Practice Manager – Developmental Paediatric ClinicPosition Overview
Practice Manger will be responsible for the day-to-day operational management of the developmental paediatric clinic, ensuring the practice operates efficiently, professionally, safely and in accordance with relevant healthcare, privacy, Medicare and regulatory requirements.
The role oversees administration, staff coordination, patient services, billing, systems, compliance, clinician support and practice operations. The Practice Manager works closely with paediatricians, psychologists, allied health professionals and administration staff to provide a high-quality experience for patients, families and referrers.
Key Responsibilities
1. Practice Operations
- Manage the daily operations of the developmental clinic.
- Ensure the clinic runs efficiently and appointments, reception and administrative processes are well coordinated.
- Develop, implement and maintain practice policies, procedures and workflows.
- Monitor operational issues and identify opportunities to improve efficiency and service quality.
- Coordinate opening, closing and general clinic requirements.
- Ensure appropriate staffing levels and coverage are maintained.
- Manage relationships with external providers, contractors and service suppliers.
2. Staff Management
- Supervise, support and coordinate administrative and reception staff.
- Prepare staff rosters and coordinate leave and staff coverage.
- Assist with recruitment, onboarding, training and performance management.
- Provide clear expectations regarding staff responsibilities, communication and professional conduct.
- Conduct regular staff meetings and provide operational updates.
- Address workplace issues promptly and appropriately.
- Ensure staff follow clinic policies, privacy requirements and established procedures.
3. Patient Administration and Experience
- Oversee patient enquiries, referrals, registrations, bookings, cancellations and appointment changes.
- Ensure referral and patient information is appropriately received and recorded.
- Monitor completion of required forms, questionnaires and consent documentation before assessments.
- Ensure patients and families receive clear information regarding appointments, fees, Medicare rebates, payment requirements and clinic policies.
- Manage complaints and difficult interactions professionally and escalate matters where appropriate.
- Maintain a professional, respectful and safe environment for patients, families and staff.
4. Clinician Support
- Provide administrative and operational support to paediatricians and other clinicians.
- Coordinate clinician schedules, appointment availability and leave.
- Ensure clinicians have appropriate access to patient information and administrative support.
- Assist with correspondence, reports, referrals and medical record administration as required.
- Liaise with GPs, schools, psychologists, allied health providers and other relevant professionals regarding administrative matters.
- Ensure clinical matters are appropriately directed to the treating clinician rather than managed by administration staff.
5. Medicare, Billing and Financial Administration
- Oversee patient billing, payment processing and outstanding accounts.
- Monitor Medicare claiming processes and investigate administrative billing errors where required.
- Ensure appropriate Medicare documentation and consent processes are followed.
- Monitor invoices, refunds, payment authorisations and failed payments.
- Maintain accurate financial and administrative records.
- Liaise with accountants, payment providers and Medicare regarding administrative matters.
- Monitor practice income, expenses and financial performance.
- Ensure clinic fees and payment policies are clearly communicated to patients.
6. Privacy, Records and Compliance
- Ensure patient information is handled in accordance with privacy and confidentiality requirements.
- Oversee appropriate management, storage and transfer of medical records.
- Ensure third-party reports and documents are released only in accordance with clinic policy and appropriate consent.
- Maintain appropriate documentation of administrative decisions, complaints and incidents.
- Ensure staff understand their obligations regarding confidentiality and patient information.
- Monitor compliance with relevant healthcare, Medicare, workplace and privacy requirements.
- Review clinic policies regularly and update them when required.
7. Systems and Technology
- Manage and monitor practice management and booking systems such as Halaxy, Genie, HotDoc or other systems used by the clinic.
- Ensure staff are appropriately trained in practice systems.
- Monitor system access and staff permissions.
- Identify system issues and liaise with software providers when required.
- Support implementation of new systems, processes and technology.
- Ensure electronic patient information is appropriately managed and protected.
8. Quality Improvement
- Regularly review administrative workflows and identify areas for improvement.
- Develop and implement procedures to reduce errors and improve efficiency.
- Monitor patient feedback and complaints.
- Review appointment utilisation, cancellations, no-shows and administrative performance.
- Develop appropriate KPIs for administrative staff and practice operations.
- Promote continuous improvement across the practice.
9. Communication and Stakeholder Management
- Maintain professional communication with patients, parents and carers.
- Liaise with referring GPs, schools, allied health professionals and other healthcare providers.
- Communicate effectively with clinicians and practice staff.
- Manage sensitive or challenging conversations calmly and professionally.
- Represent the clinic professionally when communicating with external organisations and service providers.
10. Health, Safety and Risk Management
- Ensure the clinic maintains a safe working environment.
- Monitor workplace health and safety requirements.
- Maintain appropriate incident reporting and follow-up procedures.
- Identify operational risks and implement appropriate controls.
- Ensure emergency and incident procedures are understood by staff.
- Support a respectful workplace free from bullying, harassment, intimidation and inappropriate behaviour.
Essential Skills and Experience
- Previous experience in practice management, healthcare administration or a similar management position.
- Experience working in a medical, paediatric, developmental or allied health environment is highly desirable.
- Strong understanding of medical administration and patient management processes.
- Understanding of Medicare billing and claiming processes.
- Strong organisational and time-management skills.
- Excellent written and verbal communication skills.
- Strong leadership and staff-management capabilities.
- High level of attention to detail and accuracy.
- Ability to manage confidential and sensitive information.
- Strong problem-solving and decision-making skills.
- Ability to manage competing priorities in a busy clinical environment.
- Professional, calm and respectful approach when dealing with patients, families and staff.
- Competence with practice management systems and Microsoft Office.
Desirable Experience
- Experience in a developmental paediatric or multidisciplinary clinic for at least 3 to 4 years..
- Experience with Halaxy, Genie or similar medical practice software.
- Experience with Medicare and private billing.
- Experience managing complaints and complex patient interactions.
- Experience developing policies, procedures and administrative workflows.
- Experience with staff recruitment, onboarding and performance management.
Personal Attributes
The successful candidate will demonstrate:
- Professionalism and integrity.
- Strong leadership and accountability.
- Excellent attention to detail.
- Empathy and patience when dealing with families.
- Confidence in managing difficult situations.
- Good judgement and discretion.
- Ability to remain calm under pressure.
- Strong communication and interpersonal skills.
- Initiative and willingness to take ownership of responsibilities.
- Commitment to patient-centred service and high-quality healthcare administration.
Key Performance Indicators
Performance may be assessed against:
- Efficient daily operation of the clinic.
- Appointment utilisation and administration accuracy.
- Timely processing of referrals, correspondence and patient documentation.
- Accuracy of billing and Medicare claims.
- Management of outstanding payments.
- Patient and referrer satisfaction.
- Staff performance, attendance and compliance with procedures.
- Timely resolution of complaints and operational issues.
- Compliance with privacy, confidentiality and clinic policies.
- Successful implementation of process improvements.
- Effective support of clinicians and clinical operations.
Reporting
The Practice Manager reports to the Practice Owner/Director and works closely with all treating clinicians and administrative staff.
Position Summary
The Practice Manager is a key leadership position within the clinic and is responsible for ensuring that the administrative and operational functions support the delivery of safe, efficient and high-quality developmental healthcare services. The position requires a balance of leadership, administration, financial oversight, compliance, problem-solving and strong communication skills.
Pay: $48.00 – $50.00 per hour
Work Location: In person
