Senior Medical Receptionist / Patient Administration Coordinator (AU Exp Req)

Ready to do work that actually excites you?

We are seeking an experienced Senior Medical Receptionist / Patient Administration Officer to take primary responsibility for patient-facing administration within a busy psychiatric practice in Australia. The role will work closely with psychiatrists and the wider administration team to manage patient enquiries, appointment diaries, referrals, waiting lists, correspondence, online bookings, and day-to-day patient administration. The ideal candidate will have strong Australian medical reception experience, excellent communication and organisational skills, and the ability to confidently manage sensitive patient interactions. Experience with Gentu, HealthEngine, Medical-Objects, Telehealth administration, psychiatrist diary management, and specialist or mental health practices will be highly regarded.

What You’ll Do

You’ll be the kind of person who

• Answer incoming calls professionally on behalf of Riverview Mind Clinic and manage patient enquiries appropriately.
  
• Book, reschedule and cancel patient appointments using Gentu.
  
• Manage psychiatrist appointment diaries, including monitoring availability and clinical sessions.
  
• Proactively fill cancelled appointments and unused clinical sessions where appropriate.Manage HealthEngine bookings and online appointment requests.
  
• Process new referrals received via email, fax, Medical-Objects and other referral pathways.
  
• Create and maintain accurate patient records, including checking demographic and GP information.
  
• Review referrals for basic administrative completeness and follow up on missing information where required.
  
• Send new patient forms, clinic information and other relevant administrative documentation.
  
• Follow up with patients regarding incomplete paperwork.
  
• Contact patients once referrals have been clinically accepted and assist with appointment coordination.
  
• Maintain and manage patient waiting lists.
  
• Confirm appointments and provide administrative support for Telehealth consultations.
  
• Manage routine patient correspondence, SMS communication and administrative enquiries.
  
• Allocate incoming clinical correspondence to the appropriate psychiatrist.
  
• Accurately record patient interactions, bookings and administrative actions in Gentu.
  
• Assist psychiatrists with diary management, administrative task lists and follow-up items.
  
• Maintain awareness of each psychiatrist's individual administrative preferences, requests and outstanding tasks.
  
• Provide consistent telephone and reception coverage during normal clinic hours.
  
• Provide backup support to other administrative staff when required.
  
• Recognise matters that are clinical rather than administrative and escalate them promptly to the appropriate clinician without providing clinical advice.
  

Requirements

What You Bring

We’re looking for someone with:

• 4–5+ years of medical administration experience, with the ability to work independently in a busy healthcare environment
  
• Strong Australian healthcare administration experience — this is particularly important to the client because of familiarity with the Australian healthcare system, patient expectations and communication style.
  
• Experience within a specialist medical practice is highly preferred.
  
• Previous psychiatry or mental-health administration experience is strongly preferred for the Senior role.
  
• Strong understanding of Australian Medicare billing and claiming, including specialist Medicare item numbers.
  
• Experience with complex medical billing, including refunds, invoices, payment issues, rebates and correcting billing transactions.
  
• Experience with DVA and ideally WorkCover processes. DVA can be trained, but WorkCover experience would be an advantage because processes and requirements vary by state.
  
• Strong appointment and diary management experience, including coordinating multiple doctors and understanding different appointment requirements.
  
• Experience managing patient referrals, reviewing referral information and booking patients according to the clinical requirements and doctor's availability.
  
• Strong patient communication experience, including handling sensitive or potentially distressed patients professionally.
  
• Experience managing medical correspondence, emails, documents and administrative tasks while maintaining confidentiality.
  
• Understanding of Australian healthcare privacy and confidentiality requirements.
  
• Strong computer literacy and experience using medical/practice-management systems. Gentu experience is highly desirable, but equivalent systems can be considered.
  
• Ability to follow established SOPs, manuals and escalation protocols while also using judgement when situations fall outside standard procedures.
  
• Strong problem-solving and initiative — the client specifically wants someone who will attempt to investigate and resolve system/process issues rather than simply saying, "I don't know what to do."
  
• High attention to detail and a methodical approach, particularly when handling billing, referrals and patient records.
  
• Ability to learn new systems and processes quickly and progressively take on more responsibility.
  
• Strong written and verbal English communication skills.
  
• Demonstrated long-term employment stability and genuine interest in medical administration as a career.

Benefits

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents).
  
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary).
  
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!.