Resident Relationship and Admissions Manager

• Permanent Full Time Role – Monday to Friday

• Salary packaging options available to improve your net income

• Great location, close to public transport

St Luke’s Care is an iconic private health organisation that has delivered excellence in care for over 100 years. Our Hospital, Residential Aged Care Home, Rehabilitation and Home Care services are all committed to providing the highest quality care. We invest in our staff’s development and provide a culture that allows you to grow.

We are seeking an experienced and passionate Resident Relationship & Admissions Manager to lead our admissions process and champion an exceptional resident experience from the very first enquiry through to ongoing engagement throughout a resident's journey.

About the Role:

This is a unique opportunity to combine customer relationship management, admissions coordination and hospitality leadership in a role that has a direct impact on resident satisfaction and occupancy.

Reporting to the Director Aged Care Services, you will be responsible for managing all residential enquiries and admissions while leading the ongoing implementation of our Higher Everyday Living Framework (HELF), ensuring every resident enjoys an outstanding living experience.

Working closely with clinical, hospitality, and lifestyle teams, you will ensure residents and their families experience a seamless, compassionate and professional transition into Lulworth House.

Key Responsibilities:

Admissions & Occupancy

• Manage all qualified residential enquiries from initial contact through to admission

• Conduct personalised tours for prospective residents and families

• Coordinate the entire admissions process, including contracts, documentation and move-in planning

• Maintain an effective waitlist and support timely occupancy of vacant rooms

• Develop strong relationships with prospective residents and their representatives throughout the decision-making process.

Resident Relationships

• Build trusted relationships with residents and their families

• Support residents throughout their admission and transition into the Home

• Promote resident engagement and positive consumer experiences

• Assist in resolving concerns promptly and professionally.

Higher Everyday Living Framework (HELF)

• Lead the implementation and ongoing coordination of the Higher Everyday Living Framework

• Work collaboratively across Lifestyle, Hospitality, Clinical and Corporate Services to continually enhance the resident experience

• Coordinate resident feedback and use insights to drive continuous improvement.

About You:

You are passionate about delivering outstanding customer experiences and understand that moving into residential aged care is one of life's most significant transitions.

Selection Criteria:

• Experience in residential aged care admissions, customer service, hospitality or relationship management

• Excellent interpersonal and communication skills

• Highly developed organisational and administrative abilities

• A compassionate, empathetic and professional approach

• Strong negotiation and relationship-building skills

• Experience managing contracts and documentation

• A commitment to person-centred, rights-based care

• The ability to work collaboratively across multidisciplinary teams

• Strong computer skills and experience using clinical or customer management systems.

Experience with HELF, customer experience programs or hospitality management within aged care will be highly regarded.

This position is far more than admissions. You will be the first point of contact for prospective residents and families, helping them navigate one of life's most important decisions with confidence and compassion. You will also play a key role in shaping the everyday living experience for our residents by driving initiatives that promote hospitality, wellbeing, choice and quality of life.

If you are passionate about building relationships, creating exceptional experiences and making a meaningful difference, we would love to hear from you.

Benefits:

• Wide range of salary packaging options available up to $15,900 per year to improve your net income

• Positive and friendly team culture

• Competitive remuneration package

• Diverse role with training and education opportunities

• Supportive leadership team

• Opportunity to make a meaningful difference in the lives of our residents every day.

Please submit your application including an up-to-date resume with relevant skills and experience and a cover letter addressing how you meet the criteria and your interest in the role.

If you would like to find out more about St Luke’s Care, visit our website at www.slc.org.au

PROOF OF ELIGIBILITY TO WORK IN AUSTRALIA MUST BE PROVIDED

PLEASE NOTE ONLY SHORT LISTED CANDIDATES WILL BE CONTACTED

All positions at St Luke’s Care are subject to relevant character and probity checks including criminal record and/or working with children checks.

Immunisation against specified infectious diseases (or proof of non-response) are also a requirement of employment at St Luke’s Care.

At St Luke’s Care we acknowledge the importance of creating a work environment that is welcoming, equitable and safe for all. As part of our commitment to promoting a diverse and inclusive workplace culture, we encourage applications from Aboriginal and Torres Strait Islander peoples, and from everyone who meets the selection criteria and shares St Luke’s philosophy and values regardless of their age, gender, religion, cultural background, sexual orientation, gender identity, disability and/or family status.