Intake & Referrals Lead — Accelerate Patient Onboarding

Hatch; Sydney; Hybrid; AUD 75,000 - 85,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

CARED is a healthcare technology startup in Sydney seeking an intake and referrals coordinator. You will own the participant journey from enquiry to first booked appointment, coordinating intake, practitioner matching, and the Service Agreement process.

Ideal candidates have 3+ years in customer service or allied health intake, with strong phone and written communication, and experience using CRM and practice-management systems. Hybrid work after onboarding.

Qualifications

• 3+ years’ experience in customer service or intake roles.
• Strong telephone and written communication skills.
• Experience guiding enquiries to booking or service outcomes.
• Excellent organisation and follow-through.
• CRM, scheduling or practice-management systems experience.
• Comfortable in a startup environment.

Responsibilities

• Contact new enquiries promptly and complete same-day callbacks wherever possible.
• Conduct structured intake conversations with participants, families, Support Coordinators and other referrers.
• Understand participant needs, goals, preferences, availability and required allied health supports.
• Progress referrals from enquiry through to signed Service Agreement, practitioner match and booked appointment.
• Follow up incomplete referrals, outstanding information and unsigned Service Agreements.
• Match participants with suitable practitioners based on goals, expertise, availability, location, modality and preferences.
• Work from live Cliniko calendars to identify appointment options and available capacity.
• Keep participants and referrers informed about progress and next steps.
• Follow up cancellations, missed appointments and participants at risk of disengaging.
• Maintain accurate HubSpot and Cliniko records, including referral status, next actions and reasons referrals do not proceed.
• Recognise safeguarding, clinical, funding or Behaviour Support matters requiring escalation.
• Identify recurring delays, gaps or inefficiencies and actively suggest better ways of working.

Skills

Customer service

Phone communication

Written communication

Intake coordination

Multitasking

CRM experience

Tools

Cliniko

HubSpot

Job description

CARED is a healthcare technology startup in Sydney seeking an intake and referrals coordinator. You will own the participant journey from enquiry to first booked appointment, coordinating intake, practitioner matching, and the Service Agreement process.

Ideal candidates have 3+ years in customer service or allied health intake, with strong phone and written communication, and experience using CRM and practice-management systems. Hybrid work after onboarding.