Patient Services and Office Coordinator

Beaumont People; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

Glaucoma Australia is seeking a dedicated full-time administrator to be the first contact for patients, donors and professionals. The role blends patient support, office coordination and online order fulfilment, reporting to the CEO and Financial Controller.

You will manage enquiries, oversee the online shop, and help ensure efficient office operations. Ideal candidates bring strong communication, empathy, and time‑management skills, with experience in CRM systems and online ordering platforms,

Qualifications

• Experience in customer service, patient services, or office coordination.
• Confident, professional communicator with excellent interpersonal skills.
• Ability to handle sensitive situations with empathy and professional boundaries.
• Proactive, resilient, and highly organised with multiple priorities.
• Detail-oriented data management and administrative accuracy.
• Experience with Microsoft Office and CRM systems.

Responsibilities

• Serve as the first point of contact for patients, donors, health professionals and stakeholders.
• Coordinate enquiries and provide administrative and operational support.
• Manage the online shop and ensure smooth day-to-day office operations.
• Maintain records, process donations and update the database.
• Distribute patient resources, welcome packs and communications.
• Process and dispatch online shop orders and manage inventory.
• Provide office administration, finance support and event coordination assistance.
• Support upcoming conferences and organisational initiatives.

Skills

Customer service

Patient services

Office coordination

Administration

Communication

Time management

CRM (Salesforce)

Shopify

Microsoft Office

Tools

Salesforce

Shopify

Job description

• Permanent opportunity in a values-led, non-for-profit organisation.
• Full time, office-based position in Artarmon, Sydney.
• Diverse role combining patient support, office co-ordination and online order fulfilment

• Permanent opportunity in a values-led, non-for-profit organisation.
• Full time, office-based position in Artarmon, Sydney.
• Diverse role combining patient support, office co-ordination and online order fulfilment

About the Organisation

Glaucoma Australia is the national peak body committed to preventing sight loss from glaucoma through early detection, education and ongoing support. Guided by its values of hope, advocacy, empowerment and integrity, the organisation provides vital resources, support services and information to patients, healthcare professionals and the wider community.

The Role

This is a diverse and rewarding position where you will serve as the first point of contact for patients, donors, health professionals and other key stakeholders. Reporting to the CEO and Financial Controller and working closely with the Patient Education team and broader organisation, you will co-ordinate enquiries, provide administrative and operational support, manage the online shop, and help ensure the smooth day-to-day running of the office. We are seeking someone with a confident, motivated, approachable and resilient personality who can communicate empathetically while maintaining appropriate boundaries and managing challenging conversations is required. As this is a varied role, the successful applicant must have strong communication, time management and stakeholder management skills to ensure our office and online shop are running efficiently.

The Responsibilities of the Role Include:

• Acting as the first point of contact for incoming phone, email and web enquiries
• Triaging patient, donor and stakeholder enquiries and calls to the appropriate team members
• Managing inbound and outbound communications across multiple channels
• Maintaining accurate records, processing donations and updating the database
• Co-ordinating and distributing patient resources, welcome packs and communications
• Processing and dispatching online shop orders
• Monitoring shop inventory levels and office collateral (printed materials) and liaising with suppliers (printers, wholesalers etc)
• Assisting with office administration, finance support activities and event coordination
• Supporting upcoming conferences and organisational initiatives

Essential Criteria/About You:

• Previous experience in customer service, patient services, office co-ordination or administration
• Confident and professional communicator with excellent interpersonal skills
• Ability to handle sensitive situations and difficult conversations with empathy and professionalism, and comfortable setting boundaries when required
• Resilient and proactive
• Strong organisational skills with the ability to manage competing priorities
• High attention to detail and accuracy in administrative and data management tasks
• Experience using Microsoft Office and CRM systems (Salesforce highly regarded)
• Experience processing orders or working with online ordering platforms is advantageous (Shopify highly regarded)
• Able to work independently while contributing positively to a collaborative team
• Experience within healthcare, community services or the not-for-profit sector (highly regarded)

Benefits of Partnering with Glaucoma Australia:

• Opportunity to make a genuine difference in the lives of Australians affected by glaucoma
• Salary packaging benefits available
• Purpose-driven, values-led, not-for-profit organisation
• Supportive and collaborative team environment
• Diverse role with a mix of patient support, administration and operations