Client Care Manager & Front Desk Lead

Pacific Sleep; Newcastle; On-site; AUD 60,000 - 85,000; Full time

Job summary

Pacific Sleep in Adamstown, NSW seeks a Client Care Manager / Front Desk Administrator to oversee front desk operations and patient experience. The role covers bookings, billing inquiries, and coordination with clinicians, with training provided for CPAP-related tasks.

The position supports both clinical and administrative teams, ensuring accurate records, timely patient communication, and smooth clinic workflows. Applicants should value professionalism and attention to detail.

Qualifications

• Excellent written and verbal communication skills.
• Strong typing ability and proficiency in MS Word, Excel, and email systems.
• Strong organisational and time management skills.
• Solid understanding of front desk operations and healthcare administration.
• Working knowledge of Medicare, NDIS, DVA, Aged Care, and healthcare funding pathways.
• Ability to independently source information and resolve administrative issues.

Responsibilities

• Manage incoming calls, bookings, confirmations, cancellations, and follow-ups using Coreplus.
• Greet, check in, and register patients; update details and manage walk-ins, no-shows, and rescheduling.
• Assist patients with services, purchases, enquiries, and billing-related questions.
• Assist patients in navigating Medicare, NDIS, DVA, Aged Care, and other funding pathways.
• Ensure clear communication and timely follow-up throughout the patient journey.
• Maintain accurate records in Coreplus, Xero, Google Workspace, and supporting spreadsheets.
• Prepare and distribute reports, invoices, statements, referrals, and clinical documentation.
• Download, prepare, and distribute sleep study data.
• Support complex administrative workflows involving external organisations, documentation, billing, and process troubleshooting.
• Apply judgement and problem-solving where processes are unclear.
• Complete daily banking and reconciliation accurately.
• Process invoices, payments, and billing in line with internal policies.
• Support compliant processing of Medicare, NDIS, DVA, Aged Care, and related documentation.
• Manage incoming and outgoing mail and reports.
• Assist with basic clinical support tasks, including mask cleaning and assembly, CPAP data downloads, simple sleep study setup, and mask trials.
• Support clinicians by anticipating workflow needs.
• Act as a point of reference for Client Care team members and assist managers with administrative tasks as required.
• Maintain a professional, organised, and welcoming clinic environment.

Skills

Communication

Typing

Organization

Front desk operations

Medicare/NDIS knowledge

Problem solving

Tools

MS Word

Excel

Email systems

Job description

Pacific Sleep in Adamstown, NSW seeks a Client Care Manager / Front Desk Administrator to oversee front desk operations and patient experience. The role covers bookings, billing inquiries, and coordination with clinicians, with training provided for CPAP-related tasks.

The position supports both clinical and administrative teams, ensuring accurate records, timely patient communication, and smooth clinic workflows. Applicants should value professionalism and attention to detail.