Participant Journey Lead - Intake & Booking

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

Benefits offered by this job

Hybrid work after onboarding

Superannuation

Job summary

CARED is hiring a Service Navigation & Intake Lead in Sydney to own the participant journey from new enquiry to first booked appointment. The role focuses on intake, referrals, practitioner matching, and confirming bookings, with support from a professional reception.

You will work with Cliniko and HubSpot, uphold a rigorous follow-through, and thrive in a startup environment. Hybrid working after onboarding; salary AU$75k–AU$85k plus super.

Qualifications

• 3+ years in customer service, disability, allied health, healthcare, intake or service coordination.
• Strong telephone and written communication skills.
• Experience guiding enquiries through to a booking or service outcome.
• Excellent organisation and follow-through.
• Ability manage multiple referrals simultaneously.
• Experience using CRM, scheduling or practice-management systems.

Responsibilities

• Contact new enquiries promptly and perform same-day callbacks.
• Conduct intake conversations with participants, families and referrers.
• Understand participant needs, goals, and availability.
• Progress referrals from enquiry to booking and service agreement.
• Maintain accurate CRM records.
• Escalate safeguarding or funding issues when needed.
• Identify and suggest process improvements.
• Match participants with suitable practitioners.
• Work from Cliniko calendars to identify options.

Skills

Customer service

Disability knowledge

Intake coordination

Phone communication

CRM experience

Tools

HubSpot

Cliniko

Scheduling systems

Practice management systems

Job description

CARED is hiring a Service Navigation & Intake Lead in Sydney to own the participant journey from new enquiry to first booked appointment. The role focuses on intake, referrals, practitioner matching, and confirming bookings, with support from a professional reception.

You will work with Cliniko and HubSpot, uphold a rigorous follow-through, and thrive in a startup environment. Hybrid working after onboarding; salary AU$75k–AU$85k plus super.