The Administration Support Officer plays an integral role in creating a welcoming, efficient, and supportive environment for clients and clinicians at Hello Sun Psychology. This role ensures the smooth day-to-day running of the practice by providing administrative, reception, and client service support, while maintaining confidentiality and professionalism at all times.

Key Responsibilities

Reception and Client Service

Greet clients warmly in person and on the phone, creating a positive first impression.

Answer incoming calls and manage voicemail and email enquiries.

Schedule, confirm, and manage client appointments, including cancellations and waitlists.

Provide information to clients regarding services, fees, telehealth access, and other general queries.

Administrative Support

Process client intake forms and maintain up-to-date records in practice management software (Zanda previously Power Diary)

Prepare correspondence such as referral correspondence, invoices, and client reminders.

Email inbox management

Manage confidential documents according to privacy and security policy.

Process payments, manage billing, and issue Medicare claims and receipts.

Follow up outstanding payments

Reconcile remittance

Practice Operations

Maintain cleanliness and organisation of reception and waiting areas.

Monitor office supplies and stationery, placing orders as needed.

Support the setup and maintenance of telehealth appointments.

Assist with basic marketing tasks such as updating practice social media posts or preparing flyers (optional based on skill set).

Assist with clinician diary management and room preparation if needed.

Compliance and Quality Assurance

Ensure compliance with confidentiality, privacy, and data protection policies.

Report any incidents, complaints, or feedback appropriately.

Contribute to continuous improvement by identifying process enhancements.

Key Skills and Attributes

Friendly, empathetic, and professional communication style.

Strong organisational skills with high attention to detail.

Ability to manage competing priorities calmly and efficiently.

Confidence in using practice management software, Microsoft Office Suite, and general IT systems.

Discretion and confidentiality, particularly when handling sensitive client information.

Understanding (or willingness to learn) Medicare billing processes and health sector requirements.

Qualifications and Experience

Previous experience in a medical, allied health, psychology, or similar administrative role is highly desirable.

Knowledge of Medicare processes is highly regarded (training will be provided).

Current Blue Card (Working with Children Check) or willingness to obtain.

Personal Attributes

Warm and welcoming demeanour.

Commitment to supporting mental health and well-being initiatives.

Reliability, punctuality, and a proactive attitude.

Team player with a positive, solutions-focused approach.