Service Intake Lead

Service Intake Lead

Full-time | Remote

Our client is a fast-growing health-tech company helping NDIS participants access allied health services faster, across Occupational Therapy, Speech Therapy, Psychology, Neuropsychology, Physiotherapy, Exercise Physiology, Behaviour Support and Dietetics.

Referral demand is strong and growing, and they’re looking for a Service Intake Lead to own the journey from new referral to confirmed booking.

ABOUT THE ROLE

This isn’t a phone or reception role. Calls and in-depth participant conversations are handled by other team members. You’ll work mainly by email and SMS, turning referral information into action and making sure every referral has an owner, a next step and a clear path to care.

WHAT YOU’LL DO

• Own a shared, high-volume referral inbox and aim for same-day acknowledgement
• Respond to participants, families, Support Coordinators, Plan Managers and referrers
• Document each participant’s needs: goals, disciplines, delivery mode, location, availability, urgency and funding
• Identify missing information and follow it up proactively
• Match participants with suitable practitioners based on needs, skills, availability and location
• Make tentative bookings and follow them through to confirmed appointments
• Keep CRM and practice-management records accurate and up to date
• Escalate urgent, safeguarding, clinical or funding matters appropriately
• Spot recurring delays and suggest better ways of working

REQUIREMENTS

• 3+ years in healthcare, disability, allied health, intake, service coordination or client care
• Experience managing shared or high-volume service inboxes
• Experience coordinating referrals, intake and appointment scheduling
• Excellent written communication: warm, clear and professional
• Strong scheduling and diary-management skills
• Ability to manage many active referrals at once without dropping follow-ups
• Ability to translate participant needs into clear matching criteria
• Confidence working with clinicians and multidisciplinary teams
• Sound judgement on when to resolve vs. escalate
• Experience with CRM, scheduling or practice-management systems
• Exceptional attention to detail

NICE TO HAVE

• NDIS experience, including Support Coordination and plan management
• HubSpot and Cliniko experience
• Knowledge of allied health services

YOU’LL THRIVE IF YOU ARE

• Proactive, organised and great at follow-through
• Adaptable when priorities shift
• Quick to notice when information is missing or doesn’t add up
• Keen to improve processes and use technology to simplify admin