Intake Coordinator

Care Connect Group; Geehi; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flexible working hours

Employee Assistance Program

Discounted health insurance

Job summary

Care Connect Group seeks a Customer-focused Intake Coordinator to join our Client Services team. You will be the first contact for clients, families, carers and referral partners, connecting people with information and support they need in a fast-paced environment.

You will manage enquiries, gather information, assess eligibility, coordinate referrals and schedule assessments, ensuring a positive, person-centred experience from the very first interaction with Care Connect.

Qualifications

• Qualifcations in Customer Service, Business Administration or related field are desirable.
• 3+ years in high-volume customer service or contact centre environment preferred.
• Experience with client management systems and MS Office is advantageous.

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 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

Communication

Phone-based support

Time management

Data accuracy

MS Office

Client management systems

Education

Customer Service / Admin qualification desirable

Tools

Microsoft Office

Client management systems

Job description

We're seeking a customer-focused Intake Coordinator to join our Client Services team. This is an exciting opportunity for someone who enjoys helping people, building relationships and delivering exceptional service in a fast-paced environment.

As the first point of contact for clients, families, carers and referral partners, you'll play a vital role in connecting people with the information, services and support they need.

About the role

Reporting to the Manager, Intake & Referrals, you will be responsible for managing enquiries and referrals received via phone, email, web and referral portals. You will gather information, identify client needs, assess eligibility, coordinate referrals and schedule assessments, ensuring each person receives a positive and supportive experience from their very first interaction with Care Connect.

This role requires a warm, professional communicator who can build rapport quickly, manage multiple priorities and provide person-centred support to a diverse range of stakeholders.

Key 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.

Why join Care Connect?

Care Connect is one of Australia's leading not-for-profit home care specialists, supporting people to live happily at home for life. Since 1994, we've partnered with tens of thousands of Australians, delivering personalised supports that enable confidence, connection and purpose.

Our work is guided by our CARE values - Collaboration & Courage, Authenticity, Respect and Excellence - and a genuine commitment to putting clients first.

We offer:

• A rewarding role where you can make a genuine difference in people's lives.
• Flexible working arrangements within core business hours.
• Competitive salary with NFP salary packaging benefits.
• A supportive and collaborative team environment.
• Employee Assistance Program.
• Discounted health insurance and wellbeing benefits, including Fitness Passport.
• The opportunity to build a meaningful career in the aged care and community services sector.

About you

You'll be a positive, resilient and customer-focused professional with excellent communication skills and a genuine passion for helping people. You thrive in a fast-paced environment, enjoy building relationships and can confidently manage competing priorities while delivering exceptional service.

Highly organised and solutions-focused, you're able to balance empathy with efficiency and are committed to achieving the best possible outcomes for clients.

To be successful, you will have:

• Exceptional customer service and relationship-building skills.
• Experience working in a high-volume phone-based customer service, intake, contact centre or service coordination environment.
• Strong communication skills, both written and verbal.
• Excellent organisational and time management skills.
• The ability to manage competing priorities and meet deadlines.
• Strong attention to detail and data accuracy.
• Experience using Microsoft Office and client management systems.
• The ability to communicate with warmth, empathy and professionalism.
• Experience working with vulnerable clients or within aged care, health care, community services or human services will be highly regarded.

Qualifications

• A qualification in Customer Service, Business Administration or a related field is desirable.
• In the absence of formal qualifications, a minimum of 3 years' experience in a high-volume customer service or contact centre environment will be considered.

Employment requirements

Successful candidates will be required to provide:

• Current Police Check
• Working with Children Check
• Evidence of the right to work in Australia

As part of our recruitment process, candidates will be required to complete psychometric assessments.

If you're passionate about helping people navigate aged care services and want to make a meaningful difference in your community, we'd love to hear from you.

We understand the benefits that a diverse workforce brings to our diverse community of clients. Care Connect is an inclusive, Equal Opportunity employer. We encourage applications from all members of the community including First Nations peoples, people with culturally and linguistically diverse backgrounds, LGBTQIA+ people, mature-aged workers and people living with disability.