This role supports older Australians and their families during an important and often emotional stage of their care journey. You will guide customers through onboarding and care planning, ensuring they feel informed, supported and confident as services are activated.
This is not a sales role. Customers are already qualified when they reach you. Your focus is assessment, education and activation rather than persuasion.
About the Role:
You will lead structured Personal Care Planning sessions and guide customers or their representatives through a clear and well-documented onboarding process. You will develop agreed care plans and budgets and ensure customers are activated correctly through required systems. You will often engage with family members or representatives. Empathy, clarity and calm communication are essential when supporting people through 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
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 $80,000 plus super
- 8:30am to 5:30pm, Monday to Friday - No weekends
- Hybrid working with three days working from home
- Sydney CBD Location
