The Clinic Operations Associate serves as the critical interface between our clinicians and the Australian community. This multi-faceted role is designed for a high-energy, emotionally resilient professional who can navigate the complexities of the Australian healthcare system while balancing technical administration with empathetic patient advocacy. You will manage the front-end of the patient journey—ensuring compliance with national standards while proactively growing our local presence.
Key ResponsibilitiesRequired Skills & Qualifications
- Patient Intake & Appointment Management
- Scheduling: Facilitate end-to-end appointment setting, ensuring patients are correctly triaged and matched with specialists.
- Patient Outreach: Conduct outbound calls to follow up on referrals and re-engage inactive clients to ensure continuity of care.
- Crisis Management: Serve as the first point of contact. You must remain calm and professional during high-stress calls, including interactions with frustrated patients or individuals in mental health distress.
- Administration & Compliance: Manage the clinic inbox and records in strict accordance with the Privacy Act and Australian Privacy Principles (APPs).
- Growth & Digital Presence: Research local Primary Health Networks (PHNs) for referral partnerships and manage AHPRA-compliant social media posts to keep the clinic visible.
- Emotional Resilience: Exceptional stress-management skills. You must be able to de-role after difficult conversations and remain grounded while assisting patients in crisis or navigating the high-pressure environment of a busy Australian clinic.
- Communication Mastery: Strong verbal and written communication skills with the ability to pivot from a sales-oriented cold call to a care-oriented patient intake.
- Technical Savvy: Proficiency in email management tools, social media platforms (Instagram/Facebook/LinkedIn), and basic research methodologies.
- Triage Mindset: A sharp ability to prioritize tasks based on clinical urgency and patient needs.
