Care Concierge – Remote

16 hours ago

Brisbane Queensland Australia Harwell Home Care Pty Full time $60,000 - $90,000 per year

About Harwell Home Care

At Harwell, we believe care should feel personal, not procedural. We support older Australians and veterans to live independently, safely and with dignity in their own homes. Our team is united by heart, purpose and a genuine commitment to making care more human.

About the Role

As Harwell's Care Concierge, you'll be the first friendly face our clients meet. You'll guide individuals and families through the journey of understanding home care options — from the first enquiry to connecting them with our clinical team for tailored care planning.

This role blends empathy with expertise. You'll listen deeply, explain services clearly, and help people navigate what can feel like a complex system — ensuring every caller feels heard, supported and confident in choosing Harwell.

Key Responsibilities

  • Be the face of Harwell: Warmly welcome and respond to all new client and family enquiries (phone, email, web and in person).
  • Guide care conversations: Listen to clients' needs, discuss available care options, and explain how Harwell's services can support their goals and independence.
  • Explain funding and fees: Clearly outline eligibility, funding streams (Home Care Packages, Veterans' Programs, Support at Home, private services) and associated costs.
  • Coordinate smooth handovers: Facilitate introductions and soft handovers to Clinical Leads or Care Coordinators for assessment and onboarding.
  • Maintain accurate records: Log all client interactions, update CRM notes and track conversions from enquiry through to service commencement.
  • Maintain Lead Generation Platforms: Own the My Aged Care Portal, ensuring all leads and referrals are contacted promptly and our services are well presented to potential clients.
  • Support marketing and community engagement: Represent Harwell at community events supporting the Growth team, prepare and distribute marketing and events collateral.
  • Collaborate across teams: Work closely with Growth, Clinical and Admin teams to ensure a seamless client experience from first contact to care commencement.

About You

You're a people person with a heart for helping others. You thrive in fast-paced, client-focused environments and can translate complex information into simple, reassuring guidance.

You'll bring:


• Experience in aged care, health, or community services (preferred).


• Strong understanding of Home Care Packages, DVA programs, or Support at Home reforms (advantageous).


• Excellent communication and relationship-building skills.


• Confidence discussing fees, budgets and funding pathways.


• Strong organisation, follow-through and attention to detail.


• A compassionate, professional manner that reflects Harwell's values.

Why Join Harwell


• Be part of an organisation that is reimagining what care looks and feels like.


• Work with a team that values laughter, empathy and autonomy as much as results.


• Opportunities for growth, learning and genuine contribution to system reform.

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