Healthcare Virtual Assistant

Customer Support Specialist – VA

About the Role

We are looking for a reliable, proactive, and customer-focused Virtual Assistant to support a growing healthcare businesses.

We are looking for someone who can take ownership of enquiries, follow tasks through to completion, and proactively support clients, therapists, and the management team.

You will be responsible for a combination of administration, client communication, appointment coordination, referral management, and follow-up.

You will need to be reliable and available during agreed working hours, with the ability to respond to enquiries within the required service timeframe.

Key Responsibilities

You will assist with

• Receiving and processing GP and other referrals
• Scheduling, cancelling, and rescheduling appointments using Cliniko
• Following up clients who have not yet booked after receiving a referral
• Proactively contacting clients who cancel appointments and attempting to rebook them
• Communicating with therapists regarding availability and scheduling
• Responding to client enquiries via phone, email, and other communication channels
• Returning missed calls and following enquiries through to resolution
• Handling general enquiries regarding services, appointments, availability, and fees
• Managing basic complaints and escalating matters when required
• Identifying appointment gaps and helping fill available clinician capacity
• Maintaining accurate client and appointment information in Cliniko
• Managing general inboxes and incoming enquiries
• Receiving and processing new referrals
• Creating and sending service agreements
• Creating and maintaining client records using Splose
• Allocating referrals to appropriate therapists based on discipline, location, availability, and other requirements
• Liaising with therapists regarding referral acceptance and capacity
• Contacting clients and referrers to arrange initial appointments
• Following up outstanding referrals and enquiries until there is a clear outcome
• Converting appropriate enquiries and referrals into booked appointments
• Following up outstanding service agreements and required information
• Managing appointment enquiries and rescheduling where appropriate
• Maintaining accurate

note

s and communication records in Splose

• Communicating with therapists and management through WhatsApp
• Providing clear daily handovers regarding outstanding matters and follow-ups
• Escalating clinical, complaint, urgent, or management matters appropriately

What We're Looking For

We are looking for someone who is proactive, organised, dependable, and confident communicating with clients and healthcare professionals.

The ideal candidate will have

• Previous experience in administration, virtual assistance, reception, customer service, or client support
• Experience working with Australian businesses is highly desirable
• Healthcare or allied health experience is an advantage
• Experience with Cliniko and/or Splose is highly desirable
• Excellent written and verbal English communication skills
• Strong attention to detail and accurate data entry skills
• Good time management and organisational skills
• Confidence handling phone calls, emails, and client enquiries
• The ability to work independently and use good judgement
• A proactive approach to following up tasks and outstanding enquiries
• The ability to prioritise and manage multiple tasks
• Professional and empathetic customer service skills
• The ability to recognise when an issue needs to be escalated
• Strong confidentiality and respect for sensitive client information

We Expect You to Take Ownership

This is an important part of the role.

We are not looking for someone who simply takes a message and waits for someone else to action it.

• When an enquiry or referral comes in, we want you to ask:
• “What can I do to move this forward?”

You will be expected to

• Respond to or action emails and missed calls within approximately 3 business hours
• Action new referrals and enquiries as soon as practicable
• Follow up proactively rather than waiting for someone to contact you again
• Follow tasks through until they are booked, resolved, declined, or appropriately escalated
• Proactively manage cancellations and opportunities to fill appointment gaps
• Keep accurate and up-to-date client records
• Clearly document actions and outstanding items
• Communicate reliably with therapists and management
• Use good judgement about what you can handle independently and what requires escalation

Privacy & Confidentiality

As you will be supporting an Australian healthcare business, confidentiality, privacy, and secure handling of client information are essential.

You must be comfortable working with sensitive client information and following Australian healthcare privacy and data-handling requirements.

We value people who are

Reliable Proactive Organised Accountable Client-focused

Application Question(s)

• Kindly specify your hourly rate in AUD.
• Please state any current work commitments you have, including your working hours for each role.
• Are you willing to use a time-tracking tool as part of your work requirements?

Experience

• Cliniko or Splose: 2 years (Required)
• Supporting AU businesses healthcare or allied healt: 2 years (Required)
• Customer service: 1 year (Preferred)

Work Location: Remote