Health Concierge - Navigator

Australian Unity Limited; Melbourne; Sur place; AUD 70 000 - 90 000; Plein temps

Résumé du poste

Australian Unity Limited is seeking a Health Concierge - Navigator to join our Home Health team. You will guide customers through the complex world of community and aged care services, understand their needs, and connect them with services, funding options and resources to help them live independently at home.

You will work with internal teams to support customers from referral and onboarding through to service commencement and ongoing support, delivering compassionate, person-centred care and

Qualifications

• Experience in customer service, care navigation or related roles.
• Knowledge of health or home care funding pathways preferred.
• Strong communication, relationship-building and organisational skills.

Responsabilités

• Support customers through their health and aged care journey with personalised guidance.
• Build relationships with 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, services and home modifications.
• Respond to customer enquiries via phone, email and digital channels.
• Maintain accurate customer records across multiple systems.
• Collaborate with care, service delivery and support teams for a seamless experience.
• Identify opportunities to improve customer outcomes and service growth.

Connaissances

Customer service

Care navigation

CRM experience

Communication

Outils

Salesforce

Description du poste

About the Opportunity

We're looking for a customer-focused and compassionate Health Concierge - Navigator to join our Home Health team.

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.

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.

Applications will close on Monday, 26 October 2026.