Job Description

What if your customer service and coordination skills could help shape the future of aged care?

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At Trilogy Care, we're creating a better aged care experience for older Australians. As an approved Support at Home provider, we help people remain independent at home by connecting them with the right care and support.

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We're growing our Care team and looking for caring, organised and solutions-focused Care Partners to join us.

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In this role, you'll take ownership of a portfolio of clients, build trusted relationships and coordinate with families, service providers and internal teams to help ensure each client receives the support they need. You'll manage a high volume of inbound and outbound calls, so you'll need to be comfortable working at pace while keeping the quality of each conversation high.

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No two days will be the same. You'll balance client relationships, problem-solving and coordination while making a meaningful difference to the people you support.

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What You'll Do

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- Own a portfolio of clients, building trusted relationships and becoming a key contact throughout their care journey
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- Manage a high volume of inbound and outbound calls, keeping the client experience at the centre of every conversation
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- Coordinate care-related requests and enquiries from clients, families and service providers
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- Understand each client's individual circumstances, needs and goals
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- Identify potential risks or issues and use sound judgement to determine appropriate next steps
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- Work closely with internal teams and external service providers to coordinate solutions and achieve positive outcomes
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- Manage multiple client matters simultaneously, prioritising tasks and following through on commitments
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- Have sensitive and sometimes challenging conversations with empathy, patience and professionalism
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- Keep client information, records and documentation accurate and up to date
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- Communicate confidently across phone and email while maintaining a high standard of service
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- Work towards service levels and KPIs while keeping the client experience at the centre of what you do
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What You'll Bring

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- Experience in care coordination, customer service, case management, community services or another client-focused workplace
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- Strong relationship-building skills and the ability to develop trust with clients and families
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- Excellent communication, active listening and interpersonal skills
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- Strong organisation and the ability to manage competing prioritiesA practical, solution-focused approach to problem-solving
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- Confidence making decisions and navigating complex or sensitive situations
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- High attention to detail and strong follow-through
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- Comfortable using CRM systems, Microsoft Office 365 and new technology
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- A warm, resilient and empathetic approach
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- Experience in aged care, health, disability or community services is desirable, but not essential
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Why Trilogy Care

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- Australia's fastest growing health and aged care provider with a clear direction
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- Genuine career progression as we grow, with pathways across care, coordination and client services
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- Ongoing learning and development, including coaching, training and support to build your capability
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- Access to leading AI tools, plus the training and time to use them properly
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- A leadership team that values clarity, accountability and outcomes
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- Hybrid working arrangements
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- Vibrant team culture and regular social events, with the chance to help shape the culture as we grow
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- EAP support for you and your immediate family
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Ready to build a career where what you do matters?

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If you're passionate about people, enjoy finding solutions and want to play a meaningful role in someone's care journey, we'd love to hear from you.

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Please Note

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

📌 Care Partner (Victoria)
🏢 Trilogy Care
📍 Victoria