Practice Manager

Little Village Therapy; Sutherland Shire Council; On-site; AUD 90,000 - 130,000; Full time

Job summary

Little Village Therapy in Sutherland, NSW, is seeking an experienced Practice Manager to lead the day-to-day operations of our growing paediatric occupational therapy clinic. You will oversee client care, administration, scheduling, systems and clinic operations to ensure families feel supported and clinicians can focus on their clinical work.

This hands-on leadership role requires ownership, proactive problem solving and strong experience with NDIS.

Qualifications

• NDIS experience essential.
• Experience managing administration or operations within paediatric allied health, disability or healthcare setting preferred.

Responsibilities

• Oversee client care and family experience, ensuring warm, timely communication and clear onboarding.
• Manage clinician calendars, scheduling gaps and caseload development.
• Oversee NDIS invoicing, funding documents and payment follow-up.
• Coordinate day-to-day clinic operations, records, templates and workflows.
• Provide direction to the administration team and maintain clear communication with the Director.

Job description

Little Village Therapy is looking for an experienced, proactive and highly organised Practice Manager to help lead the day-to-day operations of our growing paediatric occupational therapy clinic in Sutherland.

This is a key leadership role within our village. Working closely with the Director, you will oversee client care, administration, scheduling, systems and clinic operations so our families feel supported, our clinicians can focus on their clinical work and the practice runs smoothly.

This is a hands-on role for someone who takes genuine ownership. You will be confident leading administrative processes, monitoring clinic performance, identifying gaps and following priorities through to completion. You will not wait for every task to be assigned—you will notice what needs attention, develop practical solutions and keep the Director informed.

Previous experience with the NDIS is essential. Experience managing administration or operations within paediatric allied health, disability or another healthcare setting is strongly preferred.

Key responsibilities

Client care and family experience

• Ensure families receive warm, timely and accurate communication
• Oversee the enquiry, referral, intake and onboarding journey
• Support families to understand clinic processes, fees, service agreements and NDIS administrative requirements
• Respond to complex enquiries, concerns and service issues with empathy, professionalism and appropriate boundaries
• Maintain strong relationships with families, support coordinators, plan managers, schools and other professionals
• Monitor the overall client experience and identify opportunities for improvement

Calendar and caseload management

• Oversee clinician calendars, recurring appointments, cancellations and rescheduling
• Monitor scheduling gaps, waitlists, clinician capacity and caseload development
• Support the administration team to book appointments strategically and maintain sustainable clinician caseloads
• Review cancellations and unfilled appointments and coordinate proactive follow-up
• Ensure leave, meetings, groups, assessments and non-clinical responsibilities are accurately reflected in clinic calendars
• Work with the Director to support clinician billable targets and clinic performance

NDIS and financial administration

• Oversee service agreements, funding dates, plan information and required documentation
• Ensure NDIS invoicing and claiming processes are accurate and timely
• Monitor outstanding accounts, rejected invoices and payment follow-up
• Liaise with plan managers, support coordinators and families to resolve funding or invoicing concerns
• Identify funding risks early and communicate these clearly to the relevant clinician and Director
• Support accurate fee communication and consistent application of clinic policies

Practice operations and systems

• Coordinate the day-to-day administrative operations of the clinic
• Maintain accurate client records, templates, workflows, checklists and practice-management systems
• Review and improve systems to reduce missed tasks, duplicated work and administrative errors
• Ensure clinic policies and processes are followed consistently
• Maintain oversight of general reception, supplies, facilities and the presentation of the clinic
• Support the coordination of groups, events, school holiday programs and community partnerships
• Notice operational risks or outstanding tasks and act before they become larger problems
• Ensure actions from meetings are recorded, allocated and followed through

Team leadership and communication

• Provide clear direction, support and accountability to the client-care and administration team
• Delegate tasks appropriately and follow up on agreed actions
• Support the onboarding and training of administration team members
• Establish clear priorities and help the team manage competing demands
• Maintain consistent communication between administration, clinicians and the Director
• Encourage a culture of ownership, respectful communication and continuous improvement
• Address performance or workflow concerns early and elevate matters appropriately
• Help create an organised environment in which people understand their responsibilities and feel supported to succeed