Full-time | Reports to Head of Operations & Growth
Join CARED, a fast-growing health-tech startup. Own the operational front end of the participant journey, manage our referral inbox and make sure every referral moves quickly from enquiry through intake, matching and booking.
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. As that demand grows, we are expanding our Service Navigation team to make sure every participant receives a prompt, thoughtful and well-coordinated journey into care.
About the role
As our Service Intake Lead, you will own the operational coordination of new referrals from the moment they arrive in the CARED inbox through to practitioner matching and booking.
This is not a traditional reception or phone-based intake role.
Incoming calls are answered by our professional reception service, while our Service Navigation Lead takes the lead on participant and referrer phone conversations where a more detailed discussion is required.
The Service Navigation Lead works directly with participants, families and Support Coordinators to understand their circumstances, determine which allied health services may be required and map the participant’s service requirements, including discipline, clinical needs, goals, modality, location, practitioner preferences, urgency and any barriers to commencing care.
As Service Intake Lead, you turn that information into action.
You will manage incoming referrals and the Service Navigation inbox, gather and document information, identify missing requirements, coordinate with the Service Navigation Lead, progress referrals through HubSpot, identify suitable practitioners and capacity, and coordinate appointment options and bookings in Cliniko.
You will primarily communicate with participants, families, Support Coordinators and other referrers via email and SMS, ensuring questions are answered, outstanding information is obtained and everyone knows what is happening next.
You’ll work closely with the Service Navigation Lead and Service Delivery Lead to make sure there is a seamless handover between understanding a participant’s needs, mapping their service requirements, matching them with the right practitioner and getting their services underway.
All roles maintain oversight of participants at Ready to Match and Matched stages so matching never becomes dependent on one person.
The standard is simple:
Every participant knows what is happening next. Every referral has an owner, a next action and a path towards care. Nothing goes quiet.
What you’ll do
Inbox and referral management
Own and actively manage the Service Navigation inbox throughout the day.
Review, triage and action new referrals and enquiries promptly.
Ensure same-day acknowledgement and progression of new referrals wherever possible.
Respond to participant, family, Support Coordinator, Plan Manager and referrer emails.
Identify missing referral information and proactively follow it up.
Ensure inbox enquiries are resolved, assigned or progressed rather than simply responded to.
Maintain clear visibility of outstanding actions and follow-ups.
Recognise urgent, complex, safeguarding, clinical, funding and Behaviour Support matters requiring escalation.
Intake and service mapping support
Work closely with the Service Navigation Lead, who conducts phone-based intake conversations where required.
Ensure information gathered during Service Navigation conversations is accurately captured in HubSpot and translated into clear service requirements.
Identify gaps in the service map and coordinate with the Service Navigation Lead where further participant or referrer discussion is required.
Ensure referrals are sufficiently…