Care Concierge

1 week ago

South Melbourne, Victoria, Australia CarePage Full time $90,000 - $120,000 per year
1. Care Navigation and Client Support (80%)
  • First responder - take enquiries via phone, email / support desk from the transition of CaLM's clients and their employees/members and other streams
  • Deliver one-on-one consultations (phone/virtual) to assess individual care needs and preferences
  • Provide clear, compassionate advice on home care, retirement living, residential care, and palliative pathways
  • Educate families on ACATs, CHSP, HCPs, DAPs/RADs, and related processes
  • Create tailored care plans and curated shortlists of appropriate providers
  • Serve as an advocate for clients and, where applicable, liaise with their financial advisers or HR representatives
  • Guide clients through tours, applications, or transitions as needed
  • Maintain detailed case notes and ensure CRM (e.g., HubSpot or similar) is up to date
  • Support corporate clients through employee benefit programs
2. Sector Knowledge & Best Practice (10%)
  • Stay current with aged care reforms, including the new Support at Home program and HELF (Higher Everyday Living Fee)
  • Maintain a working understanding of the care market, including provider strengths, availability, and innovations
  • Participate in relevant industry events, webinars, and forums to enhance visibility and maintain thought leadership
3. Team Collaboration and Quality Assurance (10%)
  • Provide peer support, contribute to onboarding of new team members, and share insights to improve internal practices
  • Participate in case review discussions and provide constructive feedback to peers
  • Contribute to internal feedback loops on system, service, or provider performance
Skills & experience
Required:
  • Experience in aged care, nursing, social work, care navigation, or retirement living
  • Minimum 3-5 years of experience in aged care, nursing, social work, care navigation, or retirement living
  • Strong interpersonal and communication skills with emotional intelligence and professionalism
  • Confident understanding of the aged care system, funding structures, and care provider networks
  • Comprehensive expertise in the aged care system, funding structures, and care provider networks
  • Ability to work independently and manage sensitive conversations with families in crisis
  • Strong administrative and organisational skills; experience with CRMs and workflow systems
  • Registered Nurse, Social Work degree, Allied Health degree, or any equivalent qualification
Preferred:
  • Case management, admissions, or aged care placement experience
  • Background supporting employee wellbeing or HR-aligned care navigation
  • Familiarity with B2B2C delivery models

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