Administration Coordinator

Position Overview

The role of the Administration Coordinator is to assist the Administration Team in providing support to all administration functions, ensuring the delivery of effective and efficient therapy services to our clients. The key objective is to ensure timely and accurate service information is provided for all enquiries in a friendly and professional manner.

The duties include general administration support tasks, payment reconciliations, client liaison, and clinic management responsibilities. This role is responsible for supporting effective and efficient therapy program operations and ensuring that both internal and external customers experience a high level of satisfaction regarding their enquiries.

It is expected that this person will be able to successfully demonstrate the core responsibilities of their role and the activities listed within those responsibilities with little or no supervision required.

Responsibilities

Core Position Duties

• Assist in greeting all visitors to the clinic and creating a great first impression.
• Answer and direct phone calls as they come in.
• Action rescheduled meetings and appointments, including necessary paperwork.
• Ensure all daily and intensive therapy appointments are checked in and invoiced.
• Reconcile customer accounts and payments, including follow-up and collection.
• Process NDIS Claims and Service Bookings.
• Process Patient Intake Forms and relevant T&Cs.
• Prepare for future intensive therapy sessions and complete tasks assigned as part of the Intensive Checklist.
• Work closely with the administrative team to manage the clinic schedule.
• Complete other general administrative tasks as assigned.

Customer Experience Focus

• Ensure that the Administration Team consistently demonstrates a customer-centric approach in all interactions and that enquiries and interactions are seen through to completion.
• Demonstrate knowledge of the multidisciplinary therapy services available and the necessary administration processes that relate to internal and external customers.
• Develop rapport with children and families to build relationships of trust and mutual respect.
• Ensure both internal staff and external customers experience a high level of satisfaction regarding their enquiries.

Clinical Operations Management

• Assist the Administration Manager in managing the weekly schedule, including programming, communication with families, rescheduling, and adjustments throughout the year.
• Maximise clinic productivity by working with the team to fill schedules with weekly appointments and proactively replace cancelled sessions.
• Ensure all records and files are accurate and up to date and are filed and handled professionally while maintaining client and staff privacy.
• Manage assigned client communication and ensure outstanding issues are documented within ZOHO and/or Cliniko to maintain full team awareness.
• Assist with all aspects of accounts receivable, including taking payments, banking, and supporting strategies to minimise or control outstanding debts.

Self-Management and Team Contribution

• Actively participate in professional development, including continuing education opportunities provided through the organisation, outside providers, and other opportunities aligned with desired professional development.
• Create a safe, professional, and supportive environment where clients, families, and colleagues feel empowered to succeed.
• Communicate confidently and effectively with clients and therapists.
• Act in accordance with all company, legal, and industry policies and ethics.
• Work in a healthy and safe manner and encourage others to do the same.
• Demonstrate strong time management skills, including forward planning, to ensure all administrative tasks are completed accurately and in a timely manner.

This list is indicative only and is subject to change. All NAPA Centre employees are required to comply with any reasonable work requests from Management that occur from time to time.

Requirements

• At least 1 year of experience in an administration role, preferably within the healthcare industry.
• Current Working with Children Check.
• Create a safe, professional, and supportive environment where clients, families, and colleagues feel empowered to succeed.
• Display professional empathy toward clients and the ability to develop rapport.
• Maintain appropriate professional boundaries with clients and their families.
• Exercise discipline by completing all administrative tasks accurately and in a timely manner.
• Demonstrate a consistent ability to embrace, uphold, and act on the core behaviour indicators of NAPA's values of LOVE, HOPE, GROW, and SHARE.
• Demonstrate the ability to take on additional responsibilities while maintaining timeliness and proficiency with current job responsibilities.
• Ability to communicate confidently and effectively with clients, the therapy team, and other related professionals.
• Ability to develop rapport with therapists and build relationships based on trust, openness, and respect.
• Computer competence across Microsoft Office Suite, including Outlook, Excel, Word, and PowerPoint, with the ability to quickly learn a variety of other online software systems.
• Strong organisational skills and the ability to multitask, shift focus across tasks as needed, and manage priorities.
• Working knowledge of an electronic medical records system, such as Cliniko, preferred.
• Confident and personable, with the ability to work effectively with a wide range of personalities.
• Excellent customer service skills.
• Excellent written and verbal communication skills and a high level of attention to detail.