Patient Enquiry and Referral Coordinator (Remote, Philippines)

BRAIN AID CLINICS · POSITION DESCRIPTION
Patient Enquiry and Referral Coordinator
Owner of the Attract phase

Function: Attract, the first of four phases in the patient journey (Attract, Convert, Deliver, Re-engage)
Reports to: Practice Manager (consultant), for now
Works closely with: Patient Flow Lead (Convert), the clinical team, and marketing suppliers
Location: Remote, Philippines
Engagement: Full-time contractor
Hours: Monday to Friday, 6:00 am to 3:00 pm Philippine time (8:00 am to 5:00 pm Australian Eastern Standard Time). We operate across two Australian time zones, so some enquiries are one hour further ahead from October to April.
Probation: 3 months, reviewed against the KPIs in section 4

1. PURPOSE OF THE ROLE

Brain Aid Clinics provides neuronavigated rTMS and related brain stimulation treatment across two Australian time zones, mainly for people whose depression, anxiety, chronic pain or PTSD has not responded well to other treatment.

This role owns the Attract phase. You make sure every person who enquires is contacted quickly and kindly, and that as many as possible become a referral onto the waiting list. You also build steady relationships with the GPs, specialists and allied health practices who refer to us. Your work ends when a referral is received. At that point the patient passes to the Patient Flow Lead, who books their psychiatrist review.

2. KEY RESPONSIBILITIES

2.1 Respond to every enquiry

• Call every new enquiry (web form, phone message, email or AI receptionist) within one business day, oldest first
• Follow the contact schedule in section 6 for anyone you don't reach, and record every attempt
• On every first call, set three expectations clearly: a GP referral is needed to see the psychiatrist; there is a small out-of-pocket cost per session; and the treatment can feel uncomfortable, often described as a tapping or flicking sensation on the scalp
• Send the explainer video and information pack after each first call

2.2 Turn enquiries into referrals

• Send the enquirer a pre-filled referral request to take to their own GP. We never send a referral request directly to a GP on a patient's behalf.
• Follow up until the referral arrives, the person d ---------- not to go ahead, or the contact schedule ends
• Log each referral received in GoHighLevel and hand it to the Patient Flow Lead at the daily huddle, with the patient's details complete
• Pass any clinical question (for example "am I suitable?" or "will this work for me?") to the clinical callback list. Never answer these yourself

2.3 Build referrer relationships

• Keep a list of GP practices, psychiatrists, psychologists, allied health providers and scheme case managers (DVA, WorkCover, TAC) in our areas, and contact each on a regular schedule
• Send approved clinical information, and book education sessions and practice visits for our clinicians
• Record every contact and its outcome. Note which referrers send patients, and how often
• Never offer payments, gifts or incentives for referrals

2.4 Keep the data accurate

• Log every call, message and outcome in GoHighLevel on the same day
• Keep each contact in the right pipeline stage, with source and referrer recorded, so the weekly numbers are accurate

2.5 Report and improve

• Submit your weekly numbers by Monday 3:00 pm Philippine time for the Tuesday KPI review
• Bring one suggestion each week for improving response speed or conversion, such as a script change, a follow-up message or a referrer to approach

3. WHAT THIS ROLE DOES NOT DO

• Give medical advice, or say whether someone is suitable for treatment. The clinical team does this
• Book psychiatrist reviews, MRIs or treatment dates. The Patient Flow Lead (Convert) does this
• Handle billing, payments or scheme claims. Finance and billing does this
• Create brochures or advertising content. Approved materials are supplied to you

4. KEY PERFORMANCE INDICATORS

Referrals received (headline)
Referrals received per week, by source (GP, specialist, allied health, scheme, self-referred)
Target: Set with the Practice Manager after month 1 · Reviewed weekly

Speed to first call
% of new enquiries called within one business day of arriving
Target: 100% (never below 95%) · Reviewed weekly

Contact within 7 days
% of enquiries with a two-way conversation within 7 days
Target: 90% or more · Reviewed weekly

Lead-to-referral conversion
% of enquiries that become a referral received, by source
Target: Baseline in month 1, then improve · Reviewed monthly

Data quality
% of calls and outcomes logged in GoHighLevel the same day
Target: 100% · Spot-checked weekly

Targets are a starting point and will be reviewed with you as we learn what is realistic.

