Job Description

Allegiance Heart & Home Care is seeking a professional, organised and client-focused Intake & Administration Officer to support our growing Support at Home and NDIS services.

This role is ideal for someone who enjoys speaking with clients and families, coordinating services, managing enquiries and ensuring the intake process runs smoothly from first contact through to service commencement.

You will often be the first person a prospective client or family speaks with, so we are looking for someone who is warm, confident, highly organised and able to represent our organisation professionally.

About the Role

The Intake & Administration Officer will manage new enquiries, client onboarding, follow-ups and general service administration across our aged care and NDIS programs.

Your responsibilities will include:

• Responding to new client enquiries by phone, email and online enquiry forms
• Speaking with clients, families and representatives to understand their support needs
• Managing prospective clients through the intake process
• Maintaining an accurate intake and enquiry CRM
• Following up new enquiries and ensuring no enquiry is left without a next action
• Collecting and recording client and funding information
• Coordinating intake appointments and assessments
• Preparing and sending service agreements, consent forms and onboarding documents
• Following up unsigned or incomplete documentation
• Assisting with Support at Home and NDIS client onboarding
• Liaising with Care Managers, Registered Nurses, support workers and external providers
• Assisting with worker allocation and initial service scheduling
• Maintaining accurate client records and administrative notes
• Responding to client and family enquiries in a professional and timely manner
• Following up allied health providers and other service providers for required documentation
• Supporting the administration team with service records, progress notes and invoicing documentation
• Escalating clinical, safeguarding, complaint or high-risk matters to the appropriate manager or clinician
• Providing general administrative support as required

About You

We are looking for someone who is:

• Friendly, professional and confident communicating with clients and families
• Highly organised with strong attention to detail
• Comfortable speaking on the phone and following up enquiries
• Able to build rapport quickly
• Able to manage multiple enquiries and priorities at the same time
• Reliable and able to follow tasks through to completion
• Confident using computers, spreadsheets and online systems
• Able to maintain accurate and confidential records
• Proactive and willing to take ownership of tasks
• Calm and professional when dealing with sensitive situations

Essential Requirements

• Strong written and verbal communication skills
• Excellent administrative and organisational skills
• Good computer literacy
• Ability to work independently and as part of a team
• Ability to maintain confidentiality and handle sensitive information appropriately
• Australian working rights

Highly Regarded

Previous experience in any of the following will be highly regarded:

• Aged care
• Support at Home
• Home Care Packages
• NDIS
• Disability services
• Healthcare administration
• Client intake
• Rostering or scheduling
• Case management administration
• Allied health administration

Experience using systems such as ShiftCare, Employment Hero, My Aged Care, PRODA, NDIS portals, Microsoft Office, Xero or electronic signing platforms would also be advantageous.

What We Are Looking For

This role is more than general administration.

We are looking for someone who understands that every enquiry may represent an older person, person with disability or family who is trying to organise important support.

The successful applicant should be able to make people feel listened to, provide clear information, take ownership of follow-up and ensure the client understands what happens next.

Why Join Allegiance Heart & Home Care?

You will join a growing care organisation with the opportunity to play an important role in improving our client intake and onboarding experience.

You will work closely with management, care staff and service providers while helping clients and families access the support they need.

Occasional travel to client homes may be required. Applicants should hold a current driver licence and have access to a reliable, comprehensively insured vehicle. Approved work-related travel will be reimbursed.

How to Apply

Please submit your resume together with a short cover letter outlining:

• Your relevant experience
• Any aged care or NDIS experience
• Your experience dealing with clients or families
• Why you believe you would be suitable for this role