Client Engagement Co-ordinator (Admissions Officer, Aged Care)

Aeralife; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

A leading aged care organization in Melbourne is looking for a Client Engagement Co-ordinator to support residents' transitions into care. You will engage with inquiries, schedule tours, and contribute to continuous improvement in service. The ideal candidate has prior experience in aged care admissions and strong customer service skills. This role offers a positive work environment with excellent benefits and growth opportunities.

Benefits

Excellent salary package and incentives

Employee Assistance program

Supportive workplace culture

Qualifications

• Prior experience in Aged Care admissions.
• Current NDIS Workers Screening Check.
• Professional verbal and written communication skills.

Responsibilities

• Respond to and engage with resident enquiries by phone and/or email.
• Schedule tours with prospective residents and families.
• Document all interactions in the CRM.

Skills

Excellent customer service skills, demonstrating patience and empathy

Excellent computer literacy and competency in CRM systems

Strong attention to detail

Education

A qualification relevant to the role

Tools

CRM systems

Job description

Client Engagement Co-ordinator (Admissions Officer, Aged Care)

Client Engagement Co-Ordinator (Admissions Officer, Aged Care)

Your warm, understanding, and professional nature will be instrumental in supporting the individual journey and smooth transition into Aged Care. We are seeking a Client Engagement Co-Ordinator with demonstrated experience in the aged care sector. Based at our Support Office in Hawthorn there will be opportunities to travel to our metropolitan VIC homes to provide expertise and guidance as required.

In this role you will:

• Respond to promptly and engage with resident enquiries by phone and/or email. Enter enquiry contact and related information and request into the CRM system
• Identify the resident's needs or request and gather necessary information to direct enquiries efficiently. Document all interactions in the CRM and actively take steps to resolve enquiries.
• Escalate complex enquiries to appropriate stakeholders.
• Ensure all enquiries are actioned in a timely manner and according to approved customer service targets.
• Actively contribute to process improvements and customer service strategies.
• Schedule tours with prospective residents and family members and collaborating with our Client Services Managers, including following up with tour participants to assess customer service satisfaction.
• Provide financial billing, Services Australia information and Resident Agreement overviews

Benefits to enjoy

• Excellent salary package and incentives
• Progressive and well-resourced aged care organisation
• Working alongside a collaborative and fun leadership team.
• Play a key role in the future growth and success
• A positive and supportive workplace culture
• Employee Assistance program

What you Bring to the Role:

• Prior experience in Aged Care admissions
• A qualification relevant to the role and function of this position
• Current NDIS Workers Screening Check
• Excellent computer literacy and competency in CRM systems
• Excellent customer service skills, demonstrating patience and empathy
• Professional verbal and written communication skills
• Strong attention to detail
• Current Driver’s Licence
• Demonstrated knowledge of aged care services and legislation
• Working Knowledge of the Australian National Aged Care Classification funding model (ANACC)

About Us:
Aeralife specialise in premium residential aged care. Our mission is to enable a safe, nurturing community that delights our diverse residents, families, and staff.

With homes across Victoria and New South Wales, Aeralife communities are a shining example of our innovative and holistic approach to aged care. Our dedicated teams, driven by passion and empathy, are committed to creating deep connections with residents, ensuring a meaningful approach to caregiving.

At Aeralife, we create a place of joy, purpose, and connection for our residents, families, and staff. Guided by our core values – Passion, Innovation, Empathy, and Respect – we strive to create an environment where both residents and team members thrive.

To Apply

If you meet the above criteria and are passionate about making a difference in the wider community and making a positive difference in people's lives, we would love to hear from you.

Please submit a Cover Letter and Resume via the APPLY NOW link.