Client Services Scheduling Coordinator: FCA Telehealth 

Full-time, Mon-Fri 9am-5pm AEDT.

You’ll be the first human voice new FCA clients hear. Your mission is to guide warm referrals smoothly from enquiry to a confirmed Telehealth Functional Capacity Assessment (FCA) appointment, maintain spotless data, and keep every stakeholder confidently informed at each step.

Core Responsibilities

FCA Referral triage & data handling

• Review incoming FCA referral forms and make efficient contact to verify details and match with suitable availability
  

Client outreach & FCA Telehealth booking

• Clearly explain the Telehealth FCA process, what to expect, and required documents.

• Secure 5+ FCA bookings daily (initial appointment + intake call), recording all details in real time.
  
  

Telehealth calendar & appointment management

• Create, adjust or cancel FCA Telehealth appointments in SPLOSE with 100% accuracy.

• Ensure correct time zones, appointment service types, and clinician allocation.
  
  

Proactive client communication

• Send SMS/email communication, ensure confirmation email are sent and accurate, document any client communications accurately.

• Answer routine questions about Telehealth access, documentation, clinician availability and policies.

• Escalate any complex clinical, behavioural or funding-related queries to the appropriate team.
  
  

Reporting & continuous improvement

• Log daily call attempts, contacts and booking conversions.

• Maintain pristine data across Splose and spreadsheets.

• Recommend improvements to scripts, outreach sequences and workflow efficiency.
  
  

Note: All outreach is warm—every contact has already been enquired or been referred. No cold calling.

Requirements

Essential

• 1+ year experience in phone-based appointment scheduling, client support, intake coordination, inside sales, or similar warm-lead environment.

• Clear, empathetic and confident communication (spoken + written).

• High accuracy in data entry and multitasking across calls, email, CRM and Telehealth admin.

• Proficiency with Google Workspace and quick learner of new systems.

• Quiet home office, stable 50 Mbps+ internet and noise-cancelling USB headset.
  

Valuable Extras

• Familiarity with FCAs, NDIS processes or allied-health funding pathways.

• Experience supporting Telehealth clients or coordinating assessments
• Background in allied health, aged care, disability support or any service-scheduling setting.

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