Resident & Family Welcome Coordinator

Make Every Welcome Matter

Resident & Family Welcome Coordinator

At Access Aged Care, we’re transforming healthcare delivery for older Australians. Through our unique model, we bring together GPs, Nurse Practitioners, Practice Nurses, Specialists and aged care teams to deliver coordinated, proactive care to residents across Australia.

We are seeking a warm, empathetic and confident communicator to join us as a Resident & Family Welcome Coordinator.

This role is about creating a positive first experience for new residents and their families, helping them understand our service, answering general questions and ensuring they feel informed, reassured and supported.

About the Role

Moving into aged care or transitioning to a new healthcare provider can be an emotional and uncertain time. As the Resident & Family Welcome Coordinator, you will personally contact new residents and their nominated family members or representatives to welcome them to Access Aged Care and explain what they can expect from our service.

In this role, you will:

• Make outbound welcome calls to new residents and their families or representatives
• Explain how our doctors, nurses and specialists work together to support residents
• Provide clear information about what to expect during the first few weeks
• Confirm families have received the relevant welcome information and know how to contact us
• Answer general questions about our services, appointments, communication and billing arrangements
• Listen carefully to questions or concerns and respond with patience, empathy and understanding
• Identify unresolved concerns or misunderstandings and escalate them to the appropriate team
• Accurately record call outcomes, concerns and required follow-up actions
• Coordinate with clinical, customer service and operational teams when further assistance is needed
• Follow up with residents and families where appropriate
• Share recurring questions and feedback to help us improve the onboarding experience

This is a non-clinical role. Any clinical questions will be referred to an appropriately qualified member of our healthcare team.

About You

You are someone who communicates naturally and warmly over the phone and understands that entering aged care can be a significant transition for residents and their families.

To be successful, you will bring:

• Excellent telephone communication and active listening skills
• Genuine empathy for older people and their families
• A calm and patient approach
• Good judgement and the ability to recognise when a concern needs to be escalated
• Strong organisation, record-keeping and follow-up skills
• Confidence using customer management systems and standard office technology
• The ability to work independently while remaining connected to a broader team
• A commitment to confidentiality, privacy and respectful communication

Experience in aged care, healthcare, community services, patient support, family liaison, client onboarding or telephone-based customer service will be highly regarded.

Personal experience supporting a loved one entering or living in aged care may also provide valuable insight into the needs of residents and their families.

Why Join Us?

• Make a meaningful difference during an important time in residents’ and families’ lives
• Join a purpose-driven organisation improving healthcare for older Australians
• Be part of an innovative, multidisciplinary healthcare model
• Work within a collaborative and supportive team
• Help shape and improve the resident and family onboarding experience
• Opportunity for the position to progress from casual to permanent employment as the role develops

This role will initially be offered on a casual basis, with hours determined by the number of new residents joining the service. There is potential to progress to permanent employment based on performance, business requirements and the ongoing development of the role.

If you are a caring and capable communicator who would enjoy helping residents and families feel welcomed, informed and supported, we would love to hear from you.

Apply today or email your application to ••••@accesstelehealth.com.au.