Client Intake & Referrals Specialist

Care Connect - Community Care Provider; South Australia; On-site; AUD 65,000 - 80,000; Full time

Job summary

Care Connect is seeking a customer-focused Intake Coordinator to join our Client Services team. You will manage enquiries and referrals received via phone, email, web and portals, gathering information, assessing needs and coordinating referrals to ensure timely service access.

This role requires a warm communicator who can balance empathy with efficiency, build rapport with clients and partners, and contribute to continuous improvement through accurate records and KPI delivery.

Qualifications

• Experience in high-volume intake or contact centre.
• Excellent written and verbal communication.
• Ability to build rapport with clients and stakeholders.

Responsibilities

• Act as the first point of contact for clients, families, carers and referring agencies.
• Respond to enquiries via phone, email, web and referral portals.
• Gather client information and identify needs and preferences.
• Conduct initial screening, eligibility checks and risk assessments.
• Provide accurate information about Care Connect services and available options.
• Coordinate internal and external referrals to ensure timely service access.
• Schedule client assessments and Care Plan meetings.
• Maintain accurate client records and database information.
• Monitor waiting lists and support service delivery reporting.
• Deliver against operational KPIs and service standards.
• Build positive relationships with clients, stakeholders and referral partners.
• Contribute to continuous improvement initiatives and quality outcomes.

Skills

Customer service

Relationship-building

Phone-based support

Communication skills

Education

Certificate in Customer Service or Business Admin

Tools

Microsoft Office

Client management systems

Job description

Care Connect is seeking a customer-focused Intake Coordinator to join our Client Services team. You will manage enquiries and referrals received via phone, email, web and portals, gathering information, assessing needs and coordinating referrals to ensure timely service access.

This role requires a warm communicator who can balance empathy with efficiency, build rapport with clients and partners, and contribute to continuous improvement through accurate records and KPI delivery.