Care Partner Support Officer

Australian Unity Limited; Melbourne; Hybrid; AUD 46,000 - 65,000; Full time

Benefits offered by this job

Community leave

Wellbeing leave

LinkedIn Learning access

Employee discounts

Fitness Passport

Novated vehicle leasing

Parental leave 14 weeks

Job summary

Australian Unity Limited in Melbourne is seeking a Care Partner Support Officer to help keep care services running smoothly by coordinating workflows, supporting customer enquiries and ensuring essential administrative activities are completed accurately and on time.

This is a permanent full-time role with a hybrid work model (2 days from home, 3 days in our Victoria offices in Clayton, Mulgrave or Ballarat).

Qualifications

• Experience in administration, customer service, healthcare, aged care or community services.
• Knowledge of aged care funding programs is advantageous.
• Strong organisational skills to manage competing priorities in a fast-paced environment.
• Experience supporting customers and resolving enquiries with empathy and professionalism.
• Excellent verbal and written communication skills.

Responsibilities

• Coordinate workflows and assist with customer enquiries and administrative tasks.
• Support Care Partners and Clinical Care Partners with workflow coordination and service mobilisation.
• Monitor workflow queues, referrals and customer requests to ensure timely action.
• Coordinate follow-up activities with families, providers, suppliers and internal stakeholders.
• Maintain accurate customer records across multiple systems.
• Support reassessments, care plan reviews and funding utilisation activities.
• Identify and escalate customer concerns, service risks and safeguarding matters.
• Contribute to audits, compliance activities and continuous improvement projects.
• Build positive working relationships across multidisciplinary teams to achieve great customer outcomes.

Skills

Administration

Customer service

Healthcare / aged care

Organisational skills

Communication

Attention to detail

Microsoft Office

CRM systems

Collaboration

Problem solving

Tools

Microsoft Office

CRM systems

Job description

Join Australian Unity and play a key role in supporting older Australians to live independently and age well in the place they call home. As a Care Partner Support Officer, you'll work alongside Care Partners, Clinical Care Partners and operational teams to ensure customer requests, services and administrative activities are delivered efficiently, accurately and with a customer-first approach.

About the role

This is a Permanent Full-Time opportunity offering flexibility, stability and meaningful work within a supportive team environment.

• Working between 8:30am – 4:30pm or 9:00am – 5:00pm, Monday to Friday
• Attractive remuneration of $40.38 per hour + Super
• Hybrid working model with 2 days from home and 3 days from either of our Victoria offices; Clayton, Mulgrave or Ballarat
• Assisting Support at Home (SaH) customers with their care and service needs

What you'll be doing

As a Care Partner Support Officer, you'll help keep our care services running smoothly by coordinating workflows, supporting customer enquiries and ensuring key administrative activities are completed accurately and on time.

Key responsibilities include:

• Support Care Partners and Clinical Care Partners with workflow coordination, customer reviews and service mobilisation
• Assist customers with enquiries, service navigation and administrative support
• Monitor workflow queues, referrals and customer requests to ensure timely action
• Coordinate follow-up activities with families, providers, suppliers and internal stakeholders
• Maintain accurate customer records and documentation across multiple systems
• Support reassessments, care plan reviews and funding utilisation activities
• Identify and escal customer concerns, service risks and safeguarding matters appropriately
• Contribute to audits, compliance activities, quality initiatives and continuous improvement projects
• Build positive working relationships across multidisciplinary teams to achieve great customer outcomes

What you'll bring

• Experience in administration, customer service, healthcare, aged care or community services
• Knowledge of aged care funding programs is advantageous
• Strong organisational skills with the ability to manage competing priorities in a fast-paced environment
• Experience supporting customers and resolving enquiries with empathy and professionalism
• Excellent verbal and written communication skills
• High attention to detail and commitment to maintaining accurate records
• Strong technology skills, including Microsoft Office and customer management systems
• Ability to collaborate effectively across multiple teams and stakeholders
• Problem-solving skills and a proactive approach to identifying and coordinating solutions

Why join Australian Unity?

• Additional leave including Community, Wellbeing and Deep Listening Leave
• Flexible hybrid working arrangement
• Career development opportunities and full access to LinkedIn Learning
• Employee discounts across insurance, retail and travel partners
• Fitness Passport with discounted access to 1,500+ gyms and facilities
• Novated vehicle leasing options
• 14 weeks paid parental leave
• Be part of a trusted organisation with over 180 years of supporting Australians

If you're passionate about delivering exceptional customer service, enjoy working in a collaborative environment and want to make a meaningful difference in the lives of older Australians, we'd love to hear from you.

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, and mature-aged applicants. To view our Reconciliation Action Plan, visit: https://www.australianunity.com.au/about-us/reconciliation-action-plan.