Client Care Partner

Gratitude Inc; Melbourne; Vor Ort; AUD 70.000 - 90.000; Vollzeit

Zusammenfassung

Gratitude In Home Care is seeking a full-time Client Care Partner to own the ongoing care relationship with each client after onboarding. You will develop and review care plans and budgets, ensure plans stay aligned with changing needs, and maintain continuity of care for families.

Based in Melbourne, you will be the primary contact, coordinate with clinicians and coordinators, and drive service recovery when needed. A strong background in aged/home/community care is essential.

Qualifikationen

• Experience in care management, case management or care coordination across aged, home, community, health or disability services.
• Strong knowledge of Support at Home classifications, quarterly budgets and NDIS plan implementation.
• Ability to develop person-centred care plans and budgets with clients and families.

Aufgaben

• Lead care plan and budget sessions with clients and representatives, on/before first service day.
• Build person-centred plans aligned with goals, assessed needs and budget.
• Be the named contact for clients and families, addressing concerns within one business day.
• Review care plans at intervals or when needs change, trigger reassessments as needed.
• Explain budgets and service mix in plain language; review utilization with quarterly reports.
• Coordinate referrals (allied health, nursing) within client funding and transitions (hospital discharge, end-of-life).
• Maintain accurate care notes and monthly reviews on utilization, retention, and exits.

Kenntnisse

Care management

Care planning

Client retention

Communication skills

Driver licence

Bilingual capability

CRM systems

NDIS knowledge

Ausbildung

AHPRA registration (Nurse/Enrolled)

Allied health qualification

Tools

My Aged Care portals

CRM software

Jobbeschreibung

Be the person our clients and families rely on after they start with us.

Gratitude In Home Care is a registered aged care provider delivering Support at Home services built on transparent pricing, choice of worker and continuity of care. NorthPoint Disability is a registered NDIS provider delivering disability supports and DVA community nursing. Both are part of one Preston-based group and share one belief: every client should receive care that matches their real needs, goals and preferences, and should get the full value of their funding.

The opportunity

We are creating a full-time Client Care Partner role to lead the ongoing care relationship with each client once they have started well with us. A dedicated Client Acquisition Officer brings the client in and hands over after the first service. From that point you are the client's and family's named contact: you develop and review the care plan and individualised budget with them, keep the plan and budget working as needs change, and make sure every client stays with us because the care is right.

What you will do

Accept the documented handover from the Client Acquisition Officer and lead the care plan and individualised budget session with the participant and their representative, on or before the first service day

Build person-centred care plans with our Clinical Care and Compliance Lead that align goals, assessed needs, approved Support at Home classification or NDIS plan, and budget

Be the named point of contact for your clients and families, responding to concerns within one business day

Review care plans at agreed intervals and whenever needs change, and raise reassessment or classification review triggers through My Aged Care

Explain quarterly budgets, contributions and service mix in plain language and review utilisation with each client every quarter, working from Finance's monthly utilisation report

Arrange assistive technology, home modifications, allied health or nursing referrals within the client's funding

Track early-warning signs of dissatisfaction or disengagement and lead service recovery with the Service Coordinator and Clinical team

Arrange and Coordinate services with GPs, allied health, hospitals and other providers and support transitions such as hospital discharge and end-of-life pathways

Keep accurate care management notes and prepare a monthly report on reviews, utilisation, retention, service recovery and exits

What you will bring

Experience in care management, case management or care coordination in aged care, home care, community care, health or disability services

Sound working knowledge of Support at Home (classifications, quarterly budgets, contributions, care management) and the NDIS (plan management types, support categories, Pricing Arrangements)

Ability to develop person-centred care plans and budgets with older people, people with disability and their families, and to explain funding clearly and sensitively

Demonstrated client retention, service recovery or complaints resolution experience

trong attention to detail across care plans, budgets, consents and client records, and confidence with client management and CRM systems

Excellent written and verbal communication, resilience and good judgement in emotional conversations

Current full driver licence and a reliable, comprehensively insured vehicle - this role is largely in the field

Highly regarded: current AHPRA registration as a Registered or Enrolled Nurse, or an allied health qualification; experience with My Aged Care portals, classification reviews and NDIS plan implementation; a second community language or experience with culturally and linguistically diverse communities.

Pre-employment requirements

National Police Check, NDIS Worker Screening Check and any aged care worker screening required under current legislation; NDIS Worker Orientation Module; Working with Children Check; Australian working rights; current First Aid and CPR (or willingness to obtain); vaccinations as required by policy. If registered, unconditional AHPRA registration must be maintained throughout employment.

A role built around care management, with intake, rostering, clinical assessment and billing handled by dedicated roles

Clear structure: daily operations huddle, weekly clinical and care review, monthly utilisation review and monthly education session

Two registered providers under one Preston-based group, with room to grow as the group expands