Operations Lead – Intake (Psychology Clinic)
Full-time | Collingwood, VIC | Hybrid (In-person & Remote)

Join a purpose-driven mental health and wellbeing practice supporting individuals, teams, and organisations to thrive.

The Mind Room seeks an experienced and motivated Operations Lead –Intake to guide and supervise our intake team. In this leadership role you will oversee the client intake process, ensuring every new client is matched with the right clinician and receives a seamless onboarding experience while working to enhance processes, meet targets, and support your team.

Why Join The Mind Room?

Community: Join a collaborative and kind team committed to meaningful work

Support: Be backed by strong leadership, systems and clinical partnerships

Environment: Work in a purpose-built venue designed for both connection and focus

Growth: Access to professional development, supervision and progression pathways

Flexibility: Hybrid working options and autonomy in how you lead your team

About Us
The Mind Room is a vibrant psychology, wellbeing, and performance practice based in Collingwood, Victoria. Since 2012, we’ve delivered evidence-based mental health support to individuals, couples and organisations, with a focus on values-driven impact and service excellence. Our vision is to reach one million client engagement hours by 2035, and we’re building the team that will take us there.

Our purpose-built venue features 14 consulting rooms, three telehealth pods and flexible spaces that support both quiet work and collaboration. The Intake and Front of House team is central to delivering our welcoming, efficient and responsive client experience.

About the role

Location: Collingwood, Victoria

Employment Type: Full-time (5 days per week Mon-Fri, Sat as required)

Salary: $31.16 to $34.22/hour (based on experience) plus super and annual leave loading, with additional support for professional development; Level 8.1-8.3 ‘Support Services Employee’ under the Health Professionals and Support Services Award [MA000027]

As Operations Lead – Intake, you will guide and support the Intake team, ensuring every new client is matched with the right clinician and receives a seamless onboarding experience. You will supervise daily operations, coach staff, refine intake processes and oversee performance targets related to response time, appointment fulfilment and engagement conversion. Working closely with the Operations Manager and Clinic Manager, you’ll play a key role in supporting both operational efficiency and clinical governance.

Your responsibilities

Lead and supervise the Intake team to maintain high service standards and efficient workflows

Oversee rostering, training, onboarding and development of intake staff

Provide coaching and act as first point of escalation for intake team concerns

Ensure compliance with privacy, record-keeping and clinical risk protocols

Monitor KPIs including response time and client matching success

Support first-level IT troubleshooting and staff training on systems such as Halaxy and Google Workspace

Collaborate with leadership to identify and implement workflow improvements

The full job description is available here > https://tinyurl.com/tmrintakelead2025

About You
You are an experienced team leader with a strong background in intake or service coordination in a healthcare or mental health setting. You combine operational thinking with warmth and empathy, and you take pride in building systems and teams that run smoothly and deliver real value.

You bring:

3+ years of team leadership experience including rostering and supervision

5+ years in customer service or administration in a health or allied health setting

Experience working in mental health, medical or allied health intake or triage

Proficiency with systems such as Halaxy, Google Workspace and Slack

Strong written and verbal communication skills, with a focus on clarity and collaboration

A calm, solutions-focused approach to problem-solving

Knowledge of industry frameworks such as Medicare, privacy standards and client risk protocols

Desirable Experience

Cert III or above in health administration or a related field

Experience in project management, compliance or process improvement

Familiarity with agile methodologies and accounts receivable processes

How to Apply

Send your resume + cover letter outlining your experience with the subject line Operations Lead - Intake to [email protected]

Applications are reviewed as received, final deadline: 31-May-25 (we reserve the right to close the selection process at any time)

Only applicants with the right to work in Australia will be considered.

As part of our commitment to thorough HR practices, we will notify all applicants of the outcome of their application.