Client Services & Intake Coordinator

The Shellharbour Clinic; Shellharbour City Council; On-site; AUD 52,000 - 68,000; Full time

Job summary

The Shellharbour Clinic in Shellharbour Village, NSW is seeking a warm, proactive Client Services & Intake Coordinator. You will be the welcoming face, guiding clients through intake, referrals, waitlists and scheduling. You’ll manage appointments and billing while supporting clinicians and the practice owner to keep operations running smoothly.

This full-time or part-time role offers ongoing training, collaborative teamwork, and meaningful daily impact in client care.

Qualifications

• Experience in client service or reception in health settings.
• Ability to handle sensitive information with discretion.
• Strong written and verbal communication.

Responsibilities

• Act as the first point of contact for clients with warmth and professionalism.
• Guide clients through the intake process and clarify referral pathways.
• Manage appointments, billing, and accounts with accuracy.
• Identify attendance risks and work with clients to resolve barriers.
• Support continuity of care by following up with clients and clinicians.
• Provide broader administrative support to the clinic and owner as needed.

Skills

Warm client service

Administration experience

Health-related reception

Strong communication

Job description

The Shellharbour Clinic – Shellharbour Village NSW

At The Shellharbour Clinic, we believe every client’s journey in psychology begins and ends with care, compassion, and connection. We’re looking for a warm, proactive and professional Client Services & Intake Coordinator to be the welcoming face (and voice) of our practice, supporting people as they take the often-brave step of seeking help for their mental health.

Why this role matters

This isn’t just an admin job. You’ll be at the heart of the client experience, the first point of contact when someone reaches out, and the trusted guide who helps them feel supported and understood along their journey. You’ll also support our clinical team by managing bookings, handling sensitive information with care, and ensuring smooth communication across the practice.

Beyond client care, this role plays a vital part in the daily rhythm of the practice, supporting the wider team and practice owner to ensure operations run smoothly and sustainably. You’ll help keep our systems, people, and processes aligned, so our clinicians can focus on what they do best: providing high-quality care.

What you’ll be doing

• Acting as the first point of contact for new and existing clients, with warmth, compassion, and professionalism.
• Guiding clients through the intake process, helping them understand referral pathways, waitlists, and session scheduling.
• Managing appointments, billing, and accounts with accuracy and attention to detail.
• Proactively identifying risks or barriers to attendance (e.g., scheduling, billing, engagement) and problem-solving with clients.
• Supporting continuity of care by checking in, following up, and ensuring people feel cared for at every step.
• Collaborating with psychologists and the wider team to ensure the best possible client experience.
• Providing broader administrative support to the clinic and practice owner as required, contributing to projects and day-to-day operations that keep the practice running smoothly.

Opportunity to Grow

For the right person, this role offers the opportunity to take on greater responsibility within the practice over time. This may include contributing to operational improvements, coordinating administrative priorities, supporting team communication and gradually developing leadership responsibilities.

Progression will be guided by demonstrated capability, sound judgement, consistent performance, alignment with the practice’s values and the evolving needs of the clinic. While prior leadership experience is welcome, we are equally interested in someone who is motivated to learn, receptive to feedback and willing to build trust through their work.

About you

You are the kind of person who brings both heart and organisation to your work. You’ll thrive in this role if you are:

• Warm, engaging, and able to make people feel at ease, even when they’re anxious or distressed.
• Emotionally mature, self aware and able to bring perspective to interactions with clients and the team.
• Comfortable listening to sensitive or clinical information with professionalism and compassion.
• A clear communicator who can balance empathy with efficiency.
• Experienced in client service, administration, or health-related reception (psychology/medical/dental/NDIS experience highly regarded, but not essential).
• Organised and proactive, able to work independently with minimal supervision.
• Someone who takes initiative and enjoys being part of a collaborative, supportive team.

You may be especially well suited to this role if you:

• Are interested in growing your responsibilities over time, while being committed to learning and succeeding in the coordinator role first.
• Demonstrate sound judgement, emotional maturity and discretion when navigating sensitive situations.
• Understand how to support both the clinical team and the operational needs of the practice.
• Maintain clear professional boundaries and handle confidential information with integrity.
• Can follow agreed processes and instructions reliably, while asking thoughtful questions and raising concerns respectfully.
• Are receptive to feedback and able to translate feedback into consistent action.
• Take ownership of your responsibilities and communicate openly when challenges arise.
• Can build positive relationships without avoiding difficult conversations or compromising the needs of the practice.
• Have the potential to coordinate people, priorities and processes as your capability develops.

What we offer

• A supportive, values-driven team who genuinely care about each other and the people we serve.
• Ongoing training and opportunities to grow in your role.
• A meaningful position where you’ll see the impact of your work every day.
• Permanent full time or part time position, working 4 to 5 days per week.