Help Us Shape the Future of Aged Care
Trilogy Care is one of Australia’s fastest-growing approved Support at Home (HCP/S@H) providers.
We’re a vibrant, purpose-driven team dedicated to helping people live independently at home for longer. Our work goes beyond requirements – it’s about creating meaningful impact for our clients, their families, and our people. We’re proud to be building a workplace where individuals feel empowered, supported, and valued.
Role Overview
As a Senior Care Coordinator, you will manage a portfolio of 110–150 clients, ensuring they receive timely, well-coordinated support to remain living independently at home. You will handle phone-based client interactions to resolve queries, arrange services, and provide ongoing support.
The role involves maintaining accurate client records, scheduling care workers, and monitoring budgets to ensure services are delivered effectively and within limits. Using platforms such as Internal Portal, Microsoft 365, Zoho CRM, and CareVicinity, you will coordinate services efficiently and support clients in achieving their goals.
You will also provide guidance to Care Coordinators and assist the Team Leader with complex client matters, contributing to strong team performance and high-quality client outcomes.
What You’ll Do
- Manage a portfolio of approximately 110–150 clients
- Conduct regular check-in calls to maintain strong client relationships and identify evolving needs
- Complete client onboarding, including introductions and initial setup of services
- Respond promptly to all assigned and missed calls
- Process package upgrades and adjust service inclusions as required
- Coordinate care schedules and source service providers through CareVicinity
- Review and action on-hold invoices within required timeframes
- Monitor and review client budgets and service plans to ensure effective use of funds
- Track expenditure to prevent budget overspend
- Ensure all client charges are accurate and aligned with eligible funding
- Efficiently manage and respond to shared email inbox enquiries
- Support the review of clinical prescriptions for assistive technology and home modifications
- Submit funding requests via My Aged Care as needed
- Monitor client wellbeing and report incidents in line with SIRS requirements
- Follow up on incident management plans as directed by clinical staff
- Maintain accurate, up-to-date client records and detailed case notes across multiple systems
- Ensure all client interactions and actions are properly documented
- Provide guidance and mentorship to Care Coordinators as needed
- Support the Team Leader with case consultations and provide coverage during absences
- Assist with onboarding and training of new team members when required
- Promote collaboration and knowledge sharing across the team
What You’ll Bring
- At least 1 year of experience in care coordination, case management, or NDIS support services
- Proven ability to manage high-volume client portfolios (up to 150 clients)
- Strong communication skills, with the ability to build rapport with diverse clients and navigate complex situations
- Highly developed organisational and time management skills, with the ability to prioritise competing tasks effectively
- Experience using client management systems and related technology platforms
- Solid understanding of the S@H framework, including funding structures and service delivery requirements
- Demonstrated ability to provide mentoring or coaching support, particularly in assisting the Team Leader when required
- Positive and collaborative approach, contributing to a supportive and inclusive team environment
- Commitment to professionalism and maintaining a constructive workplace culture
- Ability to work effectively within a team, support colleagues, and lead by example through best practice
Why Trilogy Care?
- Modern King Street, Bowen Hills office with excellent facilities, close to public transport, cafes, restaurants and supermarkets
- Vibrant team culture and regular social events
- Opportunities for career mapping and career progression within the company
- Salary packaging (Novated Leasing) to boost your take-home pay
- Access to Fitness Passport to support your health and wellbeing
- EAP support for you and your immediate family
- Employee discounts on groceries, fuel, utility bills, wellness and more
Unlock your Potential with Trilogy Care
Behind every hour of care we deliver is a smart, tech-enabled team rethinking how aged care operates. At Trilogy Care, we’re going beyond compliance and coordination – we’re applying AI, automation and operational design to deliver better client experiences and better employee ones. Every staff member has access to generative AI tools, training, and time to experiment – not just the Tech team! Whether you’re in finance, people & culture, growth, or support, you’ll be part of an industry-first AI movement where we reward ideas that improve care outcomes, safety, efficiency or team wellbeing.
Please note
To join our team, you’ll need to have full Australian work rights. As part of our standard recruitment process, we’ll also conduct a working rights check, police check and request professional references during onboarding.
We appreciate the interest of recruitment agencies but kindly ask that resumes not be submitted unless a prior agreement is in place. Trilogy Care will not accept responsibility for any fees related to unsolicited resumes.
