Customer Care Manager - Home Care

Healthcare Australia - Talent Acquisition; Adelaide; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work

Birthday leave

Salary packaging

Education allowance

Job summary

Healthcare Australia is seeking a proactive Care Manager for Home Care Adelaide, SA. You will be the client-facing lead, guiding older Australians through their aged care journey with empathy and expertise.

The role focuses on personalised care plans, strong relationships with clients and their networks, and collaboration with nursing and allied health teams. You will help coordinate referrals, onboarding, and delivery of high-quality home care services while supporting workforce planning and

Qualifications

• Excellent communication and relationship-building skills with a customer-first approach.
• Proactive, results-driven mindset with ability to meet targets and deadlines.
• Solid understanding of Home Care or health-related services.
• Experience engaging stakeholders and building external partnerships.

Responsibilities

• Act as main point of contact for clients and ensure delivery of high-quality home care solutions.
• Build and maintain relationships with clients and families to understand goals and needs.
• Develop personalised care plans to support independence and wellbeing.
• Monitor service delivery and conduct plan reviews with client feedback.
• Collaborate with RNs and Allied Health for complex cases.
• Guide potential clients through enquiry and onboarding processes.
• Promote HCA services to referrers and stakeholders to build pipeline.
• Coordinate with internal teams to ensure efficient service delivery.
• Support workforce planning and recruitment of care workers.

Skills

Communication

Relationship-building

Customer-focused

CRM engagement

Tools

MS Office

CRM systems

Job description

As we mark over 50 years of success, our commitment to our people remains at the heart of everything we do. We prioritise a healthy work-life balance, create opportunities for career growth, and foster a workplace where every employee feels valued. Together, we play a pivotal role in shaping the future of healthcare in Australia.

About the role:

Are you passionate about making a meaningful difference in the lives of older Australians? We are looking for a proactive and compassionate Care Manager to join our dedicated team, supporting clients across the Adelaide region.

In this client-facing role, you will be the primary point of contact for new and existing home care clients, guiding them through their aged care journey with empathy and expertise. You'll be responsible for delivering high-quality, personalised services and developing strong relationships with clients and their support networks.

Key Responsibilities Include:

• Act as the main point of contact for clients, ensuring delivery of exceptional customer service and tailored home care solutions.
• Build and maintain meaningful relationships with clients and their families to understand their goals, preferences, and individual needs.
• Conduct comprehensive assessments and develop personalised care plans that support client independence and wellbeing.
• Monitor service delivery through regular communication, care plan reviews, and client feedback to ensure satisfaction and high standards.
• Collaborate with Registered Nurses and Allied Health professionals to coordinate care for clients with complex needs.
• Guide potential clients through the enquiry and onboarding process with empathy and clarity, helping them make informed choices.
• Promote HCA's services to referrers and stakeholders to build a strong pipeline of potential clients.
• Work closely with internal teams (Support Worker Service Delivery Lead, Recruitment and Rostering) to ensure services are delivered efficiently and meet client expectations.
• Support workforce planning by contributing to the recruitment and matching of suitable care workers.

What You'll Bring to the Role:

• Strong communication and relationship-building skills with a customer-first approach.
• A proactive and results-driven mindset, with the ability to meet business targets and deadlines.
• Solid understanding of the Home Care environment or other health-related services.
• Experience in a customer-focused service business. Confidence in engaging stakeholders and building external partnerships.
• Competency with MS Office and Client Relationship Management (CRM) systems.
• Ability to work independently while collaborating as part of a broader team. Event or marketing experience (e.g. attending expos or community events) is a plus.

Experience & Skills:

Strong communication and relationship-building skills with a customer-first approach.

A proactive and results-driven mindset, with the ability to meet business targets and deadlines. Solid understanding of the Home Care environment or other health-related services.

Experience in a customer-focused service business.

Confidence in engaging stakeholders and building external partnerships. Competency with MS Office and Client Relationship Management (CRM) systems.

Ability to work independently while collaborating as part of a broader team. Event or marketing experience (e.g. attending expos or community events) is a plus.

Mandatory Requirements

• A current National Police Check (ACIC accredited), stating suitability to work in aged care or with vulnerable persons.

About HCA:

Healthcare Australia (HCA) is Australia's largest specialist healthcare workforce provider. We are a large and diverse healthcare business with a strong presence in the staffing of nursing, community, medical, corporate, allied and Crisis Response Management sectors in all States of Australia. We play a crucial role in shaping the future of Healthcare in Australia; we encourage flexible working arrangements, and we enjoy a working environment where our employees feel valued.

Our culture and benefits:

• Hybrid Work:Enjoy flexible hybrid working conditions that empower work-life balance
• Access to extra leave with a day off for your birthday plus a rewards and benefits platform
• Salary Packaging - novated leasing available with Smart group
• Be part of a well-respected Australian based organisation of more than 3,000 employees!
• Benefit from ongoing training and support with access to an education allowance to nurture your skills and career

At HCA we are committed to embracing diversity and committed to providing a safe working environment. Veterans are encouraged to apply.

Some roles that involve visiting clients or facilities may require you to be fully vaccinated (Boosted) with the TGA-approved COVID-19 vaccine. The requirement for vaccination is based on the role and site where services are being provided. If you have any questions or concerns, please contact the hiring manager.

To learn more about HCA: www.healthcareaustralia.com.au

Customer Care Manager - Home Care Adelaide, SA, AU