Are you an experienced Intake & Access Officer ideally with a background in Community Health (or similar), who prides yourself on strong customer service and relationship building skills and focus? If so, we have a part time, 0.8FTE four days per week, 12-month fixed term vacancy in our Intake team.

Based mainly at our Lilydale site, our Intake is centralised and primarily telephone based, providing initial needs identification and administrative support across all our counselling, allied health and nursing programs.

Come and join our values-based, community organisation - our values of being Friendly, Client Centred and Local are who we are and what we’re about.

Make a real difference and join our evolving and expanding organisation!

About the role

The purpose of the Intake and Access Officer position is to ensure clients have timely and responsive access to the services they need. This includes assessing client priority and eligibility for services, facilitating client appointments and operating in a complex funding environment.

In the role you will:

• Triaging incoming calls
• Screening for eligibility and urgency
• Assessing the financial status of clients
• Directing referrals to the most appropriate services, internal or external to Inspiro
• Scheduling and confirming new appointments
• Processing cancellations
• Providing information, referrals and resources to referrers and clients

• Provide a warm and welcoming telephone based intake service for Inspiro, ensuring that all our clients have access to the most appropriate service by:
• Work closely with internal and external stakeholders to facilitate appropriate and timely client care, ensuring up-to-date knowledge of Inspiro’s eligibility criteria.
• Taking a No Wrong Door approach, provide options for services to clients where they do not meet eligibility for public services e.g. MBS and privately funded options.
• Ensure all clinician diaries are fully booked with appointments at least one week and up to 6 weeks in advance. Schedule appointments to fill gaps at short notice.
• Facilitate timely and efficient flow of clients entering the service with a focus on meeting a 48-hour response to referral timeframe and other contractual obligations, as guided by the Manager Frontline Services.
• Maintain accurate client information using the client data systems including TrakCare and Pracsoft/Medical Director.
• Manage referrals through the My Aged Care website – allocate to appropriate discipline and enter data onto TRAK.
• Assist with Fee for Service referral processes (e.g. NDIS, HCP)
• Contribute to a safe and supportive work environment through undertaking the risk screen for home visits and alerting clinicians to any occupational health and safety issues.
• Manage and book appointments for all services including internal referrals.
• Work within organisational requirements including child safety, aged care and MARAM frameworks.

About you:

• Be highly organised and able to prioritise effectively
• Be proactive and able to find solutions
• Problem solve and take ownership of enquiries
• Work under pressure in a fast-paced environment
• Manage changing workloads and meet deadlines
• Be flexible in a changing service provision environment.

• Proven ability to work and participate in a busy team environment which operates within a framework of established procedures, workplace routines, deadlines and expectations.
• Excellent communication and interpersonal skills including strong customer service skills and outstanding rapport building capacity.
• Excellent administration skills with a high attention to detail, a systematic approach and high levels of accuracy.
• Ability to:
• Understanding of integrated service delivery practice to enable access to the right services that best meets clients’ needs.
• Demonstrated proficiency in Microsoft software, electronic data bases and the ability to use technology to achieve efficiencies.
• Experience working with TrakCare in Community Health (highly desirable), Aged Care, Disability or similar.

For a copy of the Position Description, please visit our Careers page https://www.inspiro.org.au

To be the successful candidate you must:

• meet the position requirements,
• undertake a current Police Record Check,
• hold an Employee Working with Children Check
• hold a NDIS Worker Clearance Check
• Current Victorian Driver’s Licence.

Inspiro may request additional background checks subject to current legislation.

To Apply

Tell us why you’d like to work at Inspiro and what you can bring to this role.

Please attach a cover letter and an updated resume or send your application to our HR team at [email protected].

We’re keen to recruit for this role, so we’ll shortlist as applications are received. Only shortlisted applicants will be contacted.

We’re excited to announce our upcoming merger with Access Health and Community, an organisation with a 150-year legacy of compassionate care. With over 400 employees and 200 volunteers across 18 locations, this partnership strengthens our shared commitment to delivering exceptional care. This is an exciting time to join Inspiro, as this merger brings new opportunities to grow, innovate, and make an even greater impact in the communities we support.

We welcome Everyone. Inspiro is committed to an inclusive workforce and celebrates the value of difference and diversity. We encourage applications from people of all abilities and ages, First Nations people and people of all cultures. We also encourage people to apply who have a lived experience of mental health challenges so that our workforce can better connect with our community and drive collaborative and innovative healthcare improvements.

About Inspiro

Inspiro is a not-for-profit community health service based in the Yarra Ranges. We’ve been delivering responsive, affordable and accessible care to our community for more than 26 years.

We provide friendly and client-centred allied health, counselling, dental and health promotion services that enhance and improve the health and wellbeing of our locals in the outer east of Melbourne.

Why work with us?

• Wellbeing is our priority - we’re committed to a culture that values and supports staff wellbeing. All our leaders are trained in mental health first aid and our wellbeing initiatives are ever evolving and promoted across our organisation. This focus is supported by our Employee Assistance Program.
• Attractive remuneration - receive a generous salary and benefits, including NFP salary packaging, meal and entertainment and novated lease.
• Great team culture - we promote a collaborative approach across Inspiro and our staff can benefit from a flexible, family-friendly, and outcome-focused culture and bring their whole selves to work.
• Ongoing professional development - we invest in workforce development and provide opportunities for our staff to grow and enhance the way we work and provide services.
• Everyone is welcome - Inspiro encourages a diverse and inclusive culture where individual differences and intersecting identities are respected and celebrated.
• Free onsite car parking & accessible public transport - we have free onsite car parking and are also close to Lilydale and Belgrave train stations.