Complaints and Dispute Officer

Let's Talk About Work That Actually Means Something

If you're great with people, skilled at guiding clients towards great care outcomes, and love solving problems – this could be the opportunity for you.

At Trilogy Care, we help older Australians stay independent and in control of their lives through self-managed care. That means supporting them to make their own choices, their way. We're growing fast, and we're looking for empathetic, curious, and capable people to join our Care team.

This isn't aged care the way it used to be. We're building something better, and we'd love your help.

About the Role

The Complaints and Dispute Officer in the Accounts team ensures Trilogy Care's Home Care Package (HCP) financial processes are accurate, compliant, and efficient. The role analyses data, investigates financial issues, resolves escalations and complaints, and provides insights to improve invoice processing, reimbursements, and service delivery.

Job Description:

• Investigate & Resolve Escalations – Manage complex queries related to HCP reimbursements, provider invoices, and care plan funding; identify root causes and implement preventive measures.
• Complaint Management – Act as the escalation point for accounts-related complaints in line with Aged Care Quality Standard 6; log, track, and resolve issues.
• Data Analysis & Reporting – Generate and interpret reports from CRM, MYOB, and the Client Portal to identify trends, reduce rejections, and improve payment timeliness.
• Process Improvement – Identify and escalate system or workflow issues; recommend solutions to enhance efficiency and compliance.
• Coaching & Knowledge Sharing – Provide guidance to Accounts Support team members, share analytical insights, and support continuous improvement in financial processes.
• Compliance & Record Keeping – Maintain accurate records in line with the Aged Care
• Act 2024, HCP Program Guidelines, and audit requirements.

Key Selection Criteria

• Clear communicator with strong problem-solving abilities.
• Knowledge of HCP Program Guidelines and Aged Care Quality Standards (desirable).
• Strong skills in analysing and presenting financial data.
• Proficient in CRM systems, Microsoft Excel, and reporting tools.
• Able to manage escalations calmly and support elderly clients with empathy.
• Experience in accounts or data analysis, preferably in aged care or healthcare.

Why Trilogy Care?

• Expansive new King Street office with excellent facilities, close to public transport, cafes, and restaurants
• Vibrant business & team culture with regular social events
• Ongoing training workshops and support from Learning & Development, peers, and managers
• Career progression opportunities across the department
• Access to Fitness Passport to support your wellbeing
• EAP support for you and your immediate family
• Employee discounts on groceries, fuel, utility bills, wellness and more

Unlock your Potential with Trilogy Care

Behind every hour of care we deliver is a smart, tech-enabled team rethinking how aged care operates. At Trilogy Care, we're going beyond compliance and coordination – we're applying AI, automation and operational design to deliver better client experiences and better employee ones. Every staff member has access to generative AI tools, training, and time to experiment – not just the Tech team Whether you're in care, finance, people & culture, growth, or support, you'll be part of an industry-first AI movement where we reward ideas that improve care outcomes, safety, efficiency or team wellbeing.

Please note

To join our team, you'll need to have full Australian work rights. As part of our standard recruitment process, we'll also conduct a working rights check, police check and request professional references during onboarding.

We appreciate the interest of recruitment agencies but kindly ask that resumes not be submitted unless a prior agreement is in place. Trilogy Care will not accept responsibility for any fees related to unsolicited resumes.