Patient Services & Billing Coordinator (Australian Healthcare)

Hyvid Pty Ltd; Metro Manila; Remote; PHP 2,167,000 - 2,601,000; Full time

Benefits offered by this job

Work from home

Brisbane time (AEST)

Job summary

Hyvid Pty Ltd is seeking a confident Patient Services & Billing Coordinator to join an Australian physiotherapy practice operating on Brisbane time. You will support three clinics with appointments, billing, and patient enquiries, delivering a positive patient experience from a remote setting.

Responsibilities include managing bookings, payments, and records in the practice management system, coordinating with clinicians, and ensuring confidentiality.

Qualifications

• At least 2 years of relevant experience in healthcare administration, medical reception, patient services, billing, or a similar healthcare support role.
• Excellent verbal and written English communication skills, with a warm, professional, and patient-focused approach.
• Experience handling patient enquiries, appointment coordination, administrative documentation, and billing-related tasks.
• Knowledge or practical experience in payment processing, invoicing, claims, or reconciliations.

Responsibilities

• Serve as a primary point of contact for patients across three clinic locations through phone, email, online enquiries, and video-based interactions.
• Provide professional virtual reception support, assisting patients with bookings, payments, and general enquiries.
• Respond to patient questions regarding appointments, services, practitioner availability, fees, and clinic procedures.
• Manage appointment changes, cancellations, and patient concerns with empathy and professionalism.
• Handle challenging patient conversations calmly and confidently, escalating matters when necessary.
• Communicate important patient updates, including late arrivals and cancellations, to the relevant clinicians.
• Manage patient bookings, cancellations, and rescheduling across multiple practitioners and clinic locations.
• Assist with implementing clinician-recommended appointment schedules and treatment plans.
• Proactively contact patients to arrange appropriate follow-up appointments and advance bookings.
• Communicate clinicians' recommendations clearly while recognising when clinical advice or clarification is required.
• Follow up on cancellations, understand patient concerns, and encourage appropriate rebooking.
• Manage appointment waitlists and assist with filling cancellations.
• Monitor new patient bookings, intake forms, and outstanding appointment requirements.
• Review upcoming appointments to ensure patient records, referrals, intake forms, and supporting documents are complete.
• Follow up on missing information and assist patients with appointment preparation requirements.
• Ensure relevant patient information and administrative documentation are available to clinicians before appointments.
• Maintain accurate patient records, referral information, and appointment notes.
• Assist with coordinating patient enquiries and administrative requests across the clinic team.

Skills

Patient services

Billing

Communication

Organisational skills

Tools

Nookal

Cliniko

Zanda

Power Diary

Halaxy

Splose

Job description

Patient Services & Billing Coordinator (Australian Healthcare)

We are looking for a confident, personable, and detail-oriented Patient Services & Billing Coordinator to join our growing team and provide essential administrative and patient services support to an established Australian physiotherapy practice.

Supporting multiple clinic locations and practitioners, you will play an important role in delivering a positive patient experience while ensuring the smooth coordination of appointments, patient enquiries, billing, payments, and day-to-day clinic administration.

This is more than a traditional medical reception role. You will be actively involved in coordinating patient care, communicating clinician-recommended appointment schedules, encouraging appropriate follow-up bookings, and providing virtual reception support through phone, email, and video interactions.

We're looking for someone with strong communication and problem-solving skills, a warm and professional approach to patient service, and the confidence to work independently while supporting a collaborative Australian healthcare team.

Key Responsibilities

Serve as a primary point of contact for patients across three clinic locations through phone, email, online enquiries, and video-based interactions.

Provide professional virtual reception support, assisting patients with bookings, payments, and general enquiries.

Respond to patient questions regarding appointments, services, practitioner availability, fees, and clinic procedures.

Manage appointment changes, cancellations, and patient concerns with empathy and professionalism.

Handle challenging patient conversations calmly and confidently, escalating matters when necessary.

