Service Navigation & Intake Lead

Company Description Marstak, founded in 2013, is a technology-driven company with proven success across the ASEAN market. The organization focuses on innovation and resiliency, building solutions that help clients navigate complex business environments. Marstak works with a diverse range of partners and customers, delivering services that are responsive to regional needs. Team members join a growing company that values adaptability, problem-solving, and continuous improvement. The work environment encourages collaboration, professional development, and the application of technology to real-world challenges.

We support NDIS participants across Occupational Therapy, Speech Therapy, Psychology,

Neuropsychology, Physiotherapy, Exercise Physiology, Behaviour Support and Dietetics.

We already receive strong, qualified referral demand. This role is about making sure those referrals are

followed through properly, quickly and consistently.

About the role

You will own the participant journey from new enquiry to first booked appointment.

Our incoming calls are answered by a professional reception service, so this is not traditional

coordinator role. Your focus is what happens next: contacting the participant, completing intake,

progressing the referral, coordinating practitioner matching, managing the Service Agreement process

and securing the booking.

The standard is simple:

Every referral has an owner, a next action and an outcome. Nothing goes quiet.

What you’ll do

Contact new enquiries promptly and complete same-day callbacks wherever possible.

Conduct structured intake conversations with participants, families, Support Coordinators and

other referrers.

Understand participant needs, goals, preferences, availability and required allied health supports.

Progress referrals from enquiry through to signed Service Agreement, practitioner match and

booked appointment.

Follow up incomplete referrals, outstanding information and unsigned Service Agreements.

Match participants with suitable practitioners based on goals, expertise, availability, location,

modality and preferences.

Work from live Cliniko calendars to identify appointment options and available capacity.

Keep participants and referrers informed about progress and next steps.

Follow up cancellations, missed appointments and participants at risk of disengaging.

Maintain accurate HubSpot and Cliniko records, including referral status, next actions and reasons

referrals do not proceed.

Recognise safeguarding, clinical, funding or Behaviour Support matters requiring escalation.

Identify recurring delays, gaps or inefficiencies and actively suggest better ways of working.

The 2 things that matter most in this role are how you adapt and how you follow through.

You thrive in a startup environment - adaptable, pragmatic and comfortable with ambiguity. You’re not

wedded to one way of doing things and will readily change course when there’s a better solution.

And you close loops. Always. Calls are returned, follow-ups happen, referrals have a next action and

nothing important is left sitting untouched. You like ending the day knowing the inbox is clear, the CRM

is current and nothing has quietly fallen through the cracks.

Service Navigation & Intake Lead

Full time

Hybrid – 3 days office / 2 days WFH after onboarding

Reports to: Head of Operations & Growth

What good looks like

You will be measured on:

speed to first contact

overdue callbacks

referrals without a next action

Service Agreement completion

referral-to-booking conversion

time from referral to first appointment

stalled referrals

cancellation and disengagement follow-up

CRM accuracy

reasons referrals do not proceed

We aim to fully onboard, match and book suitable participants quickly, with all referrals fully

onboarded, matched and booked within 72 hours.

About you

You are warm, organised and exceptionally good at follow-through.

You are comfortable picking up the phone, asking the right questions and moving conversations towards a

clear outcome.

You will ideally bring:

3+ years’ experience in customer service, disability, allied health, healthcare, intake or service

coordination

strong telephone and written communication skills

experience managing enquiries through to a booking or service outcome

excellent organisation and follow-through

confidence managing multiple active referrals at once

sound judgement about when to resolve an issue and when to escalate it

experience using CRM, scheduling or practice-management systems

Just as importantly, you will thrive in a startup environment.

That means being:

agile and adaptable when priorities or processes change

flexible in your thinking rather than needing everything to fit a fixed script

comfortable solving problems when the answer is not immediately obvious

willing to question inefficient processes and suggest improvements

constantly looking for ways to make the participant journey simpler, faster and better

comfortable taking ownership rather than waiting to be told what to do next

Attention to detail is non-negotiable. In this role, a missed callback, incorrect booking, incomplete note or

forgotten follow-up can mean a participant does not receive support and a referral is lost.

NDIS experience and knowledge of HubSpot, Cliniko, Support Coordination, plan management or allied

health will be highly regarded.