Practice Manager

FULL-TIME VIRTUAL PRACTICE MANAGER – AUSTRALIAN ALLIED HEALTH CLINIC

Location: Philippines – Work From Home
Hours: Full-Time – 38–40 hours per week (8am-5pm)
Schedule: Australian business hours
Business: Inner Balance Health – Darwin, Australia
Position: Virtual Practice Manager / Operations Manager

ABOUT INNER BALANCE HEALTH:
Inner Balance Health is a growing multidisciplinary allied health and rehabilitation clinic based in Darwin, Australia.

Our services include:
Physiotherapy: Neurological rehabilitation, Seniors rehabilitation, Community and home-visit physiotherapy, Hydrotherapy & Sports physiotherapy and rehabilitation
Exercise Physiology: Aged care independent and group session gym
Remedial Massage
Clinical Pilates
Studio Reformer Pilates
24/7 Pilates
Recovery services including sauna, ice baths and compression therapy

We work with private clients as well as a wide range of Australian healthcare and funding programs including
NDIS, DVA, Medicare/EPC, Home Care Packages, Short-Term Restorative Care, Workers Compensation, Motor vehicle, and private health insurance.

We are growing and looking for an exceptional Full-Time Virtual Practice Manager who can take ownership of the administrative and operational side of the clinic - This will be taking over a current role. - Handovers will be provided.

This is NOT a basic Virtual Assistant position.

We are looking for someone who wants to become a key member of our leadership team and help us build an extremely organised, structured and well-run healthcare business.

THE ROLE

• As our Virtual Practice Manager, you will work closely with the Clinic Director and Clinical Lead to ensure the clinic operates smoothly every day.
• Your job is to manage, organise, follow up, problem-solve and make sure things actually get done.
• We don't want someone who needs to be constantly told what to do.
• We want someone who notices problems, finds solutions, follows things through and takes genuine ownership of their role.
• You will help manage our reception/admin team and become the central point for many of the clinic's administrative systems and processes.

YOUR RESPONSIBILITIES
1. DAILY PRACTICE MANAGEMENT
You will oversee the day-to-day administrative operations of the clinic, including:

• Ensuring the clinic runs smoothly each day
• Monitoring reception and administrative workflows
• Ensuring tasks are completed correctly and on time
• Following up outstanding tasks
• Identifying problems before they become bigger problems
• Escalating important issues to the Director or Clinical Lead
• Maintaining clinic calendars, schedules and operational checklists
• Keeping the Director informed without requiring the Director to micromanage
• Creating structure and accountability across the administrative team

2. RECEPTION & CLIENT EXPERIENCE
You will oversee and assist with:

• Incoming and outgoing phone calls
• Email s
• New client enquiries
• Appointment bookings
• Appointment changes and cancellations
• Waitlists
• Client follow-ups
• Practitioner diaries
• Referral management
• Client forms and documentation
• Ensuring clients receive an excellent experience from their first enquiry through to completion of treatment

!!!!! You must be extremely confident speaking English on the phone !!!!!!

You will be communicating with Australian clients, healthcare professionals, doctors, case managers, support coordinators and funding organisations.

3. CLINIKO & PRACTITIONER SCHEDULE MANAGEMENT
You will become an expert in our practice management system, Cliniko.

Responsibilities include:

• Managing practitioner schedules
• Monitoring appointment utilisation
• Identifying gaps in practitioner diaries
• Managing waitlists
• Following up cancellations
• Ensuring appointments are booked correctly
• Monitoring recurring appointments
• Checking client information is complete
• Ensuring referrals and funding information are recorded correctly
• Supporting practitioners with administrative issues
• Helping improve diary utilisation and clinic efficiency

Previous Cliniko experience ---------- sirable, but experience with another healthcare practice-management system is also valuable.

4. AUSTRALIAN HEALTHCARE FUNDING & BILLING
You will receive training, but you will ultimately be expected to become highly knowledgeable in our different health funding streams.

These include:

• NDIS
• DVA
• Medicare / EPC / Chronic Condition Management
• Workers Compensation
• Home Care Packages
• Short-Term Restorative Care
• Private Health Insurance
• HICAPS
• Private-paying clients

You will help ensure:

• Referrals are valid
• Funding approvals are current
• Correct practitioners are linked to services
• Billing information is correct
• Treatment limits are monitored
• Required documentation is received
• Funding does not expire unnoticed
• Clients and referrers are followed up when required
• Outstanding accounts are followed up
• Administrative billing processes are completed correctly

Accuracy is extremely important.

