Service Intake Lead (Bali-based)
About this role
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 complete before progressing to matching and booking.
Maintain a clear service map for each participant, including:
participant goals and key clinical requirements
allied health discipline or disciplines required
practitioner skills or experience required
telehealth, clinic or home-based service requirements
participant location and travel considerations
preferred appointment days and times
practitioner preferences where relevant
urgency and target commencement date
funding and plan-management requirements
relevant risks, safeguarding considerations or barriers to commencing care
Matching and booking
Maintain oversight of referrals at Ready to Match and Matched stages.
Match participants with appropriate practitioners based on the mapped requirements, clinical needs, expertise, availability, location, modality and participant preferences.
Work from live Cliniko calendars to identify available practitioner capacity.
Make tentative bookings in Cliniko where an appointment needs to be held while final details are confirmed.
Make and confirm participant appointments in Cliniko once required information and approvals are in place.
Ensure tentative bookings are actively followed through rather than being left unresolved.
Communicate appointment options and booking details clearly by email or SMS.
Keep participants and referrers informed when matching or booking is taking longer than expected.
Escalate difficult-to-match referrals to the Service Navigation Lead and Service Delivery Lead as appropriate.
Referral coordination and administration
Work closely with the Service Delivery Lead on referrals requiring further matching, Service Agreement progression, outstanding documentation or follow-up.
Maintain accurate HubSpot and Cliniko records including referral stage, contact history, service requirements, practitioner match, booking status, next action and next-action date.
Ensure information gathered by phone, email, referral forms and other channels is consolidated into one clear participant record.
Support participant and stakeholder communication where issues arise later in the referral journey.
Identify recurring delays, gaps or unnecessary administrative steps and actively suggest better ways of working.
How the Service Navigation team works
The Service Navigation function is designed so that conversation, coordination and delivery work together rather than operating in silos.
Service Navigation Lead: leads phone-based conversations with participants, families and Support Coordinators, understands the participant’s circumstances and goals, determines the services required and maps the requirements for successful matching.
Service Intake Lead: owns the referral inbox and operational progression of the referral, ensures the service requirements are accurately documented, gathers outstanding information, manages follow-up, identifies practitioner capacity and coordinates matching and booking.
Service Delivery Lead: supports progression through Service Agreements, complex matching and outstanding actions, and helps ensure participants successfully commence and continue services.
The handovers between these roles should be seamless.
If information gathered during a phone conversation changes the participant’s requirements, the Service Intake Lead updates the referral and progresses it.
If the Service Intake Lead identifies that a participant’s needs are unclear or require a more detailed conversation, the referral is escalated to the Service Navigation Lead.
If a referral is operationally stuck or requires broader service-delivery intervention, the Service Delivery Lead supports its progression.
The participant should experience one CARED team, not three separate roles.
What you own
Your primary ownership is:
NEW REFERRAL → INBOX TRIAGE → INTAKE ADMINISTRATION → REQUIREMENTS DOCUMENTED → READY TO MATCH → MATCHED → BOOKING
The Service Navigation Lead owns the deeper participant or referrer conversation and service-needs assessment where required.
At Ready to Match and Matched, you share operational oversight with the Service Navigation Lead and Service Delivery Lead.
That overlap is deliberate.
If you can progress a referral, progress it.
A participant should never wait because a task technically belongs to someone else.
Every active referral must have:
an owner + an accurate stage + a next action + a next-action date.
What good looks like
You will be measured on:
inbox response times
same-day referral acknowledgement and progression
time from referral to completed intake
completeness and accuracy of mapped service requirements
incomplete referrals awaiting information
referrals without a next action
time to practitioner match
Ready to Match and Matched referral ageing
booking turnaround
tentative bookings converted to confirmed appointments
participant and referrer communication
quality and completeness of referral information
appropriate identification and escalation of risk
HubSpot and Cliniko accuracy
referral-to-booking conversion
time from referral to first appointment.
CARED aims to have suitable participants fully onboarded, matched and booked quickly, with a target of completing this journey within 72 hours wherever possible.
About you
You are highly organised, responsive and exceptionally good at follow-through.
You are a strong written communicator who can manage a busy inbox, absorb information quickly and turn multiple moving pieces into a clear next action.
You understand that good service navigation isn’t just about answering an email. It is about making sure the referral actually moves.
You will ideally bring:
3+ years’ experience in healthcare, disability, allied health, NDIS, intake, service coordination or client care
excellent written communication skills
experience managing shared or high-volume service inboxes
experience coordinating referrals, intake administration and appointments
confidence working with clinicians and multidisciplinary teams
strong scheduling and diary-management skills
confidence managing multiple active referrals simultaneously
ability to interpret participant requirements and translate them into clear matching criteria
sound judgement about when to resolve an issue and when to escalate it
excellent organisation and attention to detail
experience using CRM, scheduling or practice-management systems.
NDIS experience and knowledge of Cliniko, HubSpot, Support Coordination, plan management and allied health will be highly regarded.
You’ll thrive here if you are
agile and adaptable when priorities change
comfortable solving problems without a perfect script
warm and clear in written communication
proactive rather than waiting to be told what to do
willing to question inefficient processes
comfortable making decisions within clear boundaries
interested in using technology to simplify administration
meticulous about documentation, follow-up and bookings
able to spot when information is missing or doesn’t quite add up
focused on both participant experience and getting people into care.
Attention to detail is non-negotiable.
A missed email, incorrect booking, incomplete referral, poorly documented requirement or forgotten follow-up can mean a participant doesn’t receive support and a referral is lost.
Why join CARED?
You’ll join a growing healthcare-tech startup where your work has immediate impact.
You’ll be at the operational centre of our referral journey, helping turn enquiries into actual care while working closely with participants, referrers and allied health practitioners.
You’ll work alongside a dedicated Service Navigation Lead, who leads the conversations that determine what participants need, and a Service Delivery Lead, who helps ensure those services are successfully established and maintained.
Together, the team creates a clear pathway from:
“We need help” → “We understand what you need” → “We’ve found the right practitioner” → “Your appointment is booked.”
We’re a small, fun team who love what we do as much as we love working together.
Originally posted on Himalayas