Resident & Family Welcome Coordinator
Core
Creating a positive first experience for new residents and their families by making outbound welcome calls, explaining services, and ensuring they feel informed and supported.
Role type
Resident & Family Welcome Coordinator (non-clinical customer liaison)
Builds
Coordinated, proactive care delivery for older Australians via a multidisciplinary healthcare model
Domain
Aged care / Healthcare / Patient onboarding
Deliverable
client delivery
Required skills
outbound telephone communication, active listening, empathy for older adults, patience, judgment for escalation, organization, record-keeping, follow-up, familiarity with customer management systems
Preferred skills
experience in aged care, healthcare, community services, patient support, family liaison, client onboarding, telephone-based customer service, personal experience supporting a loved one in aged care
Responsibilities
Make outbound welcome calls to new residents and families; explain how doctors, nurses, and specialists work together; provide clear information about the first few weeks; confirm receipt of welcome information; answer general questions about services, appointments, communication, and billing; listen to concerns and respond with empathy; escalate unresolved issues; record call outcomes and follow-up actions; coordinate with clinical and operational teams; follow up with residents; share feedback to improve onboarding
Seniority
Casual to permanent, individual contributor