Health Concierge - Navigator

Australian Unity Limited; Central Coast; Híbrido; AUD 65.000 - 90.000; Jornada completa

Descripción de la vacante

Australian Unity Limited is seeking a Health Concierge - Navigator for our Home Health team. The role supports customers in Clayton, VIC or Tuggerah, NSW, guiding them through health and aged care options with personalised care planning.

You will build trust, engage with customers across channels, and coordinate referrals, onboarding and funding changes while maintaining accurate records. A flexible hybrid arrangement may follow training, with a focus on delivering excellent customer experiences.

Formación

• Demonstrated experience in customer service or care navigation roles.
• Experience in health or aged care contexts is preferred.
• Familiarity with funding programs relevant to home care services is a plus.

Responsabilidades

• Support customers through their health and aged care journey with personalised guidance.
• Build relationships with prospective and existing customers to understand goals and care needs.
• Manage referrals, enquiries and customer pipelines with timely follow-up.
• Coordinate onboarding, service commencement, funding changes and offboarding activities.
• Educate customers on care options, funding pathways, and home modifications.
• Respond to enquiries via phone, email and digital channels.
• Maintain accurate customer records across systems.
• Collaborate with care, service delivery and support teams for a seamless experience.
• Identify opportunities to improve customer outcomes and service growth.

Conocimientos

Customer service

Care navigation

Sales

Service coordination

CRM systems

Communication

Relationship building

Multichannel support

Herramientas

Salesforce

Descripción del empleo

We're looking for a customer-focused and compassionate Health Concierge - Navigator to join our Home Health team. This role is open to candidates based in Clayton, VIC or Tuggerah, NSW.

As a trusted guide for customers, you'll play a key role in helping people navigate the often-complex world of community and aged care services. You'll engage with prospective and existing customers to understand their needs, provide tailored support, and connect them with the services, funding options and resources that will help them live independently and confidently at home.

This is an exciting opportunity for someone who enjoys building relationships, delivering outstanding customer experiences, and helping customers make informed decisions about their care. Working closely with internal teams, you'll support customers throughout their journey from referral and onboarding through to service commencement and ongoing support.

What You'll Do:

• Support customers through their health and aged care journey, providing personalised guidance and recommendations.
• Build strong relationships with prospective and existing customers to understand their goals, preferences and care needs.
• Manage referrals, enquiries and customer pipelines, ensuring timely follow-up and exceptional customer service.
• Coordinate onboarding, service commencement, funding changes and offboarding activities.
• Educate customers on available care options, funding pathways, services, equipment and home modifications.
• Respond to customer enquiries across phone, email and digital channels.
• Maintain accurate customer records and documentation across multiple systems.
• Work collaboratively with care, service delivery and support teams to ensure a seamless customer experience.
• Identify opportunities to improve customer outcomes, engagement and service growth.

You'll be based in the office Monday to Friday (9am-5pm) while you build your knowledge and confidence in the role, with flexibility to work from home considered following the training period.

About You

You're passionate about helping people and naturally build trust with customers. You enjoy having meaningful conversations, understanding individual needs and guiding customers towards the right solutions.

You bring strong communication skills, excellent judgement and a genuine commitment to delivering exceptional customer experiences. Highly organised and proactive, you're comfortable managing multiple priorities while maintaining accuracy and attention to detail.

You Will Bring:

• Demonstrated experience in customer service, care navigation, sales, service coordination or a similar customer-facing role.
• Experience working within aged care, community care, health care or a related industry.
• Sound knowledge of funding programs and regulations relevant to in-home or community care services.
• Strong relationship‑building, communication and influencing skills.
• A customer‑centric mindset with a focus on delivering positive outcomes.
• Strong problem‑solving skills, initiative and attention to detail.
• Experience using CRM and customer management systems, ideally Salesforce or similar platforms.
• The ability to work collaboratively across multidisciplinary teams.