Empathetic Aged-Care Collections Specialist

Trilogy Care Pty Ltd; Brisbane; On-site; AUD 60,000 - 74,000; Full time

Benefits offered by this job

Discounted private health insurance

Salary packaging

Employee Assistance Program

Fitness Passport access

Job summary

St Vincent’s Care Services in Brisbane is seeking a Collections Officer to support the financial sustainability of the care by managing resident and client accounts with professionalism and empathy.

Reporting to the Collections Manager, you will balance sound financial stewardship with a person-centred approach, engage with residents and families, negotiate payment plans and maintain accurate records in line with policies and regulatory requirements.

Qualifications

• Experience in accounts administration, collections, finance or a related role.
• Strong numeracy skills and attention to detail.
• Well-developed communication skills for sensitive conversations.
• A person-centred approach aligned with compassion and care.
• Proficiency with Microsoft Office and ability to learn new systems quickly.

Responsibilities

• Manage resident and estate accounts to support timely collections.
• Engage with residents, families and representatives to resolve balances respectfully.
• Negotiate and monitor payment plans and compliance.
• Address objections, disputes and sensitive financial conversations professionally.
• Identify financial risk and help reduce aged debt.
• Collaborate with teams to support end-to-end billing and collections processes.
• Maintain accurate records and comply with policies and regulatory requirements.

Skills

Accounts receivable

Collections

Finance

Numeracy

Communication

Time management

Microsoft Office

Stakeholder relations

Aged care experience

Tools

Microsoft Office

Job description

Job Description

Job Description: Collections Officer
Care Services | Brisbane
1 x Permanent, Full Time position

1 x Full Time, Fixed Term position- 6 months

St Vincent’s has been a leader in Australia’s health and aged care landscape for more than 165 years. Since our founders, the Sisters of Charity, opened our first hospital in 1857, our services and nearly 30,000 people have been behind some of Australia’s most important medical breakthroughs.

We are a microcosm of Australia’s health and aged care system and are uniquely positioned to lead and respond to our rapidly changing environment.

We are looking for a special kind of person — a St Vincent’s kind of person . Someone who puts excellence, compassion, connection and care for other people at the heart of everything they do.

About the Role

We are seeking a Collections Officer to support the financial sustainability of St Vincent’s Care Services by managing resident and client accounts with professionalism, empathy and integrity.

This role plays a vital part in ensuring aged care revenues are managed ethically and effectively, supporting continuity of care for residents while maintaining strong relationships with residents, families and internal stakeholders. You will balance sound financial stewardship with a compassionate, person‑centred approach, recognising the sensitive circumstances often involved in aged care financial discussions.

Reporting to the Collections Manager , this role operates with a high degree of autonomy and accountability within defined financial delegations.

Please note, the salary for the position is $66,828 per annum plus superannuation.

Key Responsibilities

• Manage assigned resident and estate accounts to support timely, accurate and compliant collection of aged care fees
• Engage with residents, family members and representatives to resolve outstanding accounts in a respectful and values‑led manner
• Negotiate and manage payment plans where appropriate, including monitoring compliance and follow‑up
• Address objections, disputes and sensitive financial conversations with professionalism and sound judgement
• Identify potential financial risk and assist in proactively managing and reducing aged debt
• Collaborate with operational, clinical and corporate teams to support effective end‑to‑end billing and collections processes
• Support reporting and data insights related to collections activity, debts and payment trends as required
• Maintain accurate records and comply with relevant policies, procedures and regulatory requirements
• Contribute to continuous improvement of collections practices, ensuring alignment with St Vincent’s mission and values

What You Will Bring

• Experience in accounts administration, collections, finance or a related role
• Strong numeracy skills and attention to detail
• Well‑developed communication skills, with the ability to navigate sensitive conversations respectfully
• A person‑centred approach aligned with the values of compassion, dignity and care
• Strong time management skills with the ability to prioritise and meet deadlines
• Proficiency in Microsoft Office applications and the ability to learn new systems quickly
• Ability to work both independently and collaboratively within a team environment
• Experience within aged care, health, or a regulated environment
• Exposure to debt management or collections activities
• Demonstrated problem‑solving and critical‑thinking skills
• Ability to build strong relationships with internal and external stakeholders

What Works For You

• Meaningful work that directly supports the delivery of compassionate aged care
• Opportunity to make a tangible impact on financial sustainability and resident outcomes
• Competitive salary packaging options
• Discounted private health insurance
• Employee Assistance Program for staff and their families
• Access to Fitness Passport

Our Commitment

At St Vincent’s, we value inclusivity and diversity and acknowledge the importance of creating a work environment that is welcoming, safe, fair and impartial. We encourage applications from people of all backgrounds.

Your employment is conditional upon the completion of all required pre‑employment checks, including relevant immunisations, right‑to‑work verification and criminal history checks.

At St Vincent's we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees. As part of our Commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples.