At BHN, access and intake is where everything starts. We’re looking for a leader who can take a complex system and make it work better for clients and for the people delivering the services. It will require a leader interested in driving organisational change, reshaping processes, and building the services for a more consistent, client centred experience across BHN.

This role sits at the centre of how clients enter and move through our services — shaping intake, referrals, waitlists and first contact experiences across the organisation.

You’ll lead the teams who make that first connection count, while guiding the organisation through the changes needed to modernise, simplify and strengthen access.

What you’ll be doing

• Lead and improve how client access BHN services with a strong emphasis on change management to embed new ways of working across teams and programs
• Design, implement and lead change for better systems that manage waitlists, client flow and referral pathways.
• Lead frontline teams that directly shape client experience every day
• Use insight, data and operational understanding to improve access and client journeys
• Build consistency across a complex and fast-moving service environment

What you’ll bring

• Experience leading access, intake, service coordination or contact centres in health or community services
• Confidence operating across both operational and frontline environments
• A proven track record of improving systems, including redesigning processes, implementing new models and embedding change.
• Strong leadership with the ability to bring teams and stakeholders with you
• A practical, solutions-focused approach — you fix what isn’t working
• Experience reshaping access and intake models
• The ability to communicate change clearly and confidently.

What you’ll get

• A role with real influence over how people access services at BHN
• Scope to redesign systems
• Leadership of critical frontline teams
• A collaborative, purpose-driven organisation
• Salary packaging + flexible working options

Ready to make a difference?

Join us at a time of real growth and transformation and help shape the future of community health. Apply now with Resume and Cover Letter, describing why you would be successful in this role.

For further information, please contact:

Belinda Sanger, Talent Acquisition Advisor - [email protected] using the subject line: Program Manager - Access & Intake enquiry via EthicalJobs.

Better Health Network (BHN) is a not-for-profit organisation providing integrated health and wellbeing services to people of all ages in communities across south-eastern Melbourne. We proudly provide a wide range of services to support healthy living, general wellbeing and social connection.

These include specialist medical services, dental and allied health, nursing and counselling services, as well as aged care social supports and NDIS disability services. With the vision, Your health, your choice, your way, we exist to deliver accessible services that meet the needs of our communities and use our influence to create positive change.

We value Accountability, Collaboration, Respect, and Courage, and we strive to create an inclusive environment that welcomes people from all backgrounds, including those from Aboriginal and Torres Strait Islander, culturally and linguistically diverse, and LGBTQI+ communities.

Please note that prior to any commencement of employment, pre-employment checks checks must be complete.

A position description is attached.