Organisation: Uprety Home Care
Type: Permanent Part-time (Tues, Wed, Thurs preferred)
Location: Hybrid, Work from Home + Purposeful Office days (Monthly Face-to-face, Staff Lunch/Dinner)
Salary: FTE: $68,800 + Super (Pro-Rata for Part-time)

Why Uprety Home Care

Uprety Home Care is a Values-led community Nursing and Disability support provider. We are known for our responsiveness, Clinical Quality and genuine care. We're growing, and we're looking for a detail-driven Intake Officers who love turning enquiries into smoothly delivered services that make a real difference.

The Role (Position Purpose)
You will be the first point of contact for participants, families and coordinators of support (CoS) and brokerage partners that have enquired for Uprety Home Care services. You will complete the participant onboarding process, ensuring all documentation is received and completed accurately for the service. You will be our systems up to date, escalate risks appropriately, and send clinical notes and reports to stakeholders.

What you'll do
1) Client Enquiries & Referrals

Answer phone, email, and text enquiries promptly and professionally.

Log referrals in MS Planner and complete initial intake tasks.

Keep CoS/SCs/families updated (e.g., confirmed nurse date/time).

Escalate complaints to the operations Coordinator.

Conduct monthly feedback check-ins with participants.

2) Service Agreements & Documentation

Prepare quotes and draft/issue/track Service Agreements (including renewals).

Schedule service bookings in NDIS MyPlace portal.

Create, maintain, and archive client SharePoint folders.

Upload participant documentation into Onely (CRM) and assign RN's to their profile

3) Medical Authorities & Registers

Request/receive authorities (e.g., catheter changes, PEG balloon checks, medication patches).

Upload authorities to SharePoint and update the Clinical Management Register with due dates.

Notify the Clinical Manager of clinical implications or requests.

4) Risk Assessment & Escalation

Conduct Home Risk Assessments by phone.

Escalate High Risks immediately to the operations Coordinator.

Provide details for Clinical/Operations follow-up as required.

5) Consumables Coordination

Prepare/send consumable orders to Brokerage Case Managers or CoS per RN progress notes.

Upload consumable order details to Onely (CRM) for tracking

6) Reporting & Communication

Send completed Continence Assessment and other reports to CoS/NDIS/Brokerage once final review is received.

Update stakeholders on report status and forward brokerage participant progress notes (including flagged supply requests).

Inform Accounts when reports are sent for accurate billing

Follow-up on additional service request from the RN for approval

Ad-hoc duties as required for business needs.

How We’ll Measure Success (Key Outcomes/KPIs)

All enquiries responded to within 1 business day (worked)

Intake tasks (agreements, SharePoint folders, risk assessments) completed within 5 business days.

Authorities uploaded & Clinical Register updated within 24 business hours of receipt.

High Risks escalated immediately to Operations Coordinator.

100% of completed continence reports sent to CoS within 24 business hours of final review.

CRM (Onely) and Planner kept accurate and up-to-date at all times.

What You’ll Bring (Skills & Experience)

Proven admin/intake experience in health, community care, or NDIS-related services.

Confident with Microsoft 365 (Teams, SharePoint, Planner) and quick to learn CRMs (Onely is a proprietary system)

Familiarity with NDIS Service Agreements, MyPlace portal, and clinical admin (authorities, registers) is a plus.

Excellent written/verbal communication and customer care.

High attention to detail, time management, and follow-through.

Sound judgement for risk identification and escalation.

Discretion with sensitive health information.

You will need

NDIS Worker Screening Check, and valid Right to Work in Australia.

Completion of NDIS Worker Orientation Module

PPE and infection Control Modules

Certificate in Business Administration (desirable)

Demonstrated experience working in an administrative or secretarial role.

If you are interested in this role, or would like to know more about the day-to-day job description. Please reach out to our Operations Manager, Ben Lawrence.
[email protected]