General Manager - Resident Liaison

TLC Healthcare; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Free gym membership

Discounted health insurance

Novated leasing options

Employee shopping portal

Job summary

TLC Healthcare is seeking a General Manager - Resident Liaison to lead the Resident Liaison function across our 12 aged care homes. The role focuses on occupancy governance, admissions excellence, and delivering a consistently exceptional resident experience.

Reporting to the COO, you will coach Resident Liaison Officers, partner with Marketing and executive teams, and drive best-practice admissions standards and engagement with families.

Qualifications

• Proven leadership in aged care admissions and occupancy.
• Deep knowledge of AN-ACC funding and resident agreements.
• Experience leading multiple sites and teams.
• Strong stakeholder management and communication.

Responsibilities

• Lead and develop Resident Liaison Officers across multiple homes.
• Drive occupancy growth through admissions and enquiry strategies.
• Establish consistent admissions processes and best-practice standards.
• Provide guidance on resident agreements and funding.
• Build capability and succession planning across the function.
• Analyze occupancy data to support strategic decisions.

Skills

Leadership

Aged care admissions

Occupancy management

Resident liaison

Customer experience

Business development

Stakeholder engagement

Analytical skills

Coaching

Communication

Tools

NeRA

Job description

Lead Occupancy, Admissions & Resident Experience Across TLC Healthcare

We are seeking an experienced, commercially minded, and people-focused General Manager - Resident Liaison to lead our Resident Liaison function across the organisation.

This newly created leadership role is responsible for driving occupancy governance, admissions excellence, resident experience, and consistency across our aged care homes. Working closely with Residential General Managers, Resident Liaison Officers, Marketing, and Executive Leadership, you will play a pivotal role in supporting growth and ensuring families receive an exceptional experience throughout their aged care journey.

Reporting to the Chief Operating Officer, as General Manager - Resident Liaison, you will provide leadership, coaching, and subject matter expertise to our Resident Liaison teams while overseeing admissions processes, occupancy strategies and admission compliance across the portfolio.

You will establish best-practice admissions standards, improve enquiry-to-admission conversion, reduce vacant bed days, and ensure a consistent, high-quality experience for residents and their families.

This is a strategic leadership role that combines people leadership, customer experience, occupancy management, and operational excellence.

Key Responsibilities

• Lead, mentor, and develop Resident Liaison Officers (direct reports) across our 12 aged care homes
• With Marketing, drive occupancy growth through effective admissions and enquiry management strategies
• Lead occupancy review meetings and support homes to achieve occupancy targets, creating occupancy action plans where occupancy falls below targets.
• Establish consistent admissions processes, procedures, and best-practice standards across the organisation
• Provide expert guidance on resident admissions, contracts, aged care funding, and onboarding processes
• Review and approve resident agreements and admissions documentation to ensure compliance is achieved
• Build capability within Resident Liaison and Administration teams through coaching and training
• Develop succession plans and cross-training programs to ensure business continuity
• Partner with Residential General Managers and key stakeholders to identify occupancy opportunities and risks
• Analyse occupancy data and trends to support strategic decision‑making
• Build and maintain strong relationships with referrers, hospitals, health professionals, and community partners
• Drive initiatives that enhance resident and family satisfaction throughout the admissions journey
• Foster a culture of excellence with Business Development and embed this into all Resident Liaison positions.

About You

You are a confident leader who combines strong commercial acumen with a genuine passion for customer experience and aged care.

To be successful, you will bring:

• Demonstrated leadership experience within aged care admissions, occupancy, resident liaison, customer experience, and business development
• Strong understanding of residential aged care admissions and occupancy management including Resident Agreements and knowledge of any legislation compliance changes and be able to implement these.
• Knowledge of AN-ACC funding and aged care financial arrangements
• Experience leading and developing high-performing teams
• Excellent stakeholder engagement and relationship-building skills
• Strong analytical and problem-solving capabilities
• A continuous improvement mindset with the ability to drive consistency across multiple sites
• Outstanding communication, coaching, and influencing skills
• High attention to detail and exceptional organisational skills
• Experience using NeRA, including admissions workflows and resident agreement generation processes, will be highly advantageous

Why Join TLC Healthcare?

• Newly created leadership role with organisation-wide impact
• Opportunity to shape the future of the Resident Liaison function
• Work closely with Executive and operational leaders
• Ongoing leadership development and coaching
• Employee Assistance Program
• Exclusive access to TLC Employee Shopping Portal
• Free gym membership
• Discounted health insurance
• Novated leasing options

The Impact You'll Make

Success in this role will be measured through:

• Resident Agreement Compliance
• Reduced enquiry-to-admission timeframes
• Improved resident and family satisfaction
• Reduced vacant bed days and stronger occupancy performance
• Consistent admissions and onboarding processes across all homes
• Increased capability and confidence within Resident Liaison teams
• Formal succession plans and cross-training pathways across the function

Why TLC?

At TLC Healthcare, our mission is to be leaders in innovative and integrated healthcare, delivering wellbeing and care to our communities. We value Respect, Accountability, Excellence, Collaboration, Integrity and Innovation and are committed to creating an environment where our people thrive.

If you're passionate about leading people, improving resident experiences, and driving occupancy outcomes, we'd love to hear from you.

For any questions regarding this role, please feel free to contact Talent Acquisition at ***************@tlchealthcare.com.au

To learn more about the benefits of joining Team TLC, please visit our website tlchealthcare.com.au

We are an organisation with a strong sense of purpose that celebrates diversity, inclusion and embodies our core values of respect, accountability, excellence, collaboration, integrity and innovation.

Our culture is based on a supportive team environment where people thrive and achieve their best professionally

At TLC, we are committed to fostering a diverse, equitable, and inclusive environment where all individuals are respected, valued, and empowered. We believe that embracing different perspectives strengthens our organisation and enhances our ability to serve our communities with integrity and compassion.

As part of our recruitment process, you may be required to complete a pre-employment psychometric and medical assessment.