Practice Support Coordinator

R2R Health offers specialist services for the assessment, diagnosis, and treatment of mental disorders and other emotional difficulties. Our team provides easy access to experienced Consultant Psychiatrists, Clinical Psychologists, and Accredited Mental Health Nurse Practitioners to address a wide range of mental health disorders. We specialise in occupational mental health and rehabilitation, providing comprehensive private case management services for complex psychiatric consultations.

Our Services

• Assessment, diagnosis, and treatment of mental disorders and emotional difficulties.
• Occupational health and work-cover related mental health services.
• Mental health treatment supported by WorkSafe VIC/TAC & DVA.

Specialisations

• ADHD and other developmental disorders.
• Depression and PTSD.
• Anxiety Disorders: Generalised Anxiety Disorder, Obsessive Compulsive Disorder, Panic Disorder, Social Anxiety Disorder, Specific Phobias.
• Sleep Disorders.
• Eating Disorders.
• Grief and Loss issues or Interpersonal and Relationship Discord.

The Practice Support Coordinator plays an important role in keeping the clinic running smoothly. This role supports the Practice Manager and clinicians with day-to-day administration, patient communication, booking support, and basic practice operations.

• Position Title: Practice Support Coordinator
• Employment Type: Part-Time (12 hours per fortnight), Fixed Term - 6 Months
• Location: 1/19 Norwood Cr, Moonee Ponds, Vic 3039
• Reporting To: Practice Manager, R2R Health
• Hourly Rate: $35 - $40 per hour (inclusive of super and leave entitlements)
• Flexibility: Flexible working hours depending on clinic needs

Front Office Team Support & Oversight

• Support and guide the front office team in their day-to-day work.
• Help staff with complex enquiries, patient complaints, and escalations.
• Plan and coordinate front office rosters and shift coverage.
• Ensure reception processes (bookings, reminders, follow-ups) run smoothly.
• Monitor service quality and escalate issues to the Practice Manager when needed.

Timesheets, Payroll Support & Admin Accuracy

• Collect, check, and submit timesheets for all front office staff on time.
• Ensure hours, leave, and shift variations are recorded correctly.
• Help prepare payroll inputs and resolve basic payroll queries.
• Maintain accurate records, filing, and admin logs.

Clinician & Psychiatrist Support

• Work closely with psychiatrists, counsellors, and allied staff to support their daily needs.
• Help with organising their schedules, appointment blocks, or room allocations.
• Assist with preparing letters, follow-ups, and supporting documents when needed.
• Ensure communication between clinicians and the front office team is clear and timely.

Practice Operations, Processes & Policy Support

• Help develop simple operational procedures, templates, and workflows for the clinic.
• Maintain up-to-date documentation for front office ways of working.
• Support the Practice Manager in improving the patient journey and reducing admin gaps.
• Assist with compliance needs (privacy, safety, data handling) under supervision.

Complaints, Escalations & Patient Experience

• Help manage complaints and concerns raised by patients or families.
• Work respectfully with patients to understand issues and resolve concerns promptly.
• Report patterns or recurring issues to the Practice Manager for action.
• Support efforts to improve service quality and patient satisfaction.

Outreach & Referral Development

• Support outreach efforts to build relationships with local GPs and healthcare providers.
• Drop off flyers, referral forms, and clinic information to local clinics and services.
• Keep track of new referral sources and pass updates to the Practice Manager.
• Help promote R2R Health's services professionally during outreach visits.

Student Placement Support

• Assist with coordinating student placements, including basic onboarding and induction tasks.
• Help ensure students have the required documents, access, and schedules.
• Support communication between students, the Practice Manager, and clinicians.
• Monitor placement progress and flag any concerns early.
• Help create a positive and organised experience for students during their placement.

An employee at this level:

• is capable of functioning autonomously and prioritising their own work within established policies, guidelines and procedures of the Practice;
• is responsible for work performed with a substantial level of accountability and maintain confidentiality of patients and clinical records at all times;
• works either individually or in a team; possesses administrative skills and problem solving abilities; guide the training and induction for Front desk staff/receptionists and managing their rosters.
• possesses well developed communication, interpersonal and empathic skills towards patients; and knowledge of appropriate liaison/confidential information sharing with other Healthcare workers, particularly referring General Practitioners.
• requires substantial on-the-job training and may require formal qualifications or certificate level and/or relevant skills training or experience in support services related to Healthcare sector.
• attends to the reception desk, answers telephone/email enquiries/organises appointments and reminders for the clinicians contracted with the Practice in the absence of Receptionists/Front desk.
• requires a comprehensive knowledge of Medicare /Workcover/TAC/DVA billings, and a working knowledge of various private health insurance schemes;
• require significant computer knowledge for operating the BP software EMR, transcription of letters, or be required to use the relevant software in the Practice computer on a regular basis;

Ensuring compliance with mandatory checks is crucial for the safety and security of our patients and staff. The following compliance requirements must be met by candidates applying for this role.

National Police Check

• Mandatory for verifying the candidate's background and ensuring a safe working environment.

Reference Checks

• Desirable to verify past employment and performance, ensuring the candidate's suitability for the role.