Jean Hailes for Women’s Health (“Jean Hailes”)
is a national not-for-profit organisation dedicated to empowering women to achieve their best health and wellbeing at every stage of life. Jean Hailes works collaboratively with healthcare
providers, communities and organisations to inform, influence and support all women, recognising that some women face greater social, cultural and structural barriers to health and wellbeing.
The organisation drives change through four strategic pillars:
·Health information
·Advocacy
·Clinical expertise
·Partnerships
Our vision is an Australia where gender does not influence health and wellbeing outcomes.
Function
The Jean Hailes Clinic is a highly regarded multi-disciplinary specialist women’s health clinic located in Melbourne CBD. The Clinical Operations team (nurses and non-clinical practice staff) supports the delivery of a wide range of high-quality clinical services from approximately forty specialist health contractors.
Position Summary
The Team Leader provides day-to-day leadership and coordination of the Patient Services Officer (PSO) team while supporting the efficient operation of the Jean Hailes Clinics. Reporting to the Practice Manager, the role contributes to patient service delivery, administrative coordination and operational support to ensure the clinic functions effectively and delivers a high-quality patient experience.
The role supports administrative workflows across patient services, referrals, surgical coordination, billing and clinic systems, while assisting with staff training, process improvement and operational
coordination.
Key Responsibilities
1. Team Coordination and Leadership
Provide day-to-day leadership, support and guidance to the Patient Services Officer (PSO) team
•Coordinate administrative rosters, workflows and task allocation
•Support staff training, development and onboarding
•Promote a collaborative and positive team environment
2. Patient Reception and Communication
•Support delivery of high-quality patient service across all communication channels
•Manage incoming phone calls, emails and electronic enquiries
•Respond to complex patient enquiries and support PSO staff with escalations
•Ensure patients receive clear and timely information regarding clinic services
3.Surgery Administration and Coordination
•Coordinate administrative processes relating to surgical procedures
•Provide patients with procedural information, quotes and financial consent documentation
•Manage surgical scheduling updates and maintain accurate records
•Support surgical billing and documentation
4.Referral and Appointment Management
•Review and triage incoming referrals and manage referral documentation
•Support appointment scheduling and clinician diary management
•Maintain accurate patient records within the clinical system
•Coordinate appointment changes in response to clinician availability
5. Billing, Medicare and Financial Administration
•Monitor billing accuracy within the practice management system
•Support Medicare claiming processes and follow up rejected claims
•Reconcile payments across practice systems and payment platforms
•Assist with tracking outstanding patient balances and maintaining fee schedules
6. Clinical Administration and Systems Management
•Manage clinical documentation including correspondence, results and reports
•Maintain clinical documentation including correspondence, results and reports
•Support clinicians with administrative and operational requests
•Assist with clinician onboarding and updates to administrative processes
•Liaise with relevant support services regarding IT or system issues
7. Clinic Operations and Supplies
•Support daily clinic operations to ensure administrative workflows run efficiently
•Coordinate updates to clinician schedules and clinic communications
•Monitor and order clinic supplies and operational resources
•Assist with maintaining administrative processes and internal documentation
8. Compliance, Communication and Escalation
•Escalate operational issues, patient concerns or complaints where appropriate
•Maintain confidentiality and compliance with healthcare regulations and policies
•Ensure administrative processes align with organisational standards
•Support continuous improvement in clinic administrative processes
Relationships
Internal
•Clinicians
•Clinic staff
•Clinical Operations team
•Head Office staff
External
•Patients
•Referring clinics and healthcare providers
•Pathology services
•Medicare and other health agencies
Requirements of Position Holder
Qualifications
Education
- Completion of High School
Desirable
- Medical Administration qualification
Experience
•Previous experience in medical reception, ideally
within a specialist or general practice
•Demonstrated experience coordinating or supervising
administrative teams
•Strong administrative and customer service
experience
•Proficiency in MS Office Suite and clinical
practice software
•Experience managing medical billing and Medicare
processes
•Ability to prioritise and manage multiple tasks in
a busy clinical environment
•Experience handling confidential medical records
•Excellent written and verbal communication skills
Personal Attributes
•Strong communication, organisational and
interpersonal skills
•Ability to lead and support a team in a
collaborative environment
•Demonstrated initiative and proactive
problem-solving approach
•Ability to liaise effectively with a wide range of
stakeholders
•Commitment to continuous improvement and learning
•Values collaboration, self-improvement and growth
Workplace Policies & Practices
·All Jean Hailes employees and contractors are
required to familiarise themselves with the organisation’s policies and
procedures and comply with them at all times.
Employees are expected to:
·Be respectful towards the organisation, colleagues, consumers and stakeholders.
·Support the Jean Hailes vision and strategy and demonstrate the values of Jean Hailes
Demonstrate the organisational values of Collaboration, Authenticity, Respect, Excellence and Spirit (CARES)
