Position Summary

We are seeking a proactive and detail-oriented Intake Officer to join our dynamic team. This role is pivotal in ensuring a seamless onboarding experience for new clients, maintaining compliance standards, and supporting operational efficiency across the organization. The ideal candidate will be a strong communicator, highly organized, and passionate about delivering exceptional client service.

Key Responsibilities

• Client Onboarding & Compliance

  • Facilitate the onboarding process for new clients, ensuring all documentation and compliance checklists are completed accurately and promptly.

  • Clearly explain service agreements, appointment cancellation policies, and service withdrawal procedures to clients.

• Communication & Client Engagement

  • Handle inbound and outbound calls professionally and efficiently.

  • Monitor and respond to emails regularly to ensure timely communication.

  • Send promotional emails and follow up with leads to convert them into successful clients.

  • Maintain strong, ongoing relationships with clients, addressing inquiries and directing them to the appropriate departments.

• CRM & Appointment Management

  • Maintain accurate and up-to-date records in the CRM system.

  • Send appointment reminders and track client confirmations via CRM.

  • Monitor and manage appointment cancellations, offering suitable alternatives to retain client engagement.

• Operational Coordination

  • Regularly check practitioners’ availability and capacity to ensure optimal scheduling.

  • Update and manage the client waitlist efficiently.

  • Coordinate and schedule home visits for practitioners, ensuring all necessary formalities are completed.

• Administrative & Resource Management

  • Oversee resource and inventory management to support service delivery.

  • Plan and coordinate team engagement activities to foster a positive work environment.

  • Conduct orientation for students on placement and perform regular check-ins to support their integration and development.

• Workplace Standards

  • Uphold a professional and welcoming environment within the premises at all times.

Key Requirements

• 1 Year experience with NDIS clients and NDIS compliance knowledge.

• Proven experience in a client-facing or administrative role, preferably in healthcare, community services, or a similar sector.

• Strong communication and interpersonal skills.

• Proficiency in using CRM systems and Microsoft Office Suite.

• Ability to multitask and manage time effectively in a fast-paced environment.

• High attention to detail and commitment to compliance and confidentiality.

• A proactive and solution-focused mindset.

Why Join Us?

• Be part of a supportive and collaborative team.

• Make a meaningful impact on client experiences and outcomes.

• Opportunities for professional development and growth.