Administration Manager

Napacenter; City of Melbourne; On-site; AUD 80,000 - 105,000; Full time

Job summary

Napacenter seeks an Administration Manager to lead the clinic's administrative functions, overseeing scheduling, billing, and client liaison. You will support therapy services by ensuring accurate information and timely responses to enquiries in a friendly, professional manner.

The role includes clinic operations management, records accuracy, and ensuring high satisfaction for internal and external customers.

Qualifications

• 3+ years experience in healthcare administration.
• Working with Children Check and Police Check required.
• CPR and First Aid certificates required.
• Strong organisational and multitasking capabilities.
• Excellent customer service and professionalism.

Responsibilities

• Oversee weekly appointment scheduling and administration tasks.
• Manage billing, payments, and reconciliation processes.
• Maintain accurate patient records and privacy in Zoho/Cliniko.
• Coordinate communication with families and therapy team.
• Develop and improve administrative processes and checklists.

Skills

Customer service

Communication

Empathy

Team mentorship

Time management

Problem solving

Rapport building

Attention to detail

Multitasking

Professional ethics

Education

Working with Children Check

Police Check

CPR & First Aid

First Aid Certification

Tools

Microsoft Office

Job description

POSITION OVERVIEW

The Administration Manager role manages NAPA clinic’s administrative functions. This includes the management of the weekly appointment scheduling, all billing and credit reconciliations and ensuring the delivery of effective and efficient therapy services. The key objective is to ensure that the administration team is providing experienced support to the therapy functions and to ensure accurate and timely information is being provided for all enquiries, in a friendly and professional manner. The duties include general administration tasks, payment reconciliations, client liaison and some general clinic management responsibilities. This role is responsible for ensuring effective and efficient therapy program operations and that both internal and external customers experience a high level of satisfaction regarding their enquiries.

RESPONSIBILITIES

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.
• Implement checklists and processes to ensure that future administration needs are met including rostering, planning and delegating of tasks appropriately.
• Developing rapport with the children and families to build a relationship of trust and mutual respect.
• Act as a subject matter expert in the NAPA administration processes that relate to internal and external customers.
• Ensures both internal (staff) and external customers experience a high level of satisfaction regarding their enquiry.
• Ensure the administration team are working to ensure that clients have their needs addressed in a timely, professional and courteous manner

Clinical Operations Management

• Ensure effective management of the administration tasks are assigned and actioned as required such as Processing NDIS Claims and Service Bookings, Processing Patient Intake Forms and relevant T&Cs and all tasks are completed as part of the Intensive checklist.
• Oversee the management of the weekly schedule including programming, communication with families, rescheduling and adjustments throughout the year.
• Maximise productivity of the clinic by working with the team to fill schedules with weekly appointments and assist in proactively replacing cancelled sessions across the schedule.
• Ensuring all records and files are kept accurate and up to date and that they are filed and handled in a professional manner,maintaining client and staff privacy.
• Manage all client communication and outstanding issues are being documented within ZOHO and/or Cliniko to ensure full team awareness.
• Identify administration team issues and move to resolve quickly in order to have minimum disruption to therapy services.
• Demonstrate subject matter expertise of the different forms of payments and funding available to NAPA clients, assisting parents to navigate all options and any remedy any errors that occur.
• Management of clinic’s accounts receivables ensuring strategies are in place to minimise or control outstanding debts.

Self- Management and Team Contribution

• Actively participate in professional development including continuing education opportunities provided through the organisation, from outside providers, as well as through opportunities offered as part of 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 other medical professionals.
• Work closely with therapy team to manage the schedule and ensure that time is being used productively.
• Provide input into the development of administrative practices and procedures.
• 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

ROLE REQUIREMENTS

• At least 3 years experience in a similar role within the healthcare industry.
• Current Working with Children Check & Police Check.
• CPR and First Aid certificates.
• Create a safe, professional, and supportive environment where clients, families and colleagues feel empowered to succeed.
• Display a level of professional empathy towards clients and the ability to develop rapport.
• Maintain appropriate professional boundaries with clients and their families.
• Exercise discipline by completing all administrative tasks in an accurate and timely manner.
• Demonstrate a consistent ability to embrace, uphold and act on our core behaviour indicators of our NAPA values of LOVE, HOPE, GROW and SHARE. These are outlined at the end of this document.
• Demonstrate the ability to take on additional responsibilities including maintaining timeliness and proficiency with all current job responsibilities.
• Ability to communicate confidently and effectively with clients, therapy team, and other related professionals.
• Proven track record of successful mentorship, education and development of new hires and existing staff
• Ability to develop rapport with therapists to build a relationship of trust, openness, and respect.
• Computer competence across Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, etc.) with the ability to quickly learn a variety of other online software system
• Strong organisation skills and the ability to multi-task, shift focus across tasks as needed, and manage priorities
• Working knowledge of an electronic medical records system
• Strong problem-solving skills
• Confident and personable with the ability to get along with a wide range of personalities
• Excellent customer service