Manager - Frontline Access and Intake

2 weeks ago

Lilydale, Australia Inspiro Full time

Date Posted:

  • February 22, 2023
**We are seeking an experienced leader who can bring energy and drive to this new position, and who can transition our frontline reception and intake teams into new ways of working, who can optimise our systems and processes, with the ultimate goal being to improve our client journey and experience with Inspiro.

About the role:


The Manager - Frontline Access and Intake will be responsible for the leadership and day to day management of the reception (access) and intake (allied health) teams.

Charged with supporting the amalgamation of these functions into one team, this role's primary focus will be to bring together the frontline reception and intake teams, building a solid foundation for customer access, referral response pathways and supporting the streamlining of initial service navigation.


Reporting to the General Manager - Primary and Community Health, this role in collaboration with the Primary and Community Health leadership team is responsible for the delivery of person-centred, trauma informed customer service and intake services which align to Inspiro's values and vision.

This position will contribute to and play a key role in supporting the implementation of Inspiro's model of care.

Position Responsibilities:

  • Undertake a comprehensive review and redesign process of current access and intake functions to identify inefficiencies, identify opportunities to increase engagement and service demand, and to improve the visibility and experience of the client's access and journey with Inspiro.
  • Lead the Frontline Access and Intake team in the delivery of highquality services to clients promoting better access, referral pathways, and risk management ensuring customer service provision reflects a trauma informed approach and aligns with Inspiro's Model of Care.
  • Provide day to day leadership to the Access and Intake Teams as well as undertaking HR processes such as workforce planning (leave management), supervision, recruitment, performance and workload management.
  • Collaborate effectively with leaders across Inspiro to promote integration, knowledge sharing, streamlining of systems and processes, promoting continuous improvement and supporting the implementation and delivery of Inspiro's model of care.
  • Contribute to overall Primary and Community Health strategy, organisational culture and operational objectives through participation at Primary and Community Health Leadership meetings, and contributing to policy development, training and project activities as required.
  • Promote the principles and practice of service coordination to ensure that clients and their families are at the centre of service delivery and receive a timely, coordinated response.
  • Monitor and effectively manage client risk ensuring appropriate assessment tools and interventions are being used by team members.
  • Support staff in the efficient and effective use of the Client Information System/s and appointment booking systems (developing/refining scripts and guides as appropriate), reporting to GM on team outcomes such as diary and waitlist management.
  • Promote a culture of professional and personal development by evaluating training needs and building the capability of team members. Build team capability, ensuring members have a solid understanding and depth of knowledge in Inspiro's service offering.
  • Provide regular statistics and reports on data relating to measurables such as numbers of referrals and call back times, missed calls, walk ins, etc. to assist with resource allocations. Celebrate and promote access and intake milestones.
  • Champion and partner with leaders to ensure the any frameworks or recommendations related to reforms (e.g., aged care, mental health, child safety, MARAM etc.) are embedded in the delivery of service across the team. You will also provide leadership in and ensure the team operates and delivers services consistent with Information Privacy, Equal Employment Opportunity, Child Safe and other regulatory compliance frameworks and consistent with Inspiro policies and procedures.

About You:

Do you thrive in developing new systems of work? Do you get satisfaction engaging others and leading them to transition to a new way of working? Do you like to make a difference to the client journey?

Then this new leadership role might just be for you

You will also have:

  • A qualification in health, business or management related discipline
  • Leadership experience within the Community Health or Heath services sector
  • Experience managing reception, intake or service support functions essential
  • Experience leading projects or implementing new initiatives within the workplace (i.e., change projects, new systems of work etc.)
  • Experience utilising lean methodologies, streamlining services and creating efficiencies (highly regarded)
  • Previous experience with and knowledge of NDIS, My Aged Care and other client held revenue packages/sources

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