwork
- Develop referral relationships with hospitals, social workers, health professionals, and community organisations throughout Toowoomba and the Darling Downs
- Work with operational, clinical, and care teams to coordinate appropriate admissions and deliver a person-centred welcome
- Keep enquiry, waitlist, and admissions information accurate and up to date
- Maintain the CRM pipeline and move vacancies forward efficiently
- Track conversion activity, family feedback, and local market insights to support occupancy and strengthen the customer experience
Requirements
- Proven success in residential aged care admissions, healthcare intake, retirement living, client services, relationship management, or consultative sales
- A warm, composed, and respectful manner when supporting families through time-sensitive or emotional decisions
- Confidence handling enquiries, waitlists, follow-up workflows, conversion metrics, and performance targets
- Strong administrative capability and meticulous attention to detail when managing agreements, resident records, fee information, and compliance documents
- Excellent written and verbal communication skills
- Ability to explain complex information in a clear and sensitive way
- Comfort using Microsoft Office and CRM or customer-management systems, with the ability to learn new platforms
- Knowledge of My Aged Care, residential aged care admissions, funding arrangements, or referral networks is highly regarded
- Current National Police Check or willingness to obtain one
- Valid national police check and successful pre-employment medical assessment required
Benefits
- Superannuation
- Permanent full-time employment
- Purpose-led work with a direct impact on residents and their families
- Support from an established aged care provider and a collaborative local team
- Employee Assistance Program
- Palm Lake Care staff perks
- Complimentary beverages, treats, fruit, and snacks
- Free, confidential assistance through the Employee Assistance Program
- Smoke-free workplace
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