Client Services & Practice Coordinator – Allied Health

We are a busy and growing allied health practice in Paddington seeking an experienced Client Services & Practice Coordinator to join our team.

This is much more than a reception or administration role.

We are looking for someone with a strong customer service background who takes pride in creating an exceptional experience for clients, enjoys building genuine relationships, and has the organisational skills and confidence to manage the many competing priorities that come with working in a busy healthcare environment.

You'll be the person who remembers our clients, notices what needs to be done, stays one step ahead, and helps keep the practice running smoothly.

Most importantly, you'll know how to balance efficiency and organisation with kindness and compassion.

As a key point of contact for the practice, you will play an important role in our clients' experience from their first enquiry through to their ongoing care.

Our clients come from a wide range of backgrounds and circumstances, and some may be navigating difficult or sensitive situations. You’ll need to be comfortable having thoughtful conversations, responding with kindness, compassion and professionalism, and providing clear guidance and reassurance while maintaining appropriate professional boundaries.

At the same time, this is a busy and varied role with multiple competing priorities. You'll need to move confidently between client enquiries, appointment changes, clinician requests, administrative responsibilities and unexpected issues without losing attention to detail or follow-through.

Your responsibilities will include:

• Welcoming clients and creating a warm, professional and personalised experience;

• Building genuine, professional relationships with clients and getting to know the people who regularly attend the practice;

• Managing telephone, email and in-person enquiries with professionalism and compassion;

• Coordinating busy appointment diaries across multiple clinicians;

• Managing cancellations, rescheduling, waitlists and competing scheduling priorities;

• Assisting clients to navigate appointments, referrals, fees and administrative processes;

• Anticipating the needs of clients and clinicians and proactively addressing issues;

• Coordinating day-to-day office operations and helping ensure the practice runs smoothly;

• Liaising professionally with GPs, specialists, insurers and other external stakeholders;

• Processing payments, invoices and relevant administrative documentation;

• Maintaining accurate and confidential client records;

• Supporting clinicians with administrative and practice-related requirements;

• Identifying opportunities to improve systems, processes and the overall client experience; and

• Working collaboratively with the broader administrative and clinical team.

We are looking for an experienced customer service professional who thrives when there is plenty happening but never loses sight of the person in front of them.

You may already work in allied health, medical reception or another healthcare environment, or you may come from hospitality, professional services or another high-touch customer service environment where relationship building, problem-solving and managing competing demands are part of your day.

Previous healthcare experience is highly regarded, but what matters most is that you can demonstrate exceptional customer service, initiative, organisation and sound judgement.

You will ideally bring:

• Demonstrated experience in customer service, client services, reception, administration or practice coordination;

• Exceptional interpersonal skills and a genuine enjoyment of working with people;

• A naturally warm, kind and compassionate communication style;

• The ability to build rapport and maintain professional relationships with a diverse range of people;

• Excellent organisational skills and the ability to manage multiple competing priorities effectively;

• The ability to remain calm, organised and approachable when things get busy;

• Initiative and the confidence to recognise what needs to be done and take ownership of it;

• Strong problem-solving skills and the ability to make sensible decisions independently;

• Excellent written and verbal communication skills;

• Strong attention to detail and reliable follow-through;

• Confidence managing challenging or emotionally sensitive conversations;

• Good judgement and an understanding of privacy, confidentiality and professional boundaries;

• Confidence using technology and the ability to learn new systems quickly; and

• The ability to work independently while contributing positively to a close-knit team.

We aren't simply looking for someone who can answer phones, respond to emails and book appointments.

We're looking for someone who notices things.

Someone who remembers the client they spoke with yesterday. Who recognises when someone needs a little extra assistance. Who notices a gap in the diary and thinks about how it could be filled. Who follows something through rather than assuming someone else will take care of it. And who anticipates what the clinicians and broader team might need to keep the day running smoothly.

There will be times when several things need your attention at once. We're looking for someone who can determine what needs to happen first, what can wait, and what cannot be forgotten, while continuing to communicate with clients and colleagues in a calm, respectful and compassionate way.

You won't need someone standing over you telling you what to do next. You'll be comfortable taking ownership of your responsibilities, solving problems as they arise and asking for input when it's genuinely needed.

For us, excellent client service isn't transactional.

We want clients to feel welcomed, remembered and genuinely cared for when they interact with the practice.

That means learning people's names, understanding their needs, communicating clearly, following through on what you've said you'll do, and recognising that sometimes a small act of kindness can make a significant difference to someone's experience.

At the same time, you'll understand that working in an allied health environment requires discretion, professional boundaries and the ability to respond appropriately when someone is distressed.

If you are naturally someone who takes ownership, builds relationships, anticipates what needs to happen next and enjoys being the person others can rely on, you are likely to enjoy this role.

We recognise that experienced people bring different skills, backgrounds and preferences to a role. For this reason, we are open to discussing the working arrangement and remuneration with the successful candidate.

We offer:

• Competitive remuneration negotiated based on your experience, skills, agreed hours and working arrangement;

• A full-time position with flexibility to structure your hours across either 4 or 5 days per week;

• A central Paddington location;

• A varied position where you can take genuine ownership of client experience and practice coordination;

• The opportunity to work closely with a team of allied health professionals;

• A role where initiative, ideas and improvements are genuinely valued;

• The opportunity to contribute to how systems and processes operate rather than simply following them; and

• The opportunity to build genuine relationships with clients rather than providing transactional customer service.

Please submit your resume and a cover letter telling us about your relevant experience and why this role appeals to you to ********@lightnercentre.com.au