Client Service Partner - Aged Care

PlanCare; Sydney; Hybrid; AUD 82,000 - 85,000; Full time

Benefits offered by this job

Permanent role

One day WFH

Induction & training

Parramatta office

Tech-enabled tools

9am–5pm schedule

Job summary

PlanCare, based in Parramatta, is hiring a Client Service Partner to coordinate support for our clients. Your work will involve building relationships, coordinating services, and communicating clearly by phone and email, with usual hours 9:00 am–5:00 pm.

You don’t need aged care experience; we provide induction, training, and pathways for clinical support. This is a permanent, full-time role with a salary of $82,000–$85,000 per year and one day of home-working after probation.

Qualifications

• Experience in client service or coordination helps.
• Willingness to learn new systems and processes.
• Ability to communicate clearly and empathetically.

Responsibilities

• Building trusted relationships with clients and understanding their needs, preferences and goals.
• Conducting scheduled client check-ins and reviews, recording outcomes and agreeing follow-up.
• Coordinating services in line with the client’s agreed support plan and available budget.
• Taking ownership of more involved client questions and following them through to resolution.
• Providing clear, client-specific information about services, budgets and funding within your role.
• Working with providers and colleagues to keep support organised and address issues.
• Maintaining accurate client records, plans, consent information and follow-up actions.
• Recognising changes in a client’s circumstances and coordinating the appropriate response.
• Escalating clinical, safeguarding or specialist matters through the right pathway.

Skills

Clear communication

Empathy

Organised

Attention to detail

Ownership

Record-keeping

Willing to learn

Job description

Permanent | Parramatta | $82,000–$85,000 per year

One day working from home each week after probation is completed

Use your service skills to make a difference

PlanCare’s purpose is a world where growing older doesn’t mean leaving home. We help older Australians access and coordinate support so they can live at home with greater choice and independence.

We’re looking for a thoughtful, organised and reliable Client Service Partner to coordinate support for our clients. You’ll take ownership of client-specific matters—understanding what the client needs, coordinating the next steps and following through so they receive responsive, dependable service.

You don’t need aged care experience. We’ll provide a structured induction and training in PlanCare’s services, systems and processes.

We’re interested in how you work with people: if you communicate well, stay organised, use good judgement and see things through, we’ll help you learn the rest.

About the role

Based in our Parramatta office, you’ll work with clients, their families and representatives, service providers and PlanCare colleagues. Most of your work will be by phone, email and through our digital systems. Your usual hours will be 9:00 am–5:00 pm.

Your work will include:

• Building trusted relationships with clients and understanding their needs, preferences and goals.
• Conducting scheduled client check‑ins and reviews, recording outcomes and agreeing follow‑up.
• Coordinating services in line with the client’s agreed support plan and available budget.
• Taking ownership of more involved client questions and following them through to resolution.
• Providing clear, client-specific information about services, budgets and funding within your role.
• Working with providers and colleagues to keep support organised and address issues.
• Maintaining accurate client records, plans, consent information and follow‑up actions.
• Recognising changes in a client’s circumstances and coordinating the appropriate response.
• Escalating clinical, safeguarding or specialist matters through the right pathway.

This is a client service and coordination role. You won’t be expected to provide nursing care or conduct clinical assessments. We’ll train you in the aged care knowledge and processes you need, and provide clear pathways for clinical and specialist support.

What you’ll bring

You may have worked in client service, case coordination, contact centre operations, administration, HR, insurance, workers compensation, community services, banking or another role where people rely on you to handle matters carefully and follow them through.

You’ll be someone who:

• Communicates clearly and kindly, including in sensitive conversations.
• Listens well and responds with patience and empathy.
• Stays organised and pays close attention to detail.
• Takes ownership of follow‑up and keeps people informed.
• Can manage several tasks while maintaining accurate records.
• Is comfortable learning new systems, rules and processes.
• Uses sound judgement and knows when to involve a specialist.

No aged care experience or specific qualification is required. We’ll give you the induction and training to build your knowledge.

• Permanent work in a meaningful client service role.
• $82,000–$85,000 per year.
• One day working from home each week after successfully completing probation.
• Structured induction, training and support to learn the aged care sector.
• A growing, collaborative team in our Parramatta office.
• A technology-enabled environment with digital tools to support client service.
• Monday to Friday, 9:00 am–5:00 pm.

Requirements

• The right to work in Australia.
• A satisfactory National Police Check.

If you’re a thoughtful and organised service professional who wants to make a difference for older people, we’d like to hear from you.