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Patient Journey Coordinator

3 weeks ago

Sydney, New South Wales, Australia beBeeCommunication Full time $64,000 - $68,000

Job Title: Client Experience Liaison

Job Description:

As a key member of our team, you will support patients throughout their journey with us, managing a variety of administrative and patient-facing tasks to ensure a seamless experience.

You will play a pivotal role in appointment management, patient communication, and ensuring accurate documentation, contributing to our commitment to timely, high-quality care.

This is an on-site role based in Bondi Junction.

Key Responsibilities:
  • Appointment & Referral Management
  • Triage incoming referrals for eligibility and completeness
  • Send SMS booking links and assist patients in scheduling appointments
  • Manage cancellations, reschedules, and confirm appointments to maximise attendance
  • Perform daily checks to ensure readiness for upcoming clinics
  • Answer incoming phone calls on the Client Services line, assisting patients with enquiries in a professional and empathetic manner
  • Contact patients and/or specialists to confirm or obtain information
  • Respond to patient emails, SMS, and phone enquiries within service timeframes
  • Send reminders for pathology, intake calls, and updated referrals
  • Support patients with accessing and completing pre-appointment forms
Documentation & File Management:
  • Upload and accurately assign referrals, forms, and approval letters to patient files
  • Maintain and update patient records within our practice management system
  • Action flagged errors in reports and ensure corrected documentation is reissued
  • Work closely with team members to prioritise tasks and manage workload effectively
  • Identify and escalate issues impacting patient experience
  • Participate in process improvement initiatives to enhance service quality and efficiency
About You:
  • Excellent organisational and time management skills
  • High attention to detail and commitment to accuracy
  • Clear and professional communication, both written and verbal
  • Empathetic and patient-focused approach to interactions
  • Ability to multitask and adapt in a fast-paced virtual environment
  • Comfortable using practice management systems and digital workflows
  • Minimum of 6 months experience in healthcare administration
Why Join Us:
  • Contribute to improving access to mental health care across Australia
  • Supportive team culture with ongoing opportunities for development
  • Be part of an innovative and growing telehealth organisation
Seniority level:
  • Entry level
Employment type:
  • Full-time