Lead Occupancy, Admissions & Resident Experience Across TLC Healthcare
We are seeking an experienced, commercially minded, and people-focused
General Manager - Resident Liaison
to lead our Resident Liaison function across the organisation.
This newly created leadership role is responsible for driving occupancy governance, admissions excellence, resident experience, and consistency across our aged care homes. Working closely with Residential General Managers, Resident Liaison Officers, Marketing, and Executive Leadership, you will play a pivotal role in supporting growth and ensuring families receive an exceptional experience throughout their aged care journey.
Reporting to the Chief Operating Officer, as General Manager - Resident Liaison, you will provide leadership, coaching, and subject matter expertise to our Resident Liaison teams while overseeing admissions processes, occupancy strategies and admission compliance across the portfolio.
You will establish best-practice admissions standards, improve enquiry-to-admission conversion, reduce vacant bed days, and ensure a consistent, high-quality experience for residents and their families.
This is a strategic leadership role that combines people leadership, customer experience, occupancy management, and operational excellence.
Key Responsibilities
Lead, mentor, and develop Resident Liaison Officers (direct reports) across our 12 aged care homes
With Marketing, drive occupancy growth through effective admissions and enquiry management strategies
Lead occupancy review meetings and support homes to achieve occupancy targets, creating occupancy action plans where occupancy falls below targets.
Establish consistent admissions processes, procedures, and best-practice standards across the organisation
Provide expert guidance on resident admissions, contracts, aged care funding, and onboarding processes
Review and approve resident agreements and admissions documentation to ensure compliance is achieved
Build capability within Resident Liaison and Administration teams through coaching and training
Develop succession plans and cross-training programs to ensure business continuity




Partner with Residential General Managers and key stakeholders to identify occupancy opportunities and risks
Analyse occupancy data and trends to support strategic decision‐making
Build and maintain strong relationships with referrers, hospitals, health professionals, and community partners
Drive initiatives that enhance resident and family satisfaction throughout the admissions journey
Foster a culture of excellence with Business Development and embed this into all Resident Liaison positions.
About You
You are a confident leader who combines strong commercial acumen with a genuine passion for customer experience and aged care.
To be successful, you will bring:
Demonstrated leadership experience within aged care admissions, occupancy, resident liaison, customer experience, and business development
Strong understanding of residential aged care admissions and occupancy management including Resident Agreements and knowledge of any legislation compliance changes and be able to implement these.
Knowledge of AN-ACC funding and aged care financial arrangements
Experience leading and developing high-performing teams
Excellent stakeholder engagement and relationship-building skills
Robust analytical and problem-solving capabilities
A continuous improvement mindset with the ability to drive consistency across multiple sites
Outstanding communication, coaching, and influencing skills
High attention to detail and exceptional organisational skills
Experience using NeRA, including admissions workflows and resident agreement generation processes, will be highly advantageous
Why Join TLC Healthcare?
Newly created leadership role with organisation-wide impact
Opportunity to shape the future of the Resident Liaison function




Work closely with Executive and operational leaders
Ongoing leadership development and coaching
Employee Assistance Program
Exclusive access to TLC Employee Shopping Portal
Free gym membership
Discounted health insurance
Novated leasing options
The Impact You'll Make
Success in this role will be measured through:
Resident Agreement Compliance
Reduced enquiry-to-admission timeframes
Improved resident and family satisfaction
Reduced vacant bed days and stronger occupancy performance
Consistent admissions and onboarding processes across all homes
Increased capability and confidence within Resident Liaison teams
Formal succession plans and cross-training pathways across the function
Why TLC?
At TLC Healthcare, our mission is to be leaders in innovative and integrated healthcare, delivering wellbeing and care to our communities. We value
Respect, Accountability, Excellence, Collaboration, Integrity and Innovation
and are committed to creating an environment where our people thrive.
If you're passionate about leading people, improving resident experiences, and driving occupancy outcomes, we'd love to hear from you.
For any questions regarding this role, please feel free to contact Talent Acquisition at ******
To learn more about the benefits of joining Team TLC, please visit our website tlchealthcare.com.au
We are an organisation with a strong sense of purpose that celebrates diversity, inclusion and embodies our core values of respect, accountability, excellence, collaboration, integrity and innovation.
Our culture is based on a supportive team environment where people thrive and achieve their best professionally
At TLC, we are committed to fostering a diverse, equitable, and inclusive environment where all individuals are respected, valued, and empowered. We believe that embracing different perspectives strengthens our organisation and enhances our ability to serve our communities with integrity and compassion.
As part of our recruitment process, you may be required to complete a pre-employment psychometric and medical assessment.
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📌 General Manager - Resident Liaison (Melbourne)
🏢 TLC Healthcare
📍 Melbourne