Job Description
This is a remote position.
Schedule :
- 40 hours per week
- Monday to Friday, 10am-6pm, Sydney time, 30 minutes paid break
About the Role :
We are a fast-growing Australian organization providing daily and clinical supports to people with disabilities and seniors across Sydney and Melbourne. Our services include personal care, allied health therapy, nursing care, and more — delivered by qualified support workers, nurses, physiotherapists, and occupational therapists.
We are looking for a compassionate, organized, and proactive Intake Officer to join our Intake division. This role is the first point of contact for individuals and families reaching out for support, and plays a vital part in shaping their first impression and experience.
What You Will Do :
1. First Point of Contact
Answer incoming calls with patience, empathy, calmness, and professionalism.Serve as the initial representative for new enquiries and support requests.2. Gather & Document Information
Listen attentively and take detailed call notes.Ask natural, conversational questions to capture all essential details.3. Learn & Navigate the Industry
Gain a deep understanding of the services offered and the disability and aged-care sectors.Adapt to different accents and communication styles.4. Be Socially Aware
Recognize signs of discomfort or distress and respond appropriately.5. Lead the Conversation
Proactively guide discussions — knowing when to take charge and when to simply listen.6. Follow Up with Compassion
Treat every enquiry as an opportunity to provide support.Follow up consistently through calls or emails without being pushy or sales-driven.7. Admin, Data Entry & Accuracy
Document details from calls and emails accurately.Transfer information between systems and perform admin tasks with minimal errors.8. Coordinate with Internal Teams
Work closely with HR (staffing) and Service teams (service delivery).Ensure smooth handovers and clear communication across departments.9. Multitask in a Fast-Paced Environment
Manage multiple tasks at once, such as handling calls while preparing agreements.Communicate your workload capacity and prioritize tasks effectively.10. Make Decisions with Limited Information
Use good judgment when details are incomplete.Keep workflows moving instead of waiting for perfect information.Key Traits & Requirements :
3+ years of inbound sales or customer support experience preferably within the healthcare industryAbility to work independently with minimal supervisionStrong decision-making and problem-solving skillsHighly organized and detail-orientedExcellent English skills (speaking, writing, reading, and listening — especially Australian accents)Comfortable speaking on the phone; a naturally reassuring, calm presence is a strong advantageBonus : Experience in healthcare, disability support, or aged careIndependent Contractor Perks :
HMO Coverage for eligible locationsPermanent work-from-homeImmediate hiringZR_29951_JOB
Requirements
