Service Navigation & Intake Lead @ CARED

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

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
• 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 escalation 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