Patient Experience Team Leader

This Is Life; Gold Coast City; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Chiropractic care

Mentorship

Professional growth

Supportive team culture

Job summary

This Is Life on the Gold Coast is seeking a dedicated Patient Experience Support Care Advocate and Administrative Team Leader. You’ll be the warm, steady face for patients, guiding them from first contact through care plans while coordinating scheduling and financial discussions.

You’ll lead day-to-day administrative operations to free the clinical team to focus on patient care, ensuring accuracy in every interaction and a compassionate, problem-solving approach for families.

Qualifications

• Experience delivering warm, professional patient interactions.
• Ability to drive new patient conversion from enquiry to care plan.
• Strong scheduling and administrative coordination skills.

Responsibilities

• Deliver welcoming, professional patient interactions at every touchpoint as the primary face of the practice.
• Monitor patient satisfaction and provide proactive support for concerns.
• Coordinate new patient journey from enquiry to care plan commitment and follow-up.
• Prepare patients for financial ROFs; coordinate scheduling and payments.
• Manage scheduling to optimise the clinical team's time and patient needs.
• Maintain an organised front-desk and practice environment, including reception and admin tasks.

Skills

Empathy

Communication skills

Calm under pressure

Attention to detail

Tech literacy

Problem solving

Organizational skills

Team collaboration

Job description

Most of our families find us after years of being let down - Specialist who failed to provide answers, therapies that didn't work, a diagnosis with no real path forward. By the time they call, they're exhausted and frustrated - but quietly hopeful that our practice is the missing piece to their puzzle.

You're the person who meets them there: the warm voice on the first call, the follow-up they didn't expect, the reason a hopeful consult becomes a family that stays.

This Is Life is a Neurologically-Focused Paediatric, Prenatal and Family Chiropractic practice on the Gold Coast, led by Dr Ashley Campbell-Bird (40 years in practice) and Michaela Menichelli - built from scratch after a move from Melbourne, into one of the country's most trusted practices in under two years, with families travelling from across Australia to undergo care in our practice.

What you'll own:

• The warm first face and steady voice for patients at every stage of their care journey
• Driving new patient conversion - from first enquiry through to committed care plan
• Keeping patients on track with their care through proactive and genuine care and follow up
• Running scheduling and financial coordination with ownership and precision
• Leading day-to-day administrative operations so the clinical team can focus purely on patients

This role is not for you if:

• You want a job you can coast through
• You'd rather follow a script than actually solve someone's problem
• You're filling time between other plans, not building a career
• Attention to details and follow-through aren't really your thing

This is exactly your kind of role if:

• Are naturally nurturing, empathetic, organised, driven and energised by solving problems for people
• Can hold a room, a phone call and a schedule at once - without compromising a single detail
• Are forward thinking, adaptable and a passionate team player
• Want a career you can build inside a mission you actually believe in

The benefits:

• Competitive and rewarding salary with income reviews that align with the growth of the practice
• Complimentary Neurologically-Focused Chiropractic care
• Real mentorship inside one of Australia's most heart-centred and experienced teams in this space
• Professional growth inside a rapidly expanding practice
• An "All In", supportive team culture focused on excellence and purpose-driven impact

Full Job Description

Role Overview

We're hiring a dedicated, compassionate Patient Experience Support Care Advocate and Administrative Team Leader. This role executes the day-to-day operational elements that create exceptional patient experiences across every stage of the care journey - frontline patient interaction, care plan adherence, new patient integration, and administrative excellence.

Key Responsibilities

In-Practice Patient Experience Excellence

• Deliver welcoming, professional, caring interactions at every touchpoint as the primary face of the practice
• Monitor patient satisfaction through direct observation, formal and informal feedback
• Provide immediate support and resolution for patient concerns
• Create positive first and lasting impressions for every patient

Care Plan Compliance & Support

• Support patient adherence through proactive communication, education reinforcement and accountability follow-up
• Conduct patient check-ins on care progress; send appointment reminders and follow-ups
• Track attendance and elevate compliance concerns
• Coordinate with the clinical team on patient progress and barriers to care

New Patient Coordination & Follow-Up

• Coordinate the new patient journey from first enquiry through to care plan commitment, maintaining a healthy consult-to-conversion rate
• Run welcome protocols, onboarding and appointment scheduling
• Conduct systematic follow-up calls post-consultation
• Support conversion through authentic education and genuine care - never pressure

Financial ROFs (Report of Findings) Support

• Prepare patients for financial consultations; coordinate ROF scheduling and confirmations
• Process financial agreements and payment arrangements
• Follow up on financial questions and help patients understand their payment options

Patient Scheduling Excellence

• Manage scheduling with excellence - optimising the clinical team's schedule while accommodating patient needs
• Handle changes, cancellations and rescheduling; monitor and proactively fill schedule gaps

Office Support & Administrative Excellence

• Maintain an organised, professional practice environment across reception, waiting room, adjusting and scan rooms, and storage
• Support inventory management, patient communications, and special projects or events

Key Qualities & Skills

• Naturally enthusiastic, empathetic, professional and purpose-driven
• Calm under pressure, energised by serving people and working with kids
• Exceptional interpersonal and communication skills
• Detail-oriented with high accuracy in patient interactions and admin
• Tech-savvy and systems-minded
• Proactive problem-solver with a customer-first mindset
• Strong organisational skills; comfortable managing complex scheduling and multiple functions at once
• Aligned with our mission of delivering world-class Neurologically-Focused Chiropractic care for families

What We Do

At This Is Life, Gold Coast, we're transforming the health of kids and families through Neurologically-Focused Chiropractic care. Led by Dr Ashley Campbell-Bird, with 40 years in practice. Our team of Doctors and care advocates are heart-centred and deeply committed to delivering world-class healthcare. Families travel from across Australia for the care we provide, and our care advocates are a core part of why families stay.