Medical Administration Assistant for an Australian Company

• Answer and manage approximately 6 incoming phone calls per day, providing friendly, professional, and empathetic customer service.
• Assist clients with appointment bookings, cancellations, and rescheduling.
• Manage incoming referrals from doctors and healthcare providers.
• Welcome new clients, collect relevant information, and assist with arranging appointments.
• Respond confidently to general client enquiries and refer complex or clinical questions to the appropriate physiotherapist.
• Maintain and update client records within the practice management system.
• Assist with scheduling and coordinating appointments for the mobile physiotherapy team.
• Communicate appointment changes and important information to the relevant physiotherapists.
• Follow established standard operating procedures for routine administrative tasks.
• Complete general back-end administration accurately and efficiently.
• Assist with general administrative and ad hoc tasks as required.

Must Have

• Previous experience in customer service, administration, reception, or a similar client-facing role.
• Excellent spoken and written English communication skills.
• Confident, friendly, and professional telephone manner.
• Strong empathy, emotional intelligence, and interpersonal skills.
• Ability to communicate patiently and respectfully with elderly clients.
• Excellent organizational skills and attention to detail.
• Ability to manage appointment changes and follow established procedures.
• Confidence in learning practice management and telephone systems.
• Ability to work independently and communicate effectively with the team.
• Previous experience supporting Australian businesses is highly desirable.
• Medical or allied health experience would be advantageous but is not essential.
• Systems & Software
• 3CX – Telephone system used for managing incoming and outgoing calls.
• Xand – Practice management software (name to be confirmed).
• Microsoft Teams – Internal communication and video meetings.
• Internal standard operating procedures (SOPs) and administrative systems.