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

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.

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

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.

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.

What You’ll Do

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

What You’ll Bring 

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

Why Trilogy Care 

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

Ready to build a career where what you do matters? 

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. 

Please Note 

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.