Telehealth Administrative Assistant

About us: Our Vision: Your body, Your choice, Your future
We are Australia’s leading, specialised, non-profit advocate and provider of abortion and contraception services. We are a significant provider of clinical and support services across Australia. We are also an advocacy organisation, we work on policy and legislative change, we provide information to the public, we support people through counselling and mental health awareness and services, and we work to reduce the stigma, discrimination and stress related to access to abortion care and contraception.

We work to give people reproductive choices.
MSI Australia operates a network of 6 clinics, a national telehealth service providing comprehensive termination of pregnancy, contraception, vasectomy and national family planning support.
Our Virtual Health Office operates Monday to Friday from the Gold Coast and Melbourne, 8am to 5pm, delivering Medical Termination of Pregnancy services through our Abortion by Telehealth pathway, along with Vasectomy services and Aftercare Support.

Position title: Telehealth Administrative Assistant
Location: Richmond. Melbourne
Reports to:Nurse Unit Manager
Hours per week: 38 hours
Required days: Monday - Friday

The role:

As a Telehealth Administrative Assistant, you'll be a professional, empathetic and human point of contact for clients accessing our virtual health services. Reporting to the Nurse Unit Manager, you'll ensure clients are entered onto our administration system, assessed for eligibility against government benefits and private health insurance, invoiced correctly, and provided with the right documentation to enable claiming.

You'll help clients navigate their journey with accuracy and care, collecting demographic and account details while upholding the highest standards of medical record integrity, data quality and client confidentiality. As the first point of contact for our clients, you'll bring excellent customer service, strong communication and interpersonal skills, sharp attention to detail, and confidence working across digital systems.

Your Responsibilities

• First point of contact for clients accessing our Telehealth and clinic services – professional, empathetic, and reassuring
• Support clients through the Medical Termination via Telehealth pathway, with a strong focus on privacy and confidentiality
• Manage client bookings through our digital patient management system
• Handle invoicing and payments, ensuring all invoices are paid prior to appointments
• Perform Medicare eligibility checks and validate IHI numbers for clients
• Process Medicare claims and follow funding pathways for eligible clients
• Maintain accurate client records, including intake forms and up-to-date demographic data
• Liaise with pharmacies, radiology and pathology providers to coordinate client care
• Handle client complaints confidently while delivering excellent customer service
• Manage day-to-day admin tasks – SMS reminders, shared inbox, medical certificates, and appointment follow-ups

• A Pro-choice advocate
• Strong computer data entry skills and ability to learn complex computer programs (hospital software exposure highly desirable)
• Experience in a client-focused healthcare environment
• Desirable to have involvement in maintaining medical records
• Knowledge of private health insurance/healthcare billing
• Excellent written and spoken communication skills
• Written and spoken English language skills
• Effective time management and prioritisation skills
• Adaptability, Teamwork and Collaboration
• Self-Regulation and Ability to Prioritise

Benefits of working at MSI Australia: We also pride ourselves on being a supportive and flexible working place that offers a great range of benefits:

• Generous salary packaging options up to $9,010 + $2,650 meals and entertainment,
• Dynamic Learning Management Platform and opportunity to access professional development / study leave allowance,
• Up to 14 weeks company paid parental leave
• Employee Assistance Program
• Discounted clinical services for you and your immediate family members.

Employment Requirement:

• Provision of two professional referees,
• Be prepared to undergo a National Police Check, prior to commencement,
• Be prepared to undergo an International Vetting Check, prior to commencement,
• Declaration of full immunisation history,
• Evidence of current working rights in Australia.

Organisational Goals, Missions, Values, Purpose, Behaviour Statements

In addition to the above, we also ask our staff work unders