[Hiring] Onboarding/Intake Specialist @Clean Slate Clinic

Role Description

Are you the warm, sunny voice people remember from the moment they asked for help? Bring your positive energy and people instincts to a health-tech team helping more people recover from home.

Clean Slate Clinic isn’t your average health service. We’re a clinician-led telehealth service smashing the barriers – geography, cost, stigma – that stop people from accessing alcohol detox and recovery care. With a purpose-driven team, thoughtful technology and expert clinicians, we’re on a mission to make life-changing treatment easier to access from home.

• Opportunity type: Paid job
• Commitment: Full Time
• Experience level: 🚀 Growing (2 – 5 yrs)
• Location: National
• Remuneration: £30,000 – £35,000

Every day, people take the brave step of reaching out to Clean Slate for support, and you’re the one who helps turn that step into a start. You’ll own onboarding and intake from the first call: checking suitability criteria, explaining how the program works, setting clear expectations, working through payment options and following up until they’ve made it to their first clinician appointment.

• Your week: Monday starts with the weekend catch-up: follow-ups with clients who reached out over the weekend and people ready for their first call. From there, you’re walking someone through how withdrawal from home works and what their first week will look like, answering a family member’s question about eligibility or passing a medication question to the clinical team. Once a week, you might lead the peer support group session. The Friday feeling: a fresh group of people starting the program feeling prepared and cheered on.
• Your style: You’ve probably never met a stranger you couldn’t get chatting or a nervous caller you couldn’t put at ease. You’re the friend who remembers everyone’s big news, the colleague who notices when someone’s gone quiet and the person strangers somehow tell their life story to in the supermarket queue. Warm, upbeat and steady, you can ask the direct questions that keep people safe, sit with a hard call, then reset for the next one.
• Your fit: You’ll sit closest to new clients, the positive, familiar voice people hear from the moment they reach out until they meet their clinician, working hand-in-hand with the clinical and client support teams. Success here is simple: people start the program feeling ready and supported.

Qualifications

• You might have come from AOD or mental health support, a helpline, community services, patient intake in healthcare or telehealth, student services, hospitality, customer success at a startup or somewhere else.
• You bring clear phone and written communication, tidy record-keeping and the confidence to guide someone from first enquiry through to enrolment.
• A psychology background or a fascination with what helps people change is a plus, as is experience or interest in facilitating group sessions.

Requirements

• 75% Client Intake & Onboarding: Call clients who’ve booked in to learn about the program, explain how it works and guide them through enrolment. Work through their circumstances against the program criteria, flag anything that needs clinical input and set clear expectations on eligibility, payment options and terms of service. Follow up anyone who’s gone quiet and, where Clean Slate’s program isn’t suited, help them find a service that is.
• 20% Client Support & Peer Groups: Respond to calls, emails and SMS from clients with warmth and zero judgement whenever they reach out. Help them get set up for telehealth, answer questions about the program and loop in clinicians or escalate risks when needed. If you’re keen, you’ll also facilitate a weekly peer support group session, with training and guidance available.
• 5% Records, Systems & Improvement: Keep bookings, client accounts and CRM records accurate, secure and easy to follow. Catch open actions and leave notes that save the next person from an archaeological dig. Share what you hear from clients so the wider team can shape improvements and new initiatives.

Benefits

• Values-led leadership: You’ll be joining a values-led team, with the co-founders each bringing highly impactful careers that inform their leadership.
• Impact in action: In just six years, Clean Slate has gone from idea to scale – supporting 3,000+ people to safely recover from home in Australia and now expanding into the UK.
• Winner of 2025 Patients Australia Award for Outstanding Digital Health Service.

Key Criteria

• AOD & Empathy: You’ve supported people at risk of harm from alcohol or other drugs, whether in a health service, community program, crisis helpline or peer setting.
• Natural Cheerleader: You’ve helped people move from ‘maybe’ to ‘yes’ with clear explanations, honest answers and warm positivity that’s catching.
• Workload Organiser: You’ve kept track of many people at once, each at a different stage, and made sure every call, booking and follow-up happened when it should.
• Trusted Judgement: You’ve applied clear criteria to messy situations, spotted the risks others missed and known when a case needed a clinician’s or specialist’s eye.
• Comfortable With Systems: You’ve learnt digital tools quickly, connected information across systems and recognised patterns in the work.
• Purpose: Values alignment with the team and the broader mission to improve health and wellness support for people experiencing addiction through a unique at-home model of care, delivered by expert clinicians.