Aged Care Navigation Specialist

Colonial Group; Perth; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Salary packaging

Wellbeing program

Free flu vaccinations

Awards night

Job summary

Bethanie in Western Australia is seeking an Aged Care Navigation Specialist to guide older Australians through the care system with clarity and compassion. This 12‑month fixed‑term, full‑time role is based at our West Perth office with flexible working including work from home and a minimum three days in the office each week.

You will provide information, support and advocacy, help customers identify options, and collaborate with Home Care, Village and Facility Managers to streamline onboarding

Qualifications

• Demonstrated experience in customer service or engagement in aged care or health settings.
• Strong understanding of aged care systems, My Aged Care, funding programs.
• Excellent communication and relationship-building with customers, families and stakeholders.
• Passion for supporting older Australians in making informed care decisions.
• Strong organisational skills and meticulous record-keeping.

Responsibilities

• Provide information and assistance about aged care, including eligibility and services.
• Manage waitlists and vacancy boards in Epicor CRM, coordinating with care teams.
• Engage internal teams to facilitate onboarding and service delivery.
• Monitor legislative changes affecting subsidies and funding.
• Review NSAF/Integrated Assessment Tool to identify AN-ACC classifications and concerns.

Skills

Customer service

Aged care knowledge

CRM systems

Relationship building

Organisational skills

Communication

Tools

Epicor CRM

Microsoft Office

Job description

Guide older Australians through aged care with clarity and compassion.

Wehavean opportunity for an Aged Care Navigation Specialistto join our team. Reporting to ourAged Care Navigation Manager,you’llbe part of a collaborative, supportive team.

• 12 month fixed-term role, covering parental leave
• Workingfull-timehours, Monday to Friday, based at our West Perth office
• Flexible working arrangements, including working from home
• We attend the office (or site) a minimum of three days per week

About the role:

The Aged Care Navigation Specialist (ACNS) will be empowered to provide information,supportand advocacy to all customers as they navigate the complex aged care system. The ACNS works with customers to understand their needs,identifyavailable options, and make informed choices about their care. Duties will include:

• Provide customers the information andassistancetheyrequireabout the aged care system, including eligibility requirements, services and supports across the continuum of aged care
• Manage waitlists and vacancy boards in Epicor (CRM system), including working closely with Home Care, Village and Facility Managers, including looking at Home Care as an interim option for customerson awaitlist
• Engage and develop strong relationships with internal teams including Customer Engagement Nurses, Case Managers and other healthcare professionals, to facilitate and optimise the client / resident onboarding process
• Monitor and communicate changes in legislation that affect subsidies and/or funding
• Review the NSAF and / or Integrated Assessment Tool, includingidentifyingthe prospective AN-ACC classification, and highlighting any concerns in the delivery of care and services either in the customer’s home or in one of our Villages or Facilities.

About you:

You are a highly experienced customer service professional and bring a strong understanding of the aged care industry. You can relate to a diverse range of stakeholders and have:

• Demonstrated experience in customer service, customer engagement or a similar role, ideally within aged care, health care or community services
• A strong understanding of the aged care system, including My Aged Care, assessment pathways, funding programs and service options
• Excellent communication and relationship-building skills, with the ability to engage confidently and compassionately with customers, families and internal stakeholders
• A genuine passion for supporting older Australians and helping people make informed decisions about their care
• Strong organisational skills and attention to detail, including the ability to manage enquiries, waitlists, records and follow-up actions accurately
• Confidence using CRM systems, databases and Microsoft Office, with the ability to maintain accurate customer information
• The ability to work both independently and as part of a collaborative, supportive team

Working with Bethanie

At Bethanie, we are committed to being an employer of choice by creating a supportive and compassionate environment for our people and customers. As well as being part of a stimulating and nurturing work environment, you will also have access to the following benefits:

• Financial benefits: Salary Packaging up to $15,899 of life expenses per annum, $2,650 per annum for meals and entertainment and additional benefits for parking – increasing your take home pay
• Wellbeing benefits: a comprehensive mental health and wellbeing program and free flu vaccinations each year
• Culture benefits: Rewarding career with a supportive culture; team events and an annual awards night
• A rewarding career with a supportive culture and a focus on flexibility and work life balance