Job Description

Help Us Shape the Future of Aged Care

You’re confident on the phone, comfortable with complexity, and known for your sound judgement. You enjoy thinking critically, having meaningful conversations, and supporting people through moments that don’t always have a clear-cut answer.

If that sounds like you, this could be your next move!

Trilogy Care is growing rapidly, and we’re looking for empathetic, capable people to join our Care team as Care Coordinators. We’re hiring multiple roles, offering you the opportunity to use your customer service or call centre experience in a relationship-based case management role where every interaction genuinely improves the lives of older Australians and their families.

About the Role

As a Care Coordinator you’ll manage a dedicated portfolio of older Australians accessing Support at Home funding. You’ll be their primary point of contact, building trusted, long-term relationships and supporting them to navigate their care with clarity and confidence. Our clients value human connection and prefer to speak on the phone, so strong communication skills and emotional intelligence are essential.

As Support at Home legislation continues to be introduced and refined, you’ll need to feel comfortable navigating evolving guidelines and occasional grey areas. You won’t be doing this alone - peer collaboration, clinical expertise, and leadership support are embedded into how we work, ensuring decisions are well-considered, compliant, and client-focused.

Every day brings variety. You’ll assess changing needs, manage risk, resolve concerns, and guide clients through care pathways - balancing funding rules, care standards, and real-world human needs.

What You’ll Do

• Handle high-volume calls (50-80 calls/day) and enquiries in a structured, fast-paced support environment
• Manage a portfolio of client enquiries by assessing needs, identifying risks, and guiding appropriate care pathways
• Deliver outstanding customer service through clear, timely, and empathetic communication across phone and email
• Coordinate and schedule care and support services
• Manage and monitor budgets to prevent overspending
• Confidently use multiple technology platforms to deliver services
• Source information and solutions to support client goals
• Collaborate with internal teams and external providers to resolve complex care-related queries and ensure positive client outcomes
• Use multiple systems and CRM platforms while maintaining accuracy, efficiency, and attention to detail

What You’ll Bring

• Experience in customer service or contact centre environments, with confidence managing frequent and often complex phone conversations
• Exceptional communication and active listening skills, with a genuinely client-centred approach
• Strong problem-solving ability, applying sound judgement and critical thinking to navigate complex, sensitive, or evolving situations
• High level of tech confidence, including Microsoft Office 365 and the ability to learn new systems quickly
• Strong attention to detail, ensuring accurate documentation, care records, and timely follow-up
• A collaborative, team-oriented mindset, paired with a professional, warm, and confident phone manner

Why Trilogy Care?

• $75,000 (plus superannuation) + up to $5,000 KPI-based bonus
• Expansive new King Street office with excellent facilities, close to public transport, cafes, and restaurants
• Fitness passport
• Vibrant business and team culture with regular social events
• Ongoing training workshops and support from Learning & Development, peers, and managers
• EAP support for you and your immediate family
• Employee discounts on groceries, fuel, utility bills, wellness, and more

Unlock Your Potential with Trilogy Care

Behind every hour of care we deliver is a smart, tech-enabled team rethinking how aged care operates. At Trilogy Care, we’re applying AI, automation, and operational design to deliver better client experiences and better employee ones. Every team member has access to generative AI tools, training, and time to experiment - not just the Tech team.

Please note

To join our team, you’ll need full Australian work rights. As part of our standard recruitment process, we’ll conduct a working rights check, police check, and request professional references during onboarding.