5. REFERRALS & EXTERNAL STAKEHOLDERS

You will help manage relationships and communication with:

• General Practitioners
• Specialists
• NDIS Support Coordinators
• Plan Managers
• Home Care Package providers
• Case Managers
• Workers Compensation insurers
• DVA
• Hospitals
• Aged-care providers
• Community organisations
• Other referral partners

This includes monitoring incoming referrals, following up missing information and ensuring communication does not get lost.

6. ADMIN TEAM MANAGEMENT

A major part of your role will be helping lead our administrative / reception team.

You will:

• Delegate tasks
• Monitor task completion
• Follow up incomplete work
• Train team members
• Help onboard new staff
• Maintain reception procedures
• Create checklists
• Conduct quality checks
• Identify recurring errors
• Provide feedback
• Improve workflows
• Help create accountability within the team

You need to be comfortable leading people, not simply completing your own task list.

7. SYSTEMS, SOPs & ORGANISATION

One of our biggest priorities is making Inner Balance Health extremely structured and systemised.

You will help us:

• Create Standard Operating Procedures (SOPs)
• Maintain SOPs
• Build checklists
• Document clinic processes
• Create training resources
• Improve workflows
• Organise shared files and documents
• Maintain templates
• Build repeatable systems
• Identify inefficiencies
• Automate processes where appropriate
• Ensure staff actually follow the systems we create

We want someone who LOVES organisation.

If you see a messy process, your instinct should be: "How can I make this simpler, clearer and repeatable?"

8. STAFF ONBOARDING & TRAINING

You will help coordinate onboarding for new team members, including:

• Employment documentation
• Accounts and software access
• Training schedules
• Policies and procedures
• Practice-management software training
• Clinic services training
• Funding and billing training
• Administrative processes
• Communication systems
• Onboarding checklists
• Following up completion of required training

9. ROSTERS, TIMESHEETS & PAYROLL SUPPORT

You will assist with:

• Administrative rosters
• Staff availability
• Leave requests
• Timesheets
• Checking hours
• Payroll preparation
• Contractor information
• Staff documentation
• Following up missing information

Experience with Australian payroll or bookkeeping is highly desirable.

10. ACCOUNTS & BOOKKEEPING SUPPORT

Depending on your experience, responsibilities may include:

• Monitoring accounts
• Following up outstanding invoices
• Reconciling payments
• Preparing information for bookkeeping/accounting
• Checking invoices
• Expense organisation
• Basic reporting
• Assisting with payroll preparation
• Maintaining financial administration systems

Formal accounting qualifications are not required, but strong numerical skills and bookkeeping experience would be highly regarded.

11. PILATES & MEMBERSHIP OPERATIONS

Inner Balance Health also operates Pilates and recovery services.

You will help oversee administrative systems relating to:

• Studio Pilates
• Clinical Pilates
• 24/7 Pilates
• Memberships
• Recovery memberships
• Client enquiries
• Membership changes
• Payments
• Class bookings
• Client communication
• Instructor administration

12. REPORTING & KPIs

We want our Practice Manager to help us run the business using data rather than guesswork.

You will help monitor things such as:

• New enquiries
• New client conversions
• Practitioner utilisation
• Diary gaps
• Cancellations
• No-shows
• Rebooking
• Outstanding accounts
• Referral numbers
• Administrative performance
• Memberships
• Other operational KPIs

You should be comfortable using Excel / Google Sheets and learning how to create simple management reports.

13. RECRUITMENT SUPPORT

You may also assist with:

• Posting job advertisements
• Reviewing applications
• Shortlisting candidates
• Organising interviews
• Communicating with applicants
• Reference checks
• Preparing onboarding
• Maintaining recruitment trackers

14. WORKING DIRECTLY WITH THE DIRECTOR

You will work closely with the business owner/director.

A major goal of this position is to allow the Director to focus on:

• Leadership
• Coaching the team
• Clinical development
• Recruitment
• Financial oversight
• Strategy
• Business development
• Quality and compliance
• Growing the clinic

Rather than constantly managing small administrative problems.

You therefore need to be someone who can say: "I've handled it"

Not: "What do you want me to do?"

for every small decision.

WHO WE ARE LOOKING FOR

We are looking for someone who is:

• Extremely organised
• Reliable
• Proactive
• Intelligent
• Detail-oriented
• Confident
• Calm under pressure
• A strong communicator
• Comfortable managing people
• Comfortable making decisions
• Excellent at following through
• Good at prioritising
• Able to manage multiple projects
• Naturally interes