Client Engagement Coordinator

About the role

Lumia Care, which provides person-centred aged care and disability services across Australia, is expanding its Customer & Growth team and is looking for a Client Engagement Coordinator in Melbourne. You will work with clients moving from the Commonwealth Home Support Programme (CHSP) to the new Support at Home program, helping them understand their options, building trust and turning enquiries into active Lumia Care clients.

Key responsibilities

• Make outbound calls and manage inbound enquiries to convert CHSP clients to Support at Home
• Nurture and manage a pipeline of prospective clients using the CRM system
• Guide clients and their families through service options with empathy and clarity
• Follow up consistently and keep accurate records of all client interactions
• Meet conversion targets and contribute to team growth goals
• Collaborate with clinical and operations teams to ensure smooth client onboarding
• Identify ways to improve outreach scripts, processes and client experience

Required profile

• Experience in aged care, in-home care or a related health setting
• Familiarity with CHSP, Support at Home or Home Care Packages
• Experience in telesales, customer service or client coordination
• Proven experience in business development, client engagement or sales
• Comfortable driving across Melbourne for client visits

Required skills

• CRM systems and pipeline management
• Microsoft Excel
• Warm, confident telephone manner and strong communication skills
• Relationship-building, negotiation and stakeholder management
• Ability to manage multiple priorities in a fast-paced environment