Position Title: Medical Receptionist (Full time role)

Department: Client Services

Reports To: Practice Manager

Position Summary

The Medical Receptionist serves as the first point of contact for patients, visitors, and staff, ensuring a welcoming and professional environment. This role is responsible for managing front-desk operations, scheduling appointments, maintaining patient records, managing payment, and facilitating effective communication between patients and practitioners.

As part of our commitment to supporting our practitioner team, we provide comprehensive administrative services through the Client Services team. This requires our Client Services team to thrive in a fast-paced, dynamic environment, while maintaining exceptional attention to detail and a high standard of professionalism.

We are looking for an experienced, professional administrator who is team and detail-oriented to join our growing team. We are looking to fill a full-time permanent position, however we will consider a casual or part-time role for the right candidate.

About Us

The Feel Good Clinic is a holistic, multi-disciplinary mental health practice in the heart of Surry Hills. We are singularly committed to creating life-changing outcomes for people from all walks of life.

Our teams are made up of talented, empathetic, and extraordinary individuals; across our practising therapists, our management team, and our client service/support teams.

Key Responsibilities

Appointment Management

Schedule, amend, or cancel patient appointments in strict accordance with company guidelines and policies.

Update practitioner calendars promptly and organise online meetings as required.

Regularly review and update client information in the database to ensure accuracy.

Payment and Billing

Process payments, including Medicare rebates and private health claims, accurately and efficiently.

Generate and issue invoices and receipts, ensuring correct item numbers are applied for all transactions.

Monitor overdue accounts and follow up with patients or other stakeholders as necessary.

Maintain precise financial records, including petty cash management, expenditure tracking, and reimbursement requests.

Communication and Client Interaction

Answer, screen, and direct phone calls professionally and courteously, ensuring prompt service.

Welcome clients and visitors warmly, assisting them with check-in or inquiries as needed.

Provide support to clients with mobility, literacy, language, or comprehension challenges.

Ensure accurate and professional communication when delivering messages, whether written, verbal, or electronic.

Coordinate effectively with GPs, Medicare, and other health professionals, including their administrative staff.

Administrative Support

Scan, organise, and file documents systematically for easy retrieval.

Prepare and dispatch outgoing correspondence, including faxes, emails, and letters, with attention to accuracy and professionalism.

Keep the reception area organised, clean, and stocked with all necessary materials.

Assemble and prepare materials such as client forms and psychometric assessments in advance.

Regularly monitor office supplies and clinical inventory, placing orders proactively to avoid shortages.

Practice and Facility Maintenance

Ensure all practice areas, including reception and treatment rooms, are clean, tidy, and accessible for clients and staff.

Follow comprehensive opening and closing procedures, such as securing the building, setting alarms, and powering down equipment.

Maintain the security of office records by adhering to confidentiality protocols and monitoring access at the reception desk.

Team Collaboration and Development

Actively participate in team meetings, staff training sessions, and performance evaluations.

Provide guidance and support to new staff members during their onboarding, particularly in administrative processes.

Work closely with the management team and supervisors to identify and implement improvements to administrative workflows.

Engage in continuous professional development opportunities to enhance knowledge and skills.

Contribute actively to fostering a workplace culture that reflects and upholds the values of the company.

Safety and Compliance

Uphold duty of care by strictly adhering to practice governance standards and processes.

Ensure the workspace is safe and compliant with all Work Safe legislation requirements.

Promptly record and report any incidents or near-misses following company safety policies and NSW Work Safe regulations.

Follow all company policies, procedures, and guidelines to maintain a safe and efficient workplace.

Requirements and Key Competencies

Essential

Exceptional Attention to Detail: Consistently ensures accuracy in all tasks and responsibilities.

Client-Centric Focus: Committed to delivering exceptional service and creating a positive experience for clients.

Professionalism and Presentation: Maintains a high standard of courtesy, presentation, and professionalism at all times.

Teamwork and Collaboration: Works effectively and collaboratively as part of a broader team to support clinic operations.

Confidentiality and Discretion: Handles sensitive information responsibly, adhering to privacy policies and maintaining strict confidentiality.

Reliability and Punctuality: Demonstrates dependability and consistent timeliness.

Strong Interpersonal Skills: Effectively works with individuals from diverse backgrounds and experiences.

Demonstrates Empathy: Shows compassion and empathy when interacting with patients.

Excellent Written Communication: Produces clear, concise, and professional written materials.

Organisational and Time-Management Skills: Excels at multitasking, prioritising, and meeting deadlines in a fast-paced, busy environment.

Problem Solving: Handles unexpected challenges calmly and efficiently.

Adaptability and Flexibility: Responds positively to changing work environments and shifting priorities.

Strong Computer Literacy: Proficient in using technology and software relevant to administrative and reception duties.

Ability to Work Independently: Capable of taking initiative and completing tasks with minimal supervision.

Relevant Experience: Brings prior experience in reception or administrative roles, including Medicare billing.

Desirable

Previous experience in a medical reception position or similar environment.

A working knowledge of Medicare and other health billing systems.

A broad understanding of mental health service system(s) in Australia.

An understanding or experience in general practice accreditation and standards.

Working Conditions

Work Environment

Primarily works in a clinic reception area with frequent patient interaction.

May encounter high-stress situations and requires effective conflict resolution skills.

Physical Demands

Ability to sit, stand, and walk for extended periods.

May occasionally lift supplies or equipment weighing up to 10kg.