5. SAFETY AND ESCALATION

Some people who contact us are very unwell. If anyone mentions self-harm, su ---------- , or feeling unsafe:
1. Stay on the line, stay calm, and listen.
2. Give them the crisis contacts: 000 in an emergency, and Lifeline on 13 11 14.
3. Call the on-duty clinician straight away on [name and number]. Do not wait until the end of the call or the end of the day.
4. Flag the contact in GoHighLevel. Never add the person to a marketing or follow-up sequence.

You will be trained in this procedure before you take your first call.

6. CONTACT SCHEDULE FOR NEW ENQUIRIES

Day 0: Call. If there's no answer, send an SMS and an email introducing yourself and the next step
Day 1: Second call at a different time of day
Day 3: Third call and a short SMS
Day 7: Final call and email letting them know they can reply at any time
After day 7: Move to the monthly information sequence, unless they have asked us to stop or have been flagged

7. A TYPICAL WEEK

Times are Philippine time. Each day starts with new enquiries, oldest first.

Daily
6:00 to 7:30: Call all new enquiries, then work the day's follow-ups from the contact schedule
8:00: 15-minute huddle with the Patient Flow Lead: referrals received, handovers, anything stuck
8:15 to 12:00: Follow-up calls, referral requests sent, GoHighLevel updated as you go
12:00 to 13:00: Break
13:00 to 15:00: Afternoon calls (often the best time to reach people after work in Australia), then referrer outreach

Main focus besides enquiries
Monday: Weekend enquiries (the busiest day). Weekly numbers submitted by 3:00 pm
Tuesday: KPI review with the Practice Manager. Two-hour referrer outreach block
Wednesday: Referrer outreach: information packs and booking clinician education sessions
Thursday: Second follow-up pass on anyone not yet reached. Update the referrer list
Friday: GoHighLevel clean-up, one improvement suggestion, plan for next week

8. SKILLS AND EXPERIENCE

Essential

• Excellent spoken and written English, and comfortable with Australian accents
• At least 2 years in a phone-based role, such as patient coordination, healthcare admin, customer success or inside sales
• Calm and kind with people who are unwell or distressed, and willing to hand over when a question is clinical
• Organised and accurate, and follows tasks through to the end
• Confident with a CRM, Google Workspace and a VoIP phone
• Reliable internet with a backup connection and backup power, a quiet private workspace, a good headset, and your own computer

Desirable

• GoHighLevel experience
• Healthcare or medical admin experience with Australian or US patients
• Experience building relationships with medical practices or other businesses

9. PRIVACY AND CONFIDENTIALITY

• You will handle health information, which is protected under Australia's Privacy Act 1988. You will sign a confidentiality agreement and complete privacy training before starting
• Work only in company systems. Do not save, download, photograph or forward patient information to personal devices or accounts
• Use only approved scripts and materials. Under Australian health advertising rules we do not use patient testimonials or make claims about outcomes

10. FIRST 90 DAYS

Days 1 to 30: Trained on scripts, safety procedure and GoHighLevel. Shadowed calls, then making first calls with review. Baseline numbers recorded
Days 31 to 60: Running the full contact schedule on your own. Referrer list built and outreach started
Days 61 to 90: Meeting the speed and contact targets every week. Conversion improving on baseline. Probation review

11. HOW TO APPLY

Please send the following by [day, date, time Philippine time]:

• Your CV
• A voice recording of 60 to 90 seconds. Imagine you are calling someone who filled in a form on our website yesterday about treatment for depression. Introduce yourself and explain what happens next
• A few sentences on a time you supported someone who was upset or distressed, and what you did
• Your current or expected monthly rate, and when you could start

Use the subject line "Referral Coordinator, [your name]". We will contact shortlisted applicants for a video interview and a short practical task.

This role involves sensitive health information, so you will sign a confidentiality agreement and complete privacy training before you start.