Client Intake - Aged and Disability Care

My Guardian; Gold Coast City; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary package

Career growth opportunities

Supportive and positive office culture

Job summary

My Guardian is seeking a Client Intake Officer in our QLD office to lead face-to-face engagement with prospective clients and families, guiding them through intake and decision-making, and ensuring they feel supported and informed.

You will work with the Queensland BDMs and Case Management Team to convert enquiries into active clients, manage onboarding, and maintain CRM records while upholding high standards of care.

Qualifications

• Minimum 1 year in intake, case management, or customer-facing role in aged care or disability services.
• Experience with NDIS and Aged Care funding is preferred.
• Strong communication and face-to-face engagement skills.

Responsibilities

• Engage with prospective clients through face-to-face meetings and calls to assess needs and recommend care.
• Guide clients on Support at Home packages and NDIS services to convert inquiries.
• Collaborate with QLD BDM and Case Management teams for ongoing care delivery.
• Coordinate onboarding, documentation, waitlists, and referrals to ensure smooth transitions.

Skills

Face-to-face engagement

Customer service excellence

NDIS knowledge

Aged Care funding basics

Tools

CRM

My Aged Care portals

Job description

Client Intake - Aged and Disability Care

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 Client Intake Officer to join our team based in our QLD office. In this role, you will work closely with the Queensland Business Development Managers (BDMs) while being structurally embedded within our Case Management Team. This position plays a critical part in building meaningful relationships and delivering exceptional customer service to prospective and existing Aged Care and NDIS participants across Queensland.

About The Role

As a Client Intake Officer, you will be the key point of contact for prospective clients and their families, with a heavy focus on face-to-face engagement. You will meet potential clients directly to 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 collaborate across teams—bridging the gap between front-end business development and ongoing case management—while maintaining a high standard of professionalism and care.

Key Responsibilities

• Engage with prospective clients primarily through face-to-face meetings, as well as phone and email, to assess their needs and recommend appropriate care solutions.
• Provide expert guidance to prospective clients on Support at Home (SaH) Packages, and NDIS services, converting enquiries into active clients.
• Work closely with the QLD BDM team to pick up warm leads, and act as a seamless link to the wider Case Management Team for ongoing care delivery.
• Generate and manage local referral pipelines through My Aged Care and NDIS portals, networking, and community partnerships.Coordinate the onboarding process from start to finish, including documentation, service transitions, waitlist management, and referral prioritisation.
• Clearly communicate funding levels, fees, and service inclusions to clients and families during face-to-face consultations.
• Maintain accurate CRM records, monitor lead activity, and provide reporting on regional client acquisition and conversion performance.
• 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 My Guardian

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 Client Intake Officer to join our team based in our QLD office. In this role, you will work closely with the Queensland Business Development Managers (BDMs) while being structurally embedded within our Case Management Team. This position plays a critical part in building meaningful relationships and delivering exceptional customer service to prospective and existing Aged Care and NDIS participants across Queensland.

About The Role

As a Client Intake Officer, you will be the key point of contact for prospective clients and their families, with a heavy focus on face-to-face engagement. You will meet potential clients directly to 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 collaborate across teams—bridging the gap between front-end business development and ongoing case management—while maintaining a high standard of professionalism and care.

Key Responsibilities

• Engage with prospective clients primarily through face-to-face meetings, as well as phone and email, to assess their needs and recommend appropriate care solutions.
• Provide expert guidance to prospective clients on Support at Home (SaH) Packages, and NDIS services, converting enquiries into active clients.
• Work closely with the QLD BDM team to pick up warm leads, and act as a seamless link to the wider Case Management Team for ongoing care delivery.
• Generate and manage local referral pipelines through My Aged Care and NDIS portals, networking, and community partnerships.Coordinate the onboarding process from start to finish, including documentation, service transitions, waitlist management, and referral prioritisation.
• Clearly communicate funding levels, fees, and service inclusions to clients and families during face-to-face consultations.
• Maintain accurate CRM records, monitor lead activity, and provide reporting on regional client acquisition and conversion performance.
• 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 a genuine passion for face-to-face interaction. You have the ability to build rapport quickly and manage sensitive conversations with empathy and professionalism.
• You thrive in a target-driven environment and are comfortable guiding families through complex funding and service information, striking the perfect balance between high-quality care and efficient intake processes.
• Minimum 1 year of client intake, case management, or customer-facing experience in a similar sector is preferred.
• Demonstrated knowledge of Aged Care (Support at Home / Home Care Packages) funding and NDIS frameworks.
• Exceptional customer service, negotiation, and influencing skills.Strong ability to build relationships with multiple internal and external stakeholders.
• Excellent interpersonal skills with high levels of resilience.
• Professional verbal and written communication skills.

What We Offer

• Competitive salary package

• Career growth opportunities

• Supportive and positive office culture

• Please note that only shortlisted candidates will be contacted.