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.