The Client Intake & Referral Coordinator is responsible for managing all recent referrals, coordinating intake processes, booking appointments, and acting as the first point of contact for families, support coordinators, and stakeholders.

This role ensures a smooth, professional, and timely onboarding experience for current clients while supporting business growth and service efficiency.

Key Objectives
Convert current referrals into active clients
Ensure intake documentation is complete and NDIS compliant
Coordinate assessments and therapy bookings
Maintain accurate CRM records (e.g., Splose)
Provide outstanding customer service to families and stakeholders

Key Responsibilities Referral Management
Receive and respond to new referrals via email, phone, website, or support coordinators
Contact families within 24–48 hours of referral
Explain services, pricing, funding categories, and next steps
Assess suitability and urgency of referrals

Intake & Onboarding
Send intake forms and service agreements
Collect NDIS plans, reports, and funding details
Verify plan dates, budgets, and line items
Ensure compliance with NDIS Practice Standards

Appointment Booking & Coordination
Schedule initial assessments and therapy sessions
Coordinate therapist availability and matching




Manage waitlists efficiently
Confirm appointments and send reminders
Reschedule and manage cancellations

Stakeholder Communication
Liaise with:
Support Coordinators
Plan Managers
Parents/Guardians
Schools (if required)
Provide updates on service commencement timelines

CRM & Administrative Support
Maintain accurate client records in CRM system (e.g., Splose)
Track referral sources for reporting
Generate weekly referral and conversion reports
Support therapists with documentation requests

Qualifications & Experience

Essential:
Experience in allied health healthcare administration
Excellent communication and customer service skills
Strong organisational and time-management skills
Experience using CRM systems

Desirable:
Certificate/Bachelor in Business Administration / Community Services

Key Skills
Professional phone manner
High emotional intelligence
Ability to handle distressed families calmly
Attention to detail
Ability to multitask in a fast-paced setting
Confidentiality and data protection awareness

Job Type: Part-time

Pay: $28.00 – $32.00 per hour

Expected hours: 22.5 per week

Work Location: In person

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