Intake Specialist (Hybrid) | AU Allied Health & NDIS Client Onboarding
Staffstream
·3 days ago
- Workplace
- Remote, Hybrid
- Type
- Full-time
- Department
- Healthcare
- Source
- RecruiterFlow
Description
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.
Coordination and administrative support
- Review new starter notifications and workflow, including waitlists, handovers, and enquiries.
- Collaborate with the Regional Manager and Supervisor to book appointments in line with the ramp-up schedule for new starters.
- Maintain your individual client management system audit pass rate at or above target (90 to 99% is considered “exceeds,” 100% is considered “excels”).
- Build and maintain rapport with key stakeholders across the business.
Revenue and capacity management
- Help ensure clinicians are booked in line with capacity, keeping each clinician's next referral date within 14 days.
- Communicate with the Regional Manager to keep workflow aligned with capacity and business development activity.
- Contribute to keeping national clinician capacity tight, with fewer than 10 clinicians across the business sitting with immediate open capacity at any time.
Ad hoc
- Take on reasonable additional duties and projects as required.
What you need to bring
- Previous experience in an administrative or team support role, ideally in a fast-paced, customer-facing, or high-volume enquiry environment.
- Genuinely fast, reliable responsiveness. You need to be comfortable working to real, tracked service-level timeframes for calls, emails, and follow-ups, not a loose “get to it when I can” pace.
- A confident, warm phone and email manner, including the ability to handle sensitive conversations, such as basic risk assessment questions, with care and professionalism.
- Strong organizational skills and high attention to detail, particularly around diary management, documentation, and caseload tracking.
- Genuine comfort working to clear KPIs and audit standards. This role has real, measurable targets around call volume, appointment volume, and documentation accuracy, so this isn't a role for someone who prefers no metrics attached to their work.
- Clear, effective communication, an approachable manner, and the ability to stay organized under pressure.
Nice to have
- Previous experience in healthcare, allied health, or exposure to the NDIS. This is genuinely useful but not required for Philippines-based candidates.
- Tertiary qualifications in business administration.
- Experience with case management or client management software in a healthcare or services setting.
The setup
- This role is open to Philippines-based candidates.
- Hybrid: mostly remote, with one face-to-face day per month required at Taguig.
- Working full Australian business hours (9am to 5pm AEST/AEDT) on remote days.
What's in it for you
A stable, full-time role with a business that genuinely needs you and wants you to grow into it. You'd be trusted to own your area, not micromanaged, working with a small team that values someone who can take things off their plate and run with them.
On top of that, Staffstream looks after you properly:
- HMO health cover, with one dependent covered for free.
- Group life insurance.
- Paid leave credits.
- Work-from-home equipment provided.
You're employed compliantly under Philippine law: a proper local employment contract, your taxes handled correctly, and all your government-mandated benefits (SSS, PhilHealth, Pag-IBIG) plus 13th month pay. That means real security and peace of mind, not a loose freelance arrangement. Everything is above board and looked after for you.
