Client Experience Liaison
1 week ago
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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