Team Lead-Internal Coordination
On-site · Brisbane, Queensland, Australia
Job Summary
Team Lead for Internal Coordination overseeing care delivery and leadership of Care Coordinators and Senior Care Coordinators. Responsibilities include managing a personal caseload of up to 75 clients, conducting regular client check-ins, onboarding new clients, triaging inbox inquiries, reviewing budgets and service plans, monitoring KPIs, and ensuring quality assurance and regulatory compliance. Lead, mentor, and develop team members; provide guidance, coaching, and performance feedback; conduct daily 1:1s; drive process improvements, escalation management, and incident reporting; participate in daily stand-ups and reporting with the FC-I Manager. Strong emphasis on collaboration, client-centric care, and operational efficiency within an Australian aged-care context (NDIS/S@H). Requires full Australian work rights and a minimum of 2 years in relevant care coordination roles.
Required Qualifications
- Minimum 2+ years' experience in care coordination, case management, or NDIS support services
- Demonstrated experience leading, coaching, or mentoring team members
- Strong understanding of Trilogy Care and S@H
- Excellent communication, interpersonal, and conflict-resolution skills
- Proven ability to manage multiple priorities and balance caseload with leadership responsibilities
- Strong problem-solving skills with ability to handle escalations and complaints effectively
- Proficiency in client management systems, performance metrics
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