Why Choose Amana Living?

Amana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. We offer a broad range of services, including residential care homes, transition care programs, retirement living villages, home care, day care, respite, and dementia specific services. Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life.

Our vision is a community where every older person is honoured and valued. Our mission is together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life. Our values are compassion, collaboration, curiosity, inclusion and trust. Amana Living is proud to lead in reforms that benefit our workforce, caring for those who care for a career.

Our Benefits

• Competitive rates
• Salary packaging benefits up to $18,550
• School holidays childcare assistance
• Health and wellbeing programs and more! 
• Ongoing training and development to keep your skills growing.
• Access to our Employee Assistance Program

At Amana Living, we value diversity and welcome applicants from all backgrounds, including those who identify as living with disability, are Aboriginal or Torres Strait Islander, or members of the LGBTIQA+ community. Join us in making a difference! 

The role

This role is primarily responsible for maintaining the number of Support at Home restorative care pathway packages  and ensuring the smooth, efficient administration of the Support at Home assessment and admission process.  The role is a key point of contact for external referral groups and the public.

Key responsibilities

• Maintaining excellent standard of customer service. 
• Assisting clients to understand Support at Home  restorative care pathway packages and provide correct information in a timely manner. 
• Managing RCP referrals through My Aged Care (MAC)
• Communicating with and advising clients about the program in a clear and supportive manner, ensuring they understand available services, the setup process, and any costs associated with their care.
• Reviewing all RCP referrals received via MAC and contacting clients on the same day the referral is received to have an Agreement signed.
• Collecting signed Agreements from clients and communicating clearly to ensure a positive and smooth initial experience. Ensuring agreements are returned in a timely manner.
• Assessing whether a prospective client requires support from a Home Care Advisor or can proceed without one.
• Working closely with other departments to provide the best outcome for the clients.
• Managing the inbox and forwarding leads and enquiries to the Coordinators in the Home Care Sales team. 
• Resolving or escalating customer complaints/concerns in a timely manner. 
• Adding client to work systems and documenting interactions on client’s record,
• Setting up leads and enquiries to support Coordinators in managing workflow.
• Conduct yourself in a professional manner at all times, ensuring a workplace free from discrimination and harassment.
• Cover other roles in Customer Service, as directed by the CS Team Leader.
• To take responsibility for a safe working environment in order to prevent injury to self, fellow staff members and others.
• Comply with Amana Living Policies and Procedures as set out in Amana Living Policy Manuals and the Charter of Residents’ Rights and Responsibilities.

What you’ll have:

• Previous experience in aged care (desirable)
• Previous experience working with people with diverse needs and expectations
• Good computer skills and experience with CRM or call systems
• Results oriented, passion for delivering against targets
• Exceptional customer service skills and excellent phone manner
• Previous experience in an administrative role
• Brilliant team-working mindset and approach to tasks
• Strong communication and interpersonal skills

Competencies & Behaviours

• A high degree of accuracy and attention to detail
• Ability to operate as part of a team
• Clear, confident and empathetic communication skills
• Strong customer focus – understanding and prioitising customers’ needs

Essential Criteria

• Current Police Clearance (no older than 6 months)
• Complete Medical Health Questionnaire & Reference checks
• Strong communication and interpersonal skills
• Evidence of Influenza vaccination 2026

HOW TO APPLY

If you are interested in this role and meet the essential criteria, please click the "apply now" button. Amana Living reserves the right to close this position prior to the closing date. Shortlisting and interviews will commence immediately.