Intake & Referrals Operations Lead

Capability Support Services

City of Brisbane

On-site

AUD 110,000 - 140,000

Full time

6 days ago

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Job summary

Capability Support Services in Brisbane is seeking an experienced Intake Manager (Administration) to lead Intake, Referrals, Scheduling, Administration and Client Experience functions for our NDIS and Allied Health services.

Reporting to the General Manager, you will oversee an Intake Coordinator and three Intake Officers, drive process improvements, manage KPIs and ensure a seamless journey from enquiry through onboarding and service delivery, resolving issues and optimising performance.

Qualifications

Minimum 3 years' experience in a relevant service delivery, operations, practice management or leadership position.
Demonstrated experience supervising or managing employees.
Strong administrative, operational and systems experience.
Excellent written and verbal communication skills.
Demonstrated ability to work effectively in a fast-paced service environment.
Demonstrated ability to manage competing priorities and maintain operational oversight.

Responsibilities

Lead the Intake, Referrals and Administration team; oversee enquiries, referrals and onboarding processes.
Oversee participant onboarding and ensure documentation is obtained.
Manage clinician allocations, scheduling, capacity, waitlists and service demand.
Monitor KPIs, workflows and system improvements; drive continuous improvement.
Collaborate with clinical and operational leaders to support timely service delivery.