Job Description

About CARED

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

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

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

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About the role

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

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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.

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The standard is simple:

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

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What you'll do

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- Contact recent enquiries promptly and complete same-day callbacks wherever possible.
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- Conduct structured intake conversations with participants, families, Support Coordinators and other referrers.
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- Understand participant needs, goals, preferences, availability and required allied health supports.
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- Progress referrals from enquiry through to signed Service Agreement, practitioner match and booked appointment.
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- Follow up incomplete referrals, outstanding information and unsigned Service Agreements.
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- Match participants with suitable practitioners based on goals, expertise, availability, location, modality and preferences.
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- Work from live Cliniko calendars to identify appointment options and available capacity.
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- Keep participants and referrers informed about progress and next steps.
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- Follow up cancellations, missed appointments and participants at risk of disengaging.
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- Maintain accurate HubSpot and Cliniko records, including referral status, next actions and reasons referrals do not proceed.
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- Recognise safeguarding, clinical, funding or Behaviour Support matters requiring escalation.
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- Identify recurring delays, gaps or inefficiencies and actively suggest better ways of working.
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What good looks like

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You will be measured on:

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- speed to first contact
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- overdue callbacks
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- referrals without a next action
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- Service Agreement completion
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- referral-to-booking conversion
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- time from referral to first appointment
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- stalled referrals
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- cancellation and disengagement follow-up
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- CRM accuracy
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- reasons referrals do not proceed
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CARED aims to fully onboard, match and book suitable participants quickly, with all referrals fully onboarded, matched and booked within 72 hours.

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About you

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

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

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You will ideally bring:

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- 3+ years' experience in customer service, disability, allied health, healthcare, intake or service coordination
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- strong telephone and written communication skills
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- experience managing enquiries through to a booking or service outcome
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- excellent organisation and follow-through
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- confidence managing multiple active referrals at once
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- sound judgement about when to resolve an issue and when to resolve it
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- experience using CRM, scheduling or practice-management systems
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Just as importantly, you will thrive in a startup environment.

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That means being:

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

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

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Why join CARED?

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- Join a growing healthcare-tech startup where your work has immediate impact.
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- Strong referral demand already exists. Your focus is helping people move into care.
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- Own the participant journey from enquiry to booking.
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- Work in a role that directly affects participant experience and business growth.
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- Use technology and automation to reduce unnecessary administration.
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- Help shape and improve processes as CARED grows.
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- Hybrid working is available after onboarding.
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- We're a small, fun team who love what we do as much as we love working together.
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📌 NDIS Service Navigation & Intake Lead (New South Wales)
🏢 Cared
📍 New South Wales