Overview:

We are seeking a compassionate, highly organised, and proactive (Patient Intake & Care Coordinator (NDIS & Aged Care) to join our Intake Division. This is a critical frontline role where you will be the first point of contact for individuals and families reaching out to the company for support.

You will play an essential role in creating a positive first impression, gathering accurate information, and ensuring enquiries are appropriately documented and followed through with care and professionalism.

Schedule: Monday to Friday, 9:00am – 1:00pm (Sydney time) | Part-Time (20 hours per week)
Note: Hours may increase or transition to full-time within 3 months depends on candidate's performance and/or business needs

Responsibilities:

First Point of Contact

• Answer incoming calls from clients and families in a calm, patient, and professional manner

• Provide a warm, empathetic, and reassuring experience for all callers

• Build trust quickly and ensure callers feel heard, supported, and respected

Information Gathering & Documentation

• Listen actively and capture detailed, accurate call notes

• Ask thoughtful follow-up questions in a natural, conversational manner

• Identify and document all key information required to support each enquiry

• Perform accurate data entry into CRM systems and internal platforms

Client Understanding & Communication

• Develop a strong understanding of EnableU’s services and support offerings

• Learn key aspects of the disability and aged care sector, including common conditions and support needs

• Adapt communication style to suit diverse callers, including varying accents and communication needs

• Recognize emotional cues and respond appropriately with empathy and care

Follow-Up & Engagement

• Treat every enquiry as a meaningful opportunity

• Follow up with clients via phone or email in a compassionate and consistent manner

• Maintain persistence without being pushy or overly sales-driven

• Ensure all enquiries are actively progressed toward resolution or placement

Administrative Support

• Maintain accurate and organised records across all enquiries and interactions

• Support document preparation, CRM updates, and administrative tasks

• Ensure data accuracy and attention to detail in all system entries

Coordination & Collaboration

• Work closely with internal teams including HR (staff allocation) and Service Delivery teams

• Ensure smooth handover of client information to relevant departments

• Support cross-team communication to ensure seamless service delivery

Multitasking & Workflow Management

• Manage multiple concurrent tasks, including calls, emails, and documentation

• Prioritise effectively and communicate capacity constraints when required

• Ensure no tasks or enquiries are missed during busy periods

• Demonstrate strong organisational control in a fast-paced environment

Decision Making

• Make sound, timely decisions when information is incomplete

• Demonstrate initiative and judgment to maintain workflow momentum 

• Escalate only when necessary, rather than delaying progress

Requirements:

• Ability to work independently with minimal supervision

• Strong problem-solving and decision-making ability

• Highly organised with excellent attention to detail

• Exceptional English communication skills (spoken, written, listening, reading)

• Comfortable handling phone-based communication with a calm, reassuring presence

• Ability to communicate effectively with a diverse range of clients and communication styles (Australian clients) 

• Available to work 9:00 AM – 1:00 PM Sydney time consistently

• Experience in healthcare, aged care, or disability support preferred

Preferred Background:

Given the specialized nature of NDIS support services, candidates with direct NDIS experience in offshore markets are relatively limited, and those with such experience are typically suited to full-time roles due to higher earning potential and long-term career pathways.

For this part-time position, we therefore prioritize transferable skills over direct NDIS experience. Ideal candidates may include:

• Registered Nurses (RN or equivalent in their home country)

• Enrolled nurses or allied health professionals

• Individuals with strong healthcare, aged care, or client intake experience

Candidates will be fully trained in NDIS and Aged Care processes, systems, and compliance requirements, with emphasis on communication skills, empathy, and operational capability. 

Success in This Role:

You will thrive in this role if you are:

• Naturally empathetic and calm under pressure

• Confident managing phone-based client interactions

• Highly organized and detail-focused

• Able to multitask and prioritise effectively

• Motivated by helping vulnerable individuals access support services

Independent Contractor Perks:

• Permanent work from home

• Immediate hiring

Note:

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.