Intake Specialist (Hybrid) | AU Allied Health & NDIS Client Onboarding

The snapshot

Staffstream is hiring an Intake Specialist for an Australian allied health and NDIS service provider supporting people living with disability. This is a fast-moving, metrics-driven customer experience role: you'd be the first real point of contact for new and prospective clients, moving them from initial enquiry through to their first appointment as smoothly and quickly as possible.

This role runs to genuinely tight service standards. Calls, emails, and follow-ups all have real, tracked timeframes attached, so it suits someone who thrives on structure and pace, not someone looking for a slower-moving admin role. This role is hybrid: mostly remote, with one face-to-face day per month at Taguig. This role is open to candidates based in the Philippines.

What you will actually do

Client intake and customer experience

• Respond to email enquiries within an average of 30 minutes, and to voicemails and missed calls within 2 business hours.


• Keep missed calls under 3% nationally, and follow up on enquiries every 24 to 48 hours until 3 unsuccessful attempts have been clearly documented.
  


• Conduct a waitlist audit every 4 weeks for all waitlisted participants.
  


• Set up initial service agreements with participants, working within the funding constraints that apply to each individual.
  


• Perform risk assessments with participants or their representatives when booking an initial assessment or appointment.
  


• Maintain staff caseloads with equal and appropriate distribution, factoring in client complexity.
  


• Provide clients with detailed information and follow the relevant process, including sending welcome packs and uploading documentation to the organisation's client management system (EVA).
  


• Manage diaries effectively, accurately capturing client and staff details and forecasting clinician availability accordingly.
  


• Promote a high standard of care and communication with participants and other parties, consistent with the organisation's values.