Service Coordinator - Tamworth

At Home Health, we’re transforming care in local communities to help customers live healthier, more independent lives. Our mission is to deliver person-centred care, empowering customers to navigate their healthcare options with confidence and thrive in supportive communities. Working within a multidisciplinary team, we provide safe, high-quality care that enables customers to age well at home or in their chosen setting.

As a Service Coordinator, you’ll build strong relationships with customers and their families, develop holistic health plans, and coordinate services tailored to their needs. Collaborating with clinical teams and community professionals, you’ll guide customers with compassion, ensuring they feel supported and empowered throughout their care journey.

Your customer base, as well as this position is based at our Tamworth NSW branch. 

Aged Care Industry experience is desirable but not essential—we welcome candidates seeking a career change from Banking, Retail, or Sales sectors!

Key accountabilities:

• Build trusted relationships with customers, their families, and carers to support their goal of staying at home while delivering person-centred care.
• Promote a customer-focused culture by responding to feedback, resolving inquiries efficiently, and driving continuous service improvements.
• Build strong relationships with stakeholders, external providers, and health professionals to ensure customers receive tailored supports and optimal care outcomes.
• Onboard new customers, review intake information, build rapport, and guide them through the health plan process to ensure services are optimised within their budget.
• Collaborate with clinical teams to assess care needs and manage service referrals, while finalizing health plans and completing service agreements.
• Oversee customer offboarding, ensuring accurate discharge, final payments, and record management.
• Conduct ongoing customer reviews, assess care needs, and collaborate with health services to ensure appropriate supports are in place, while managing budgets and addressing changes in funding or health status.
• Resolve customer concerns, maintain accurate care plans, manage contractor engagements, and ensure timely reporting of clinical incidents and safety issues.
• Champion safety, quality, and wellbeing by promoting best practices, fostering diversity and inclusion, ensuring compliance with national standards, managing risks, and driving continuous improvement to enhance both customer and employee experiences.

Does this sound like you? 

• Prior Customer Service/Account or Portfolio Management experience.
• Ability to manage multiple priorities with proven time management strategies.
• Experience in managing financial budgets, ensuring compliance standards, and working towards KPIs. 
• Strong stakeholder engagement skills, focused on building internal and external relationships to achieve customer outcomes.
• Demonstrated ability to handle customer feedback and complaints in a timely manner.
• Proficient in Microsoft Office Suite with strong writing skills.
• COVID-19 vaccinated, including two doses (booster optional).

Why work for Australian Unity?

• Additional Leave entitlements including Community, Wellbeing & Deep Listening Leave
• Flexible Work Options – this role is a hybrid approach between client visits, Branch days & WFH as part of your week
• Lifelong learning & career development available - including full access to LinkedIn Learning & career opportunities
• Staff discounts – discounts across our Insurance, Home and Personal loans as well as travel and retail discounts through our partners
• Fitness Passport – discounted access to over 1,500 fitness facilities across Australia
• Novated Car Leasing options through our partner
• 14 weeks paid Parental Leave & access to Remedy’s Bump to Baby program

Click APPLY or contact Caroline Gray (Talent Acquisition Specialist) at cagray@australianunity.com.au for a confidential discussion.

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. To view our Reconciliation Action Plan, please click https://www.australianunity.com.au/about-us/reconciliation-action-plan