Onsite Client Experience Specialist - Care Impact

Trilogy Care Pty Ltd; Brisbane; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Fitness Passport

Employee Assistance Program (EAP)

Bi-weekly team lunches

Job summary

Trilogy Care Pty Ltd in Brisbane is seeking a Client Experience Coordinator to manage client calls, onboarding and service setup, ensuring timely support and accurate records. You will connect clients with service providers and maximise Home Care Package benefits while maintaining strong relationships with families and providers.

The role is on-site at our Bowen Hills office, with a focus on high-quality, KPI-driven service in a fast-paced environment.

Qualifications

• Excellent communication and a client-first approach.
• Strong organisational skills with ability to juggle priorities.
• Calm, confident phone manner with CRM experience.
• Detail-oriented with accurate record keeping and KPI focus.
• Experience in aged care or health services is valued but not essential.

Responsibilities

• Handle high volume inbound and outbound client calls.
• Support onboarding and service setup for new clients.
• Be a trusted contact for client enquiries and requests.
• Maintain records in CRM and track client progress.
• Match clients with suitable service providers based on needs.
• Encourage service utilisation and maximise Home Care Package benefits.
• Build relationships with clients, families, providers and internal teams.
• Communicate proactively and follow up to ensure a positive experience.

Skills

Communication

Organisational skills

Phone presence

CRM systems

Attention to detail

Customer service

Tools

CRM systems

Job description

Trilogy Care Pty Ltd in Brisbane is seeking a Client Experience Coordinator to manage client calls, onboarding and service setup, ensuring timely support and accurate records. You will connect clients with service providers and maximise Home Care Package benefits while maintaining strong relationships with families and providers.

The role is on-site at our Bowen Hills office, with a focus on high-quality, KPI-driven service in a fast-paced environment.