Service Navigation & Intake Lead

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 contactoverdue callbacksreferrals without a next actionService Agreement completionreferral-to-booking conversiontime from referral to first appointmentstalled referralscancellation and disengagement follow-upCRM accuracyreasons 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 coordinationstrong telephone and written communication skillsexperience managing enquiries through to a booking or service outcomeexcellent organisation and follow-throughconfidence managing multiple active referrals at oncesound judgement about when to resolve an issue and when to escalate itexperience 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 changeflexible in your thinking rather than needing everything to fit a fixed scriptcomfortable solving problems when the answer is not immediately obviouswilling to question inefficient processes and suggest improvementsconstantly looking for ways to make the participant journey simpler, faster and bettercomfortable 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 way of doing things and will readily change course when there’s a better solution.

And they close loops. Always. Calls are returned, follow-ups happen, referrals have a next action and nothing important is left sitting untouched. They like ending the day knowing the inbox is clear, the CRM is current and nothing has quietly fallen through the cracks.

Core Accountabilities

The role owns conversion, not the switchboard. It is accountable for the callback-kept rate and the enquiry-to-booking rate; reception is accountable for the answer rate, and this role holds them to it.

It owns the intake conversation end to end, including capturing preferences that actually get honoured at allocation: gender, language, cultural background, delivery mode, availability windows and funding type.

It owns the capacity check turnaround, chasing clinicians for answers rather than waiting for them.

It owns the service agreement journey from send to signature.

It owns cancellation recovery and no-show follow-up as a retention function, not a diary-tidying function.

And it owns data quality: every deal gets an outcome and a reason, because that is the only way CARED learns why it loses.

The service promise this role owns

Every warm transfer from reception taken live during business hours. Every reception message actioned the same business day. Every callback booked by reception kept, on time, every time. Every email acknowledged within two business hours with a named human and a timeframe. Every capacity check answered the same business day, immediately where possible. Every enquiry ending with a booking, a booked callback or a warm referral out, never with "we’ll be in touch". Every client told what happens next before the conversation ends.

The daily rhythm

8:30 to 9:00, the daily reset: clear the overnight reception queue, scan mailboxes for anything New, and check the capacity-check board: anything still open from yesterday is already breached and gets chased first.

9:00 to 12:00, callback blocks: reception books callbacks straight into this window. The role is live on the line, taking every enquiry to a conclusion and picking up warm transfers as they come.

12:00 checkpoint: the reception queue is at zero. Every message from the morning has been actioned or has a booked next step.

1:00 to 3:00, outbound: capacity check outcomes, service agreement chases, DNA calls, and proactive care calls to any client with two consecutive cancellations.

3:00 to 4:00: the mailbox and deal dashboard are revisited and cleared or moved along.

The last 30 minutes: close the loop. Every open item either has a next action with a date, or a closed-lost reason. Skim the day’s reception tickets for anything the script handled badly, and log the gap.

Weekly: a thirty-minute dashboard review with Cate covering stage ageing, anything over 7 days, and the loss reasons recorded that week; plus a sample review of reception calls, with script fixes turned around within two business days.

Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the CARED team will be there to support your growth.

🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢

Key Responsibilities

📞 Contacting new enquiries🗣️ Conducting intake conversations📅 Managing referrals

Key Strengths

🤝 Customer service experience📞 Communication skills🗂️ Organisational skills💻 CRM experience🧩 Problem-solving skills🔄 Adaptability

Why CARED is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with CARED not with Hatch.