Medical Receptionist/Psychology Practice Administrator - Work Mostly From Home

IMPORTANT: Please DO NOT submit an application for this role if you do not have at least 3 years experience working in Australian health practice in a patient/client facing role that involves answering many client/patient calls. 

This isn’t an entry-level position and any applications who do not have relevant experience or don’t follow the clear application requirements below will be deleted.

Do you enjoy supporting patients/clients over the phone in a fast paced work environment?

Would you like to Work mostly from Home, avoid the daily commute, and not have to interact with clients face to face at a practice? 

If this sounds like you, we’d love to hear from you! 

• No time wasted commuting back and forth to work 4 days of the week- You can work from Home Mondays, Wednesdays, Thursdays and Fridays. Tuesdays you will be working from our Northgate practice office.

• No need to spend time getting dressed up for work or presentable for video calls on your work-from-home days - most internal communications will be via instant message and phone calls. We have a casual dress code when we meet up. 

Paperless Admin helps Australian psychologists, in small private practices, manage the booking, billing, and administration of their psychology clients so they have more time for their clients and family. Why psychologists use our service: We provide a more efficient and cost-effective alternative to psychologists employing their own admin staff member. 

We manage the admin of multiple psychology practices using a consistent set of processes and systems across all practices, though each practice has their own phone line and email address. Please look at our website before writing your application paperlessadmin.com.au

• The role will primarily involve answering and making calls. You will also be sending/replying sms/emails to clients and completing some other related admin tasks as required, however managing calls will be your main responsibility.
   
• Purpose of the role: To answer phone queries and organise bookings for callers in an empathetic but time efficient manner. If call durations are consistently too long, calls for other practices will get missed and they will lose bookings and income. Whilst we won’t be able to answer every call, we need to do what we can to share your time on calls between callers and practices.
   
• It is a full-time permanent 38 hour a week role from Monday to Friday. Part-time is not practical. 
   
• You can work from Home 4 days of the week once the initial weeks of on-site training at Northgate is completed and you demonstrate you are able to manage calls independently. 
   
• We work in the practice office at Northgate on Tuesdays every week - this is NOT negotiable. You need to be able to commute to Northgate every Tuesday and other days as requested. These face to face days in the office are used for training. meetings and building supportive working relationships within the team. There are plenty of parking and public transport options (Northgate train station and buses are close)

• Your shift start times and durations may vary slightly based on other factors such as workload and other staff taking leave. However the total hours each week will be 38 hours. It is likely we will need you to work an 8 hour shift on Mondays, Wednesdays and Fridays from 8am to 5pm (with a 1 hour unpaid break in the middle). Then you will only need to do a 7 hour shift on Tuesdays and Thursdays from 8am to 4pm (with a 1 hour unpaid break in the middle).
   
• From April to October our operating hours, and your shifts, will be between 8 am and 5 pm. However, over the summer months, during NSW/VIC daylight savings from October to April, our operating hours and your shifts will be between 7 am to 4 pm QLD time as most practices we support are in NSW/VIC. This means over the summer months you will finish work an hour earlier. 
   
• The starting salary is to $60 268 per annum ($30.50 per hour) as a full-time permanent staff member (not casual). You will also receive a performance bonus based on meeting your call KPIS. Both your wages and bonus will be paid to you fortnightly. 
   
• The performance bonus will commence once you have completed the training period and be based on meeting and exceeding your call answering KPIs. 

• Answering many inbound calls per day for all the small psychology practices we support. You aren’t just answering calls for one practice. The specific calendar and information for each practice will open on the screen for you before you answer the call to give you the specific details (e.g. fees, availability) of that specific practice. However we use the same call answering and other processes across all practices we support.

• Writing clear and concise sms and email communications with clients and psychologists. You will need to summarise the key details of each call in an email message to the relevant psychologist in that practice. You will need to be good at summarising information in these written messages to capture the key details succinctly and clearly. We do not want a detailed record of every detail discussed on each call, just a summary of the main points. 

• Writing clear and concise written communications and instructions for your teammates in our email and instant messaging system. When working in the practice office at Northgate you can discuss issues with your teammates, or when certain problems arise you can call the practice manager to discuss, however most communications will require you to articulate yourself clearly in writing via instant message (where you can use text, screenshots or screen share videos to communicate).
   
• Recording and updating our Systems and Processes whenever you ask a question or learn something. It’s important that all team members record all their learnings and questions in our online process/FAQ system so other staff can benefit from them. Across all the practices we support, there is too much to remember. 
   
