This role supports older Australians and their families during an important and often emotional stage of their care journey. You will guide customers through the onboarding and care planning process, ensuring they feel informed, supported, and confident as their services are activated.
This is not a sales role. Customers are already qualified when they reach you, so your focus will be on assessment, education, and activation rather than persuasion.
About the Role
You will play a critical role in conducting initial assessments and onboarding customers, helping them meet their needs and achieve their goals to live independent, safe, and fulfilling lives at home.
You will develop agreed care plans and budgets, ensuring customers are correctly activated within the required systems. The role involves regular engagement with family members and representatives, so empathy, clarity, and calm communication are essential when supporting people through periods of change.
* Conduct virtual care planning sessions, including preparation and follow up
* Complete assessments and identify health and wellbeing risks
* Build care plans and customer budgets
* Activate customers through portal
* Support customers and families via phone, email and video
* Troubleshoot onboarding issues
About You
You are emotionally mature, process driven and comfortable having sensitive conversations. You understand the social impact of ageing and care transitions. You are confident with technology and enjoy working as part of a collaborative, experienced team.
* Background in aged care, My Aged Care, ACAT, insurance claims or complex customer service mandatory
* Strong communication and attention to detail
* Comfortable discussing funding and care options
* Tech confident and adaptable
* $75,000 to $82,000 plus super
* 8:30am to 5:30pm, Monday to Friday - No weekends
* Hybrid working with three days working from home
If you want a role where your judgement and empathy make a real difference, we would love to hear from you. For any specific questions, please contact Emma on
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