client onboarding and outbound calls officer

Now Hiring: Client Onboarding & Outbound Calls Officer

Caura Pty Ltd – Aged Care & Disability Services

Caura Pty Ltd is expanding, and we're looking for a warm, organised, and reliable team member to support our clients through exceptional onboarding and professional outbound communication.

If you are passionate about helping older Australians and people with disabilities access quality, ethical services—this is the role for you.

Position: Client Onboarding & Outbound Calls Officer

Employment Type: Casual / Part-Time / Full-Time (flexible)

Location: Seven Hills NSW (hybrid options available)

About the Role

As our Onboarding & Outbound Calls Officer you will be the first point of contact for new clients entering Caura's aged-care and disability programs. You will ensure each client receives a smooth, supportive onboarding experience while managing outbound calls for follow-ups, check-ins and service coordination.

Your responsibilities include:

• Conducting client onboarding phone calls with empathy and professionalism

• Completing intake forms, risk screens, and gathering required documentation

• Scheduling home assessments, service starts and follow-up calls

• Making outbound calls to potential and existing clients

• Providing accurate information about Caura's services, policies and support options

• Maintaining detailed and compliant records

• Liaising with internal teams (Care Coordinators, Compliance, Rostering)

• Providing exceptional customer service at all times

Ideal Candidate

We're looking for someone who embodies Caura's commitment to compassion, excellence and integrity.

You will have:

• Experience in aged-care, disability, customer service, call-centres or administration

• Strong communication skills with a warm, reassuring phone manner

• Ability to work in a fast-paced environment with strong attention to detail

• Understanding of the new aged-care reforms (see details below) is a strong advantage

• Ability to handle sensitive information with confidentiality

• Tech-savvy and comfortable with CRM systems, intake forms, digital workflows

• A genuine passion for helping people

What You Should Know: Key Aged-Care Reforms (Onboarding & Service Delivery)

In this role you will be working in the context of the recently introduced Australian aged-care reforms, which affect how onboarding, assessments, pricing, rights and provider responsibilities are managed. Some of the key reforms you should be familiar with include:

• The Aged Care Act 2024 replaced earlier legislation and came into effect from 1 November 2025, establishing a rights-based framework for older people in aged care.

• A new Statement of Rights for older people: ensuring clients have greater choice, control, decision-making about their care, and treatment with dignity, respect and cultural safety.

• A new single-entry assessment framework: streamlining how older people access services, and with the introduction of a single assessment tool and process that respects the role of carers and assesses needs holistically.

• The launch of the Support at Home program (from 1 November 2025) replacing the previous Home Care Packages model—focusing on personalised support, home modifications, assistive technology and everyday living supports.

• Strengthened provider obligations and regulatory oversight: including provider registration, stronger quality standards, provider accountability, transparency of services and pricing, and protections for clients and carers.

• Fee and funding reform: Changes to how services are funded, how clients contribute, particularly for non-clinical services. For example, the new Non-Clinical Care Contribution (NCCC) and new optional Higher Everyday Living Fee (HELF) for extra services. In your role you will need to understand how these reforms impact client onboarding—ensuring that clients are informed about their rights, how the assessment process works, any pricing/co-payments applicable, and that our processes comply with the new regulatory standards.

What We Offer

• Supportive, ethical workplace with strong leadership

• Opportunities for training and professional development

• A role where you make a real difference every day

• Inclusive, culturally safe and diverse environment

• Growing company with room for career progression

Want to Join Caura?

Send your resume and a short cover letter to or apply directly through our job ad listing.

Be part of a team that changes lives.

Be part of Caura.

Job Types: Full-time, Part-time, Casual

Pay: $35.00 – $38.00 per hour

Expected hours: 30 per week

Work Location: Hybrid remote in Seven Hills NSW 2147