Communicate important patient updates, including late arrivals and cancellations, to the relevant clinicians.

Manage patient bookings, cancellations, and rescheduling across multiple practitioners and clinic locations.

Assist with implementing clinician-recommended appointment schedules and treatment plans.

Proactively contact patients to arrange appropriate follow-up appointments and advance bookings.

Communicate clinicians' recommendations clearly while recognising when clinical advice or clarification is required.

Follow up on cancellations, understand patient concerns, and encourage appropriate rebooking.

Manage appointment waitlists and assist with filling cancellations.

Monitor new patient bookings, intake forms, and outstanding appointment requirements.

Review upcoming appointments to ensure patient records, referrals, intake forms, and supporting documents are complete.

Follow up on missing information and assist patients with appointment preparation requirements.

Ensure relevant patient information and administrative documentation are available to clinicians before appointments.

Maintain accurate patient records, referral information, and appointment notes.

Assist with coordinating patient enquiries and administrative requests across the clinic team.

4. Billing, Payments & Reconciliation

Process patient payments and assist with billing enquiries across clinic locations.

Prepare invoices, receipts, and payment records in accordance with clinic procedures.

Assist with Medicare, private health insurance, and other applicable third-party claiming processes.

Support payment reconciliation, remittances, and the investigation of discrepancies.

Follow up on outstanding balances and payment-related concerns as required.

Coordinate with the Practice Manager on billing matters and ensure accurate financial documentation.

5. Referrals, Systems & General Practice Support

Monitor shared inboxes and process incoming referrals, including email and eFax correspondence.

Maintain patient information, care plans, referral documentation, and relevant records in the practice management system.

Support patients with online bookings, patient portal access, and form completion.

Provide responsive administrative assistance to clinicians and the Practice Manager.

Identify opportunities to improve administrative processes, patient coordination, and workflow efficiency.

Adapt to new systems, digital tools, and automation initiatives as the clinic continues to improve its operations.

What We're Looking For

Essential Qualifications & Experience

At least 2 years of relevant experience in healthcare administration, medical reception, patient services, billing, or a similar healthcare support role.

Excellent verbal and written English communication skills, with a warm, professional, and patient-focused approach.

Experience handling patient enquiries, appointment coordination, administrative documentation, and billing-related tasks.

Knowledge or practical experience in payment processing, invoicing, claims, or reconciliations.

Strong organisational skills, attention to detail, and ability to manage competing priorities.

Confidence in handling difficult patient conversations and resolving routine issues independently.

Ability to communicate clinician-provided recommendations and appointment instructions without offering independent clinical advice.

Strong technical aptitude and ability to learn new systems and workflows.

Comfortable interacting directly with patients through video-based virtual reception, with professional attire and an appropriate work-from-home background.

Ability to maintain confidentiality and handle sensitive patient and financial information responsibly.

Previous experience supporting an Australian healthcare, allied health, physiotherapy, or medical practice.

Familiarity with Australian healthcare billing, including Medicare, private health insurance, patient rebates, and NDIS.

Experience with practice management systems such as Nookal, Cliniko, Zanda (Power Diary), Halaxy, or Splose.

Experience with HICAPS, Tyro Health, or other healthcare claiming platforms.

Exposure to medical referrals, care plans, and patient appointment scheduling.

Experience supporting multiple clinic locations or healthcare practitioners.

Familiarity with workflow improvement, patient portals, and administrative automation.

This is a full-time, work-from-home position supporting an Australian healthcare practice operating on Brisbane time (AEST).

The clinic's operating hours in Philippine Time are:

Monday to Thursday: 8:00 AM – 5:00 PM PHT

Friday: 5:00 AM – 1:30 PM PHT

Saturday: 6:00 AM – 2:30 PM PHT

The successful candidate's actual working schedule will be aligned with the clinic's operational requirements.

Saturday availability is preferred but not mandatory. Candidates available Monday to Friday will also be considered.