Case Manager in Sydney

My Guardian is a leading Aged and Disability Care provider dedicated to delivering compassionate, high-quality home care services.

We are passionate about empowering our clients to live independently with dignity and respect.

As we continue to grow, an exciting opportunity has become available for a motivated and self-driven Case Manager to join our team.

This role plays a critical part in building meaningful relationships and delivering exceptional customer service to prospective and existing Aged Care and NDIS participants.

About the Role

As a Case Manager, you will be the first point of contact for prospective clients and their families.

You will guide them through the intake and decision-making process, ensuring they feel supported, informed, and confident in choosing My Guardian.

This is a fast-paced, relationship-driven role requiring strong communication skills, attention to detail, and the ability to manage multiple stakeholders while maintaining a high standard of professionalism and care.

Key Responsibilities

• Provide expert guidance to prospective clients on Home Care Packages, Support at Home, and NDIS services, converting enquiries into active clients.
• Engage with clients via phone, email, and face-to-face meetings to assess needs and recommend appropriate service solutions.
• Generate and manage referral pipelines through My Aged Care and NDIS portals, networking, and community partnerships.
• Build and maintain strong relationships with healthcare providers, community organisations, and other referral partners.
• Coordinate end-to-end onboarding, including documentation, service transitions, waitlist management, and referral prioritisation.
• Maintain accurate CRM records, monitor lead activity, and provide reporting on client acquisition and conversion performance.
• Clearly communicate funding levels, fees, and service inclusions to clients and families.
• Collaborate with rostering and clinical teams to ensure services are delivered in line with care plans and funded package levels, supporting overall operational needs.

About You

• You are client-focused, confident, and proactive, with the ability to build rapport quickly and manage sensitive conversations with empathy and professionalism.
• You thrive in a target-driven/sales environment and are comfortable guiding clients through complex funding and service information.
• 1 year of care management or client intake experience is a plus.
• Demonstrated knowledge of Aged Care Support at Home funding and NDIS frameworks.
• Exceptional customer service, negotiation, and influencing skills.
• Strong ability to build relationships with multiple stakeholders.
• Excellent interpersonal skills with high levels of resilience.
• Professional verbal and written communication skills.
• Current driver’s licence and access to a reliable vehicle.

What We Offer

• Competitive salary package
• Onsite gym
• Supportive and positive office culture
• Weekly Friday afternoon drinks and nibbles at Head Office
• Healthy snacks and refreshments
• Ongoing training and career development opportunities

Please note that only shortlisted candidates will be contacted.

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