Patient Access & Administration Manager

O-health; Albury City; Hybrid; AUD 40,000 - 64,000; Part time

Job summary

O-health in Australia is seeking a Patient Access & Administration Manager to lead the A-team, develop people, improve systems and help patients access care. This part-time leadership role is 30 hours per week, with authority to shape the department and report to the Business Operations Manager.

The role requires experience managing teams in busy service environments, coaching staff, setting clear expectations, and owning outcomes.

Qualifications

• Experience leading and developing a team in a busy service environment.
• Skilled in coaching, feedback and performance management.
• Ability to manage rosters and operational coverage.
• Strong patient or customer-service background.
• Experience with practice-management software.

Responsibilities

• Lead the Patient Access & Administration team and drive performance.
• Oversee rostering, coverage, training and process improvements.
• Ensure accurate administration and service delivery to patients.
• Collaborate with clinical and operations leadership.

Skills

Team leadership

Coaching

Roster management

Patient service

Practice-management software

Stakeholder communication

Tools

Practice-management software

Booking systems

Job description

Great patient service starts with a great team.

We’re looking for a Patient Access & Administration Manager to lead O-health’s A-team—developing people, improving systems and helping patients access the care they need. You’ll own the department, have the authority to make decisions and be part of our management team.

This is a part-time leadership role, with 30 hours per week dedicated to managing and developing the team.

You’ll bring experience leading a team in a busy service environment, confidence coaching people and setting clear expectations, and strong ownership and follow-through. Healthcare experience is welcome, but isn’t essential.

If you enjoy bringing out the best in people and making a busy workplace run well, we’d love to hear from you.

Position title: Patient Access & Administration Manager

Reports to: Business Operations Manager

Direct reports: A-team

Employment: Part-time, 30 hours per week

Award level: 9

Remuneration: To be confirmed

Compliance: Police Check, renewed every 3 years

Effective date: To be confirmed

Role Allocation

The position’s 30 hours per week are dedicated to leadership, people management, training, operational oversight and improvement.

The Manager is additional to regular front-desk and administration coverage and is not routinely rostered to perform those duties. They may provide temporary coverage when required and when another A-team member cannot reasonably cover the gap.

Where coverage demands repeatedly interrupt management responsibilities, the Manager is expected to identify the underlying issue and work with the line manager to resolve it.

What Success Looks Like

Success means the Patient Access and Administration function operates reliably under the Manager’s leadership, with clear ownership, capable people and consistent follow-through.

• A-team members understand their responsibilities, service standards and decision rights, and confidently resolve routine matters within their authority.
• Team members receive regular feedback, coaching and development. Capability, behaviour and performance concerns are addressed promptly.
• Rosters, leave and absences are managed to maintain appropriate service coverage.
• Required administration work is completed accurately and on time, with clear ownership and effective follow-up.
• Enquiries, referrals, cancellations and available appointment capacity are managed consistently to support patient access and continuity of care.
• Patients can access appropriate care easily and confidently, and appropriate enquiries and referrals convert reliably into bookings.
• The A-team demonstrates sound financial understanding: payments are entered correctly, settlements are accurate, and outstanding accounts are followed up and managed consistently.
• Patient service and facility presentation consistently meet agreed O-health standards.
• Recurring problems are addressed at their cause, and routine matters are resolved within the team without unnecessary escalation.
• The Manager brings clear priorities, performance insights and proposed solutions to management discussions.

These are ongoing expectations of the role. Initial onboarding milestones, improvement priorities and measurable targets will be agreed separately and reviewed regularly.

• Admin team leadership, development & performance
• Patient access, continuity & capacity
• Administration standards & execution

Key Working Relationships

• A-team (direct reports)
• Business Operations Manager
• Clinical, Exercise Physiology and O-gym leadership
• Growth & Engagement Manager
• Clinicians and exercise professionals
• Business Directors
• Bookkeeper and relevant external contractors

Experience & Capability

The successful candidate should demonstrate:

• Experience leading, supervising or managing people in a busy service environment;
• Experience giving feedback, coaching and developing team members;
• Confidence addressing underperformance and having difficult conversations;
• Experience coordinating staff rosters and operational coverage;
• Strong patient or customer-service experience;
• Experience using operational systems, booking systems or practice-management software;
• Comfort using simple performance information to identify and solve problems;
• Sound organisational and administrative capability;
• Strong ownership and follow-through;
• Calm, practical judgement under pressure;
• The ability to improve processes without creating unnecessary bureaucracy.
• Healthcare or allied-health experience is desirable.

The O-health Way

All O-health team members are expected to be ambassadors for O-health and act in a manner consistent with our purpose:

For the Patient Access & Administration Manager, this means creating an administration team that combines genuine human connection with high standards, professionalism, accuracy and accountability.

Patients should feel known rather than processed.