Service Navigation & Intake Lead

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

This is a Service Navigation & Intake Lead role with CARED based in Sydney, NSW, AU

== CARED ==

Role Seniority - mid level, junior

More about the Service Navigation & Intake Lead role at CARED

Service Navigation & Intake Lead

Full time | $75,000–$85,000 + super | Sydney

Hybrid – 3 days office / 2 days WFH after onboarding

Reports to: Head of Operations & Growth

About CARED

CARED is a fast-growing healthcare technology startup helping people access allied health services faster and more easily.

We support NDIS participants across Occupational Therapy, Speech Therapy, Psychology, Neuropsychology, Physiotherapy, Exercise Physiology, Behaviour Support and Dietetics.

We already receive strong, qualified referral demand. This role is about making sure those referrals are followed through properly, quickly and consistently.

About The Role

You will own the participant journey from new enquiry to first booked appointment.

Our incoming calls are answered by a professional reception service, so this is not a traditional reception role. Your focus is what happens next: contacting the participant, completing intake, progressing the referral, coordinating practitioner matching, managing the Service Agreement process and securing the booking.

The Standard Is Simple

Every referral has an owner, a next action and an outcome. Nothing goes quiet.

What You’ll Do

• 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.

What Good Looks Like

You will be measured on:

• speed to first contact
• overdue callbacks
• referrals without a next action
• Service Agreement completion
• referral‑to‑booking conversion
• time from referral to first appointment
• stalled referrals
• cancellation and disengagement follow‑up
• CRM accuracy
• reasons referrals do not proceed

CARED aims to fully onboard, match and book suitable participants quickly, with all referrals fully onboarded, matched and booked within 72 hours.

About You

You are warm, organised and exceptionally good at follow‑through.

You are comfortable picking up the phone, asking the right questions and moving conversations towards a clear outcome.

You Will Ideally Bring

• 3+ years’ experience in customer service, disability, allied health, healthcare, intake or service coordination
• strong telephone and written communication skills
• experience managing enquiries through to a booking or service outcome
• excellent organisation and follow‑through
• confidence managing multiple active referrals at once
• sound judgement about when to resolve an issue and when to elevate it
• experience using CRM, scheduling or practice‑management systems

Just as importantly, you will thrive in a startup environment.

That Means Being

• agile and adaptable when priorities or processes change
• flexible in your thinking rather than needing everything to fit a fixed script
• comfortable solving problems when the answer is not immediately obvious
• willing to question inefficient processes and suggest improvements
• constantly looking for ways to make the participant journey simpler, faster and better
• comfortable taking ownership rather than waiting to be told what to do next

Attention to detail is non-negotiable.

In this role, a missed callback, incorrect booking, incomplete note or forgotten follow‑up can mean a participant does not receive support and a referral is lost.

NDIS experience and knowledge of HubSpot, Cliniko, Support Coordination, plan management or allied health will be highly regarded.

Why join CARED?

• Join a growing healthcare‑tech startup where your work has immediate impact.
• Strong referral demand already exists. Your focus is helping people move into care.
• Own the participant journey from enquiry to booking.
• Work in a role that directly affects participant experience and business growth.
• Use technology and automation to reduce unnecessary administration.
• Help shape and improve processes as CARED grows.
• Hybrid working is available after onboarding.
• We’re a small, fun team who love what we do as much as we love working together.

Salary: $75,000–$85,000 + superannuation, depending on experience.

The 2 things that matter most in this role are how they adapt and how they follow through.

They thrive in a startup environment - adaptable, pragmatic and comfortable with ambiguity. They’re not wedded to one