Client Intake - Aged and Disability Care

My Guardian Group; Gold Coast City; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary package

Career growth opportunities

Supportive and positive office culture

Job summary

My Guardian Group on the Gold Coast is seeking a motivated Client Intake Officer to join our aged and disability care team. You will engage face-to-face with prospective clients and families, guiding them through intake and decision-making with empathy and clarity, ensuring they feel supported and confident in My Guardian's care.

You will collaborate with the Queensland BDMs and Case Management Team, coordinate onboarding, manage referrals via My Aged Care and NDIS portals, and clearly

Qualifications

• Minimum 1 year of client intake, case management, or customer-facing experience preferred.

Responsibilities

• Engage with prospective clients face-to-face to assess needs and advise on care options.
• Guide clients through Support at Home packages and NDIS services.
• Coordinate onboarding processes, documentation, and service transitions to ensure smooth care delivery.
• Maintain CRM records and report regional client acquisition and conversion metrics.
• Collaborate with rostering and clinical teams to align services with care plans.

Job description

Client Intake - Aged and Disability Care

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.

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.

23 October 2026Gold Coast Queensland, AustraliaFull TimeHealthcare & MedicalSales