Intake and Access Officer

3 months ago

Lilydale, Australia Inspiro Full time

**Date Posted**:

- August 28, 2024
**Are you an **experienced Intake & Access Officer** with a background ideally in **Community Health** (or similar), who prides yourself on strong **customer service and relationship building **skills and focus? If so, we have a **permanent full-time** 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 difference and join our Intake team today.

**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.

**Position Responsibilities**:
**In the role you will**:

- Provide a warm and welcoming telephone based intake service for Inspiro, ensuring that all our clients have access to the most appropriate service by:

- 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
- 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**:

- Preferably you will have a minimum of two years experience in a similar role.
- 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.
- A high attention to detail, a systematic approach and high levels of accuracy.
- Ability to:

- 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.
- 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.
- Current Victorian Driver’s Licence.
- Experience working in Community Health (highly desirable), Aged Care, Disability or similar.
- meet the position requirements,
- undertake a current Police Record Check,
- hold an Employee Working with Children Check, and
- meet the mandatory COVID-19 vaccination requirements.

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

If you have any questions, please get in touch.

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