• Solving problems for yourself, teammates, clients and psychologists. When problems arise, or situations outside of normal processes occur, you will be required to work through problem solving steps yourself BEFORE asking others for guidance or training. Working from Home requires staff to be good independent problem solvers that don’t need to constantly ask other team members for help every time an issue or unfamiliar situation arises. 

• You have at least 3 years of experience working as a receptionist/answering phones in an Australian health practice - we want someone with knowledge to hit the ground running. You will understand how to manage confidentiality and privacy in a health practice and a practice’s requirements in terms of Medicare rebates.
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• Your phone manner is friendly and you are a patient listener as callers will often be distressed and experiencing, or supporting others through, mental health issues. However as this is not a clinical or counselling role, you won’t be expected or have time to have lengthy conversations with callers about their situation or issues.
   
• You are able to remain calm and composed in stressful situations when the occasional caller is rude or demanding.
   
• You are comfortable learning and using new software and technology - We use many different web based applications and do not use any Microsoft office applications that many people are conditioned to. We are using an increasing amount of AI related software/add-ons to make our roles easier. If you experience a lot of anxiety in relation to learning new software and technology, or the idea of using AI in your role stresses you out, this role is not for you.
   
• You are a natural problem solver that is happy to try and work things out yourself  - You are used to being the person other staff, or your family members, come to when there is a technology-related problem with their phones, devices or computers. You are accustomed to troubleshooting and fixing issues within practice software that arise and you don’t go to others for help every time you encounter an issue. 
   
• We expect you to work out common software/computer issues yourself at home. You won’t require someone to ‘show you’ how to fix issues for you or to remind you to restart your computer or clear your browser history. For example if you have sound issues when answering calls, you will be able to calmly work out the issue by playing around with sound settings on your computer, or will Google solutions to try, before contacting other team members for help. 
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• You are an attention-to-detail person who notices and corrects details if they don’t look right - It bugs you if things aren’t organised or incomplete.
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• You are open to feedback and have a growth mindset - You believe mistakes and setbacks are opportunities for us all to learn and improve from. You are comfortable giving and receiving feedback in order to help the team and yourself improve and grow professionally over time. 

Please upload the 2 documents we describe below into the Seek portal. If you submit a generic cover letter and resume that doesn't meet the following requirements, your application will be deleted.

1. A PDF version of your current resume in size 12 Verdana font, with your most recent roles at the top of the list and your full name in the bottom left footer of each page. Describe the tasks/functions/responsibilities of each role that are relevant to our role and note any gaps in your employment timeline.

2. A separate cover letter in size 12 Verdana font describing:

• Tell us a little about yourself (outside of work) - How do you like to spend your time away from work? Do you have any interests or hobbies?

• Why are you interested in this role? Please describe honestly, don’t try to tell us what we want to hear. Is working from Home the main appeal, do you need to escape a toxic culture, or just need a change. We want to ensure our role matches your needs.

• Do you accept the full time wage/salary and hours/conditions of the role as described above? Or would you need some adjustments? When would you be able to commence the role if you were successful - do you just need to give 4 weeks notice?

Interview process - We will only contact the best applicants for interviews. This will involve two steps:

• A Phone interview - This will be an informal phone chat to understand more about you, what you are looking for and answer any questions about the role to ensure it’s a good fit for you before meeting in person. This Phone interview will occur within a day of submitting your application as we want to complete the process quickly. We will sms you to organise a time around your other commitments or after hours. We may need to conduct this phone interview on the QLD holiday 6th May if you apply after 4pm Friday 3rd May.

• A Face to face interview - The most suitable phone interviewed applicants will be offered a choice of face to face interview times  on Monday 6th (Public Holiday, if you can’t do later in the week), Tuesday 7th or Wednesday 8th March to ensure we can complete the recruitment next week and stick to our recruitment timeline. We can conduct this face to face interview before or after work if you aren’t able to have time off during the day. 
   
• Start date of the role - We need someone to commence in this role between the 11th and 17th June, no later than this. Though we are open to considering someone commencing sooner if they would like to. Consequently we want to commence the interview process as soon as applications are received. If you are genuinely interested in this role  please apply no later than 5pm on Monday 6th June to be considered.

• Initial Training in the role - You will at least 2 weeks of face to face training in this role to ensure you are able to work from Home independently. You will be trained in our call answering and other admin processes, and trained in the software and systems we use. You can then access face to face training every Tuesday at Northgate as you need it.

We look forward to hearing from you soon if this role sounds like a good fit for you!