Job description:

The Client Intake & Referral Coordinator is responsible for managing all new 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 recent clients while supporting business growth and service efficiency.

Key Objectives

- Convert new 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 environment
- Confidentiality and data protection awareness.

Pay: $28.00 – $32.00 per hour

Expected hours: 22.0 per week

Benefits:

- Employee discount
- Free food
- Maternity leave

Work Location: In person

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