Help Us Shape the Future of Aged Care
Trilogy Care is one of Australia’s fastest-growing approved Support at Home (HCP/S@H) providers.
We’re a vibrant, purpose-driven team dedicated to helping people live independently at home for longer. Our work goes beyond requirements – it’s about creating meaningful impact for our clients, their families, and our people. We’re proud to be building a workplace where individuals feel empowered, supported, and valued.
Role Overview
Recover outstanding debts through professional, empathetic outreach – making collection calls, establishing payment plans, and managing ITF refunds while maintaining compliance with debt collection regulations and preserving client relationships. Reporting to the Team Lead – Collections, you’ll handle a high volume of co-contribution accounts, primarily over the phone with care recipients and their families, and own daily and monthly reporting on collections performance.
What You’ll Do
- Make inbound and outbound collection calls to clients and their nominated representatives to follow up on overdue co-contribution accounts
- Negotiate payment plans and handle account-related queries with care and empathy
- Set up direct debit authorities and process payments accurately
- Process ITF refunds and manage changes to active direct debit consumers
- Record all communications and collection actions in the CRM after every interaction
- Escalate sensitive or unresolved accounts to the Team Lead with full context and documentation
- Liaise with care teams and internal departments to ensure accuracy and alignment with Services Australia requirements
- Respond promptly and professionally to client enquiries regarding income tested fees and outstanding balances
- Submit weekly activity reports and prepare regular reporting on collections performance and trends
- Adhere to debt collection
What You’ll Bring
- 2+ years in collections or credit control or a strong passion to build a career in the space
- Confidence making high-volume outbound calls with a calm, client-first approach
- Natural communication skills with strong attention to tone, detail, and empathy
- Strong problem-solving and negotiation skills
- Comfort speaking with older clients and tailoring your style with care
- Proficiency in Microsoft 365 (especially Excel)
Why Trilogy Care?
- Modern King Street, Bowen Hills office with excellent facilities, close to public transport, cafes, restaurants and supermarkets
- Vibrant team culture and regular social events
- Opportunities for career mapping and career progression within the company
- Salary packaging (Novated Leasing) to boost your take-home pay
- Access to Fitness Passport to support your health and wellbeing
- EAP support for you and your immediate family
- Employee discounts on groceries, fuel, utility bills, wellness and more
Unlock your Potential with Trilogy Care
Behind every hour of care we deliver is a smart, tech-enabled team rethinking how aged care operates. At Trilogy Care, we’re going beyond compliance and coordination – we’re applying AI, automation and operational design to deliver better client experiences and better employee ones. Every staff member has access to generative AI tools, training, and time to experiment – not just the Tech team! Whether you’re in finance, people & culture, growth, or support, you’ll be part of an industry-first AI movement where we reward ideas that improve care outcomes, safety, efficiency or team wellbeing.
Please note
To join our team, you’ll need to have full Australian work rights. As part of our standard recruitment process, we’ll also conduct a working rights check, police check and request professional references during onboarding.
We appreciate the interest of recruitment agencies but kindly ask that resumes not be submitted unless a prior agreement is in place. Trilogy Care will not accept responsibility for any fees related to unsolicited resumes.
