Health Concierge - Navigator

About us

Established in 1840, we are Australia’s first wellbeing company, delivering health, wealth and care services for our members and the community.

As a social enterprise, we’re motivated by our purpose to positively impact the wellbeing of millions. We reinvest profits to deliver products and services sustainably that matter most to our members, customers and the Australian community.

For us, Real Wellbeing encompasses the whole experience of life. It’s about feeling supported in your health, connected with your community and empowered to live life on your terms.

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.

Why Join Us?

You will enjoy a range of great employee benefits and rewards including:

• Competitive salary
• Enjoy additional yearly Well-Being and Community leave days
• 14-week paid parental leave, with equal benefit for both parents
• Employee Referral Program
• Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most
• Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
• Available access to LinkedIn Learning courses through our great Learning platform

For further benefits visit: https://www.australianunity.com.au/careers/culture

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.