Client Experience Liaison

1 week ago

Sydney, New South Wales, Australia Dokotela Full time $60,000 - $90,000 per year

About Dokotela

Dokotela is a national telepsychiatry service providing accessible mental health care to patients across Australia. We focus on delivering quality, patient-centred care while supporting practitioners through streamlined operational and administrative processes.

Role Summary.

As a Client Experience Liaison
, you will support patients throughout their journey with Dokotela, managing a variety of administrative and patient-facing tasks to ensure a seamless experience. You will play a key role in appointment management, patient communication, and ensuring accurate documentation, contributing to Dokotela's commitment to timely, high-quality care. This role will be on-site in our Bondi Junction offices.

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.

Patient Communication

  • 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 Dokotela's practice management system.
  • Action flagged errors in reports and ensure corrected documentation is reissued.

Collaboration & Continuous Improvement

  • 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.
  • Year 12 completion or equivalent qualification required.

Why Join Dokotela?

  • 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.

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