Admin Team Lead

Optimum Health Solutions; Liverpool City Council; Remote; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Ongoing training and growth

Supportive, down-to-earth team

Health and wellbeing initiatives

Job summary

Optimum Health Solutions is seeking an experienced Admin Team Lead to guide our Liverpool head office administration team on a full-time basis. You will lead both in-house and remote staff, coaching them to deliver a consistently excellent client experience and accurate records.

You will oversee compliance, appointments, and documentation across Medicare, NDIS, and insurance claims, while collaborating with practice managers to maintain smooth operations and continuous improvement.

Qualifications

• Experience leading customer service or administrative teams.
• Experience with healthcare privacy and compliant records.
• Knowledge of Medicare, NDIS, and WorkCover claims.
• Strong communication and interpersonal skills.
• Ability to coach and manage remote staff.

Responsibilities

• Lead and coach in-house and remote admin staff.
• Act as escalation point for complex enquiries.
• Monitor team performance and service quality.
• Oversee client documentation and privacy compliance.
• Manage appointment bookings and referrals.
• Collaborate with practice managers to ensure consistency.

Skills

Team Leadership

Coaching

Communication

Microsoft Office

CRM Software

Remote staff management

Workload Management

Tools

CRM Software

Job description

About the role

Optimum Health Solutions is looking for an experienced Admin Team Lead to guide our administration team at Liverpool head office on a full-time basis. You'll manage a team that includes both in-house and remote staff, making sure enquiries, bookings, and client records are handled smoothly, while coaching the team to deliver a consistently great experience for every client. This is a great fit for someone who enjoys leading people as much as looking after clients.

What you'll be doing

Team Leadership

• Lead and support a team of in-house and remote administration staff, including coaching, rostering, and workload management
• Act as the first point of escalation for complex client or referrer enquiries
• Monitor team performance and quality of service, providing feedback and support where needed

Compliance & Documentation Oversight

• Oversee internal compliance across the team, making sure client documentation is complete, current, and signed in line with healthcare privacy guidelines
• Monitor billing and funding documentation across Medicare, NDIS, and insurance or WorkCover claims for accuracy
• Identify and address any gaps in client records before they become a compliance risk

Client Engagement & Communication

• Oversee inbound and outbound client and referrer enquiries across phone, email, and in person
• Manage appointment bookings and scheduling changes across the team

Client Onboarding & Documentation

• Oversee referral forms, client profiles, and the client waitlist to keep scheduling running smoothly
• Ensure client records stay accurate and up to date across the team

Team Collaboration

• Work closely with practice managers and the wider administration team to keep client service delivery consistent across the business
• Identify and help implement improvements to team processes

What we're looking for

• Previous experience leading or supervising a customer service, call centre, or administrative team, ideally in healthcare or social services
• Experience working with Medicare, NDIS, and insurance or WorkCover claims and documentation
• Strong understanding of healthcare privacy requirements and client record-keeping standards
• Strong communication and interpersonal skills, with a calm, professional manner under pressure
• Confidence using Microsoft Office and CRM software
• Ability to coach and support a team, including remote staff, while managing your own workload
• A flexible, hands-on approach, comfortable working independently and leading others

What we offer

• Competitive full time salary
• Ongoing training and opportunities to grow with us
• A supportive, down-to-earth team
• Initiatives that support your own health and wellbeing

About us

Optimum Health Solutions is a multidisciplinary Allied Health provider with clinics across NSW and Tasmania. We've spent 20+ years helping our clients move, communicate, and live better, and we look for team members who bring the same care to every interaction.