Case Manager | Aged Care & NDIS

My Guardian; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary package

Onsite gym

Supportive office culture

Weekly Friday drinks and nibbles

Job summary

My Guardian is expanding its team in Sydney and seeks a motivated Case Manager to guide prospective clients through intake, assessment and decision-making for Home Care Packages, Support at Home, and NDIS services. You will manage referrals, coordinate onboarding, and work with a network of care providers to ensure client satisfaction.

The role requires strong communication, empathy and relationship-building skills, with responsibility for accurate documentation, waitlist management and

Qualifications

• 1 year of care management or client intake experience preferred.
• Knowledge of Aged Care Support at Home funding and NDIS frameworks.
• Exceptional customer service, negotiation, and influencing skills.

Responsibilities

• Guide prospective clients through intake and decision-making processes.
• Engage with clients via phone, email, and in-person meetings to assess needs and propose services.
• Generate and manage referral pipelines through My Aged Care and NDIS portals.
• Build relationships with healthcare providers, community organisations and referral partners.
• Coordinate onboarding, documentation, transitions, waitlist management and prioritisation.
• Maintain CRM records and report on client acquisition and conversion.

Skills

Client-focused

Communication skills

Negotiation

Relationship-building

Empathy

Tools

CRM software

Job description

My Guardian is a leading Aged and Disability Care provider dedicated to delivering compassionate, high-quality home care services. We are passionate about empowering our clients to live independently with dignity and respect.

As we continue to grow, an exciting opportunity has become available for a motivated and self-driven Case Manager to join our team. This role plays a critical part in building meaningful relationships and delivering exceptional customer service to prospective and existing Aged Care and NDIS participants.

About the Role

As a Case Manager, you will be the first point of contact for prospective clients and their families. You will guide them through the intake and decision-making process, ensuring they feel supported, informed, and confident in choosing My Guardian.

This is a fast-paced, relationship-driven role requiring strong communication skills, attention to detail, and the ability to manage multiple stakeholders while maintaining a high standard of professionalism and care.

Key Responsibilities

• Provide expert guidance to prospective clients on Home Care Packages, Support at Home, and NDIS services, converting enquiries into active clients.
• Engage with clients via phone, email, and face-to-face meetings to assess needs and recommend appropriate service solutions.
• Generate and manage referral pipelines through My Aged Care and NDIS portals, networking, and community partnerships.
• Build and maintain strong relationships with healthcare providers, community organisations, and other referral partners.
• Coordinate end-to-end onboarding, including documentation, service transitions, waitlist management, and referral prioritisation.
• Maintain accurate CRM records, monitor lead activity, and provide reporting on client acquisition and conversion performance.
• Clearly communicate funding levels, fees, and service inclusions to clients and families.
• Collaborate with rostering and clinical teams to ensure services are delivered in line with care plans and funded package levels, supporting overall operational needs.

About You

• You are client-focused, confident, and proactive, with the ability to build rapport quickly and manage sensitive conversations with empathy and professionalism.
• You thrive in a target-driven/sales environment and are comfortable guiding clients through complex funding and service information.
• 1 year of care management or client intake experience is a plus.
• Demonstrated knowledge of Aged Care Support at Home funding and NDIS frameworks.
• Exceptional customer service, negotiation, and influencing skills.
• Strong ability to build relationships with multiple stakeholders.
• Excellent interpersonal skills with high levels of resilience.
• Professional verbal and written communication skills.
• Current driver’s licence and access to a reliable vehicle.

What We Offer

• Competitive salary package
• Onsite gym
• Supportive and positive office culture
• Weekly Friday afternoon drinks and nibbles at Head Office
• Healthy snacks and refreshments
• Ongoing training and career development opportunities

Please note that only shortlisted candidates will be contacted.