ASHLI LINDSAY

Intake Manager in the NDIS sector, incorporating your leadership, technical innovation, and operational excellence:

• Led a complete restructure of the NDIS intake process, streamlining workflows and integrating AI automation to enhance efficiency, resulting in a 40% reduction in manual processing time and enabling staff to focus on client outcomes.
• Converted high-volume leads into paid invoices, managing intake of 40–80 clients daily while maintaining 100% monthly conversion targets through strategic stakeholder engagement and service coordination.
• Delivered end-to-end governance processing within 3 hours, ensuring compliance with NDIS standards and accelerating client onboarding timelines.
• Managed cross-functional teams including an offshore team of 5 and an onshore team of 19, overseeing service delivery, coding accuracy, and CRM operations across platforms such as Google Sheets, Excel, Snapforms, Nookal, The Boss, and other industry-specific systems.
• Designed and implemented an AI-powered intake bot, providing real-time support to staff with NDIS-related queries, significantly improving internal knowledge sharing and reducing onboarding time for new employees.
• Led full onboarding and NDIS compliance training, equipping staff with the skills and understanding necessary to navigate complex funding structures and service delivery requirements.
• Liaised with key stakeholders including plan managers, the Office of the Public Guardian, and allied health professionals to ensure seamless client transitions and funding approvals.
• Oversaw audits and resolved aged debt, identifying and rectifying NDIS billing errors to recover outstanding payments and maintain financial integrity.
• Implemented quality assurance measures to maintain high standards in the collection and processing of client information during the intake phase.
• Conducted regular internal audits to ensure adherence to established policies and procedures within the intake department.
• Enhanced client experience with timely follow-ups and comprehensive documentation of their needs and concerns.
• Addressed any concerns or issues that arose during the intake process promptly, demonstrating commitment to client satisfaction and effective problem resolution skills.
• Analyzed data to identify trends and areas for improvement within the intake department, leading to increased effectiveness.
• Established productive relationships with external partners such as healthcare providers, insurance companies, and community organizations to facilitate smooth client transitions into our services.
• Conducted regular performance evaluations for intake team members, providing constructive feedback and identifying opportunities for professional development.
• Maintained strict compliance with regulatory guidelines, ensuring accurate documentation and reporting of information obtained during the intake process.
• Coordinated seamless handoffs between teams involved in different stages of the service delivery process through clear communication and collaboration.
• Developed and maintained a comprehensive intake manual that served as the go-to resource for all staff involved in the client onboarding process.
• Improved communication between departments by developing and implementing a centralized intake management system.
• Evaluated software options for managing client data more efficiently, ultimately selecting a solution that significantly improved productivity within the department without sacrificing security or privacy.

• Temporary coverage of vacant internal role completed parallel to regular role.
• Identify opportunities of growth within the current operational structure of the mentoring program to improve all processes.
• Recruiting, induction & training of all newly hired mentors.
• Leading & coordination of all mentors and their engagement with NDIS participants.
• Liaising with internal & external stakeholders including mentors, Allied Health professionals, NDIA, Executive Team, Participants & their support circle.
• Rostering and scheduling of supports for all LSP participants.
• Develop, implement and update policies and procedures for the provisions of community access supports for NDIS participants.
• Provide performance reviews & conduct monthly meetings with all mentors to discuss improvement of supports and provide feedback on historical, current & future provision of service.
• Facilitate staff meetings to ensure clear communication and delivery of service.
• Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
• Established strategic partnerships with external organizations, expanding program reach and impact.
• Led training sessions for staff and volunteers, fostering a knowledgeable and cohesive team environment.
• Organized events and workshops to engage participants, enhancing their learning experience within the program framework.
• Managed budgets and resources for successful execution of multiple programs simultaneously.

• Understanding the National Disability Insurance Scheme and all services and supports provided under the scheme.
• Networking with service providers, NDIA, Local area coordinators, Mental Health departments, Health Care providers and Emergency Services.
• Networking and Liaising with NDIS participants & their families, carers, public guardians & support circle's.
• Answering phone calls, walk-in appointments and following up website leads for intake of new NDIS participants.
• Utilizing internal and external software and booking systems to process service agreements, consent documents and service bookings.
• Creation and management of new business relationships to ensure continuity of support across all NDIS participants.
• Assisting in company growth with specific focus on reducing the amount of time referrals remain unclosed & pending.
• Assist the quality assurance manager and other Executive team members in updating and amending any policies or administrative errors to remain in line with the NDIS standards and guidelines.
• Identification and amendment of administrative and IT errors that arise for all team members.
• Provision of person centered and authentic communication when liaising with internal and external stakeholders of all current and prospective NDIS participants.
• Administrative & secretarial support for all other teams within the business, including but not limited to, support coordinators, behaviors support practitioners, mentors & therapists
• Recently completed training modules for the newly released NDIS participant portal, PACE.
• Review timesheets in order to identify and escalate adverse events.
• Provided exceptional customer service by addressing concerns and answering questions promptly and professionally.
• Contributed to team success by consistently meeting or exceeding performance targets.