About this role
KEY RESPONSIBILITIES
▸ Patient & Referral Administration
- Upload doctor referrals to the correct patient profile, and create new patient records directly from an incoming referral
- Create new doctor contacts in the system, sourcing correct details from the referral or the practice's website
- Send completed clinical reports to doctors and parents once clinicians have finished them, and prepare clinician letters, including uploading the relevant audiogram
- Keep patient profiles accurate and complete — correct formatting, Medicare details and contact information
▸ School Screening Coordination
- Manage enquiries from prospective schools and keep a database of contacted, interested, confirmed and declined schools
- Reach out to returning schools each year to confirm the following year's screening dates, and manage the confirmation, flyer, e-contract and parent-broadcast process for each
- Maintain the school screening schedule and prepare each school's screening list ahead of time, sending reminders at one month, two weeks and one day before the visit
- Support the day of the screening visit remotely, including flagging any new bookings that come through
- Process each school's PASS/REFER results after the visit, prepare the summary report, and update the master database
▸ Staffing, Systems & Practice Support
- Schedule and roster audiologists and casual screeners across clinic, school and home-visit services
- Maintain accuracy across the practice management system, Excel trackers and the practice's master database
- Support updates to SOPs and clinic guides, and help keep the staff compliance register (working with children checks, first aid, insurance, equipment calibration) current
- Coordinate university clinical placement enquiries — sending the clinical handbook and information to new students and organising an introductory call
▸ Marketing & Content Support
- Help produce 2–3 educational social media posts per week aimed at schools and parents, and support content scheduling
▸ Communication & Judgement
- Ask a specific, informed question rather than guessing or defaulting to escalation — investigate first using the available data and SOPs
- Recognise the difference between an inbound referral (confidential, internal use only) and an outbound report (requires parent consent to share) and handle each correctly
- Own a mistake immediately and follow the correct process rather than hoping it goes unnoticed
▸ Working Hours
- Full-time, aligned to Australian Eastern Standard Time (AEST) business hours, working the same calendar as the Australian-based team
WHAT SUCCESS LOOKS LIKE
- Referrals, reports and patient records are accurate, complete and handled confidentially — first time, every time
- A process taught once, through training, SOPs or videos, doesn't need to be retaught
- Small discrepancies — a mismatched count, a missing contact — are caught and resolved independently, with only genuine exceptions brought to the Practice Owner
- School screening visits run to schedule from first outreach through to the results summary, with nothing missed along the way
- The Practice Owner can hand over patient and student information without needing to double-check the work behind it
MUST-HAVE (ESSENTIAL)
- 3+ years' hands-on experience as a Practice Manager or running a clinic's admin — worth more than a formal qualification alone
- Meticulous attention to detail — checks their own work rather than assuming it's right, especially with patient and clinical information
- Learns a new system quickly from training and SOPs, retains it, and follows it independently without needing the same thing re-taught
- Genuine initiative — investigates a discrepancy using the data and SOPs available, and comes back with a specific question rather than deferring everything upward
- Understands, or can quickly learn, the difference between a confidential referral and an outbound report — and handles each correctly
- Comfortable in a patient/practice management system alongside Excel and Outlook — can sort/filter data and spot a broken list
- Discreet and professional handling genuinely confidential patient and student health information
- Strong organisational skills to manage several school screening visits at once against fixed deadlines
- Comfortable asking questions and raising concerns directly rather than waiting to be asked
- Own computer/laptop and a private home office suitable for full-time remote work
- Available full-time on hours aligned to Australian business hours (AEST)
NICE-TO-HAVE (DESIRABLE)
- A formal qualification in practice management or healthcare administration (a bonus, not a substitute for experience)
- Familiarity with a patient/practice management system such as Splose, Cliniko or Halaxy
- Experience with Canva, SharePoint and/or scheduling social media content for a business
- Experience coordinating with schools or in the education sector
- Familiarity with NDIS-funded client coordination (most billing here is Medicare/private)
Required Experience
- 3+ years' hands-on experience as a Practice Manager, or running the administration of a clinic or similar healthcare/allied health setting — this hands-on experience matters more than a formal qualification on its own
- Comfortable handling confidential or sensitive information as a matter of course — healthcare, allied health, education or a similar regulated setting preferred
- Demonstrated ability to learn a new system or process from training or SOPs and follow it independently afterwards, without repeated re-training
- Comfortable working across multiple systems at once (a patient/practice management system, Excel, Outlook) to coordinate multi-step, deadline-driven work
- Able to work full time on hours aligned to Australian business hours (AEST)
Required Skills
- High attention to detail — checks their own work rather than assuming it's correct, particularly with names, dates, contact details and clinical information
- Solid working Excel skills — comfortable sorting and filtering data and spotting when a formula or list looks broken; doesn't need to be formula-building level, but needs to trust and verify what the spreadsheet is showing
- Genuine initiative — investigates a discrepancy or unclear situation before escalating it, and asks a specific question rather than a general one
- Strong written English for professional correspondence with doctors, schools and parents, and comfortable asking questions and raising concerns directly
- Comfortable and discreet handling confidential patient and student information
- Own computer/laptop and a private home office suitable for full-time remote work
Highly Desirable
- experience matters more)
- Experience with Canva, SharePoint and/or scheduling social media content for a business
- Experience coordinating with schools or in the education sector
- Familiarity with a patient/practice management system such as Splose, Cliniko or Halaxy
- Familiarity with NDIS-funded client coordination — most billing here is Medicare and private, but some families use NDIS funding