About MHPathways

MHPathways is a growing, values-led multidisciplinary mental health practice supporting individuals whose wellbeing impacts daily functioning, work, and quality of life. We provide coordinated, person-centred care across Medicare, NDIS, Department of Veterans’ Affairs, National Redress Scheme, Victim Assist, and Private Health referrals, with a strong focus on quality, consistency, and patient outcomes.

MH Pathways Pty Ltd is committed to building and promoting a diverse and talented workforce that has the support and capacity to deliver high quality services to its participants. As an equal opportunity employer, MHPathways Pty Ltd actively encourages applications from Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds and people with a disability.

Purpose of the Role The Practice Manager holds operational accountability for the day to day running of the MHPathways clinics. The role brings together clinic operations, clinician scheduling, customer experience, funding-stream compliance (NDIS, DVA, National Redress Scheme, Victim Assist, Medicare and private health), billing and revenue, stakeholder relationships, and leadership of the administration support team.

Success in this role means clinicians are fully and appropriately booked, referrals and enquiries move through the CRM without delay, every funding stream is billed accurately and on time, compliance obligations are met and patients, participants, consumers and carers experience a consistently skilled and responsive service.

Components of the Role

Clinic Operations and Leadership

- Oversee the day-to-day management of all operational components of the MHPathways clinics, across face-to-face and telehealth service delivery.
- Ensure clinic systems, workflows and standard operating procedures are documented, followed, and continuously improved.
- Identify operational bottlenecks, errors, gaps and inefficiencies, and resolve or escalate them early.
- Provide oversight and allocation of work to the administration support team, including remote Administration Officers through setting expectations, monitoring quality, and managing performance in line with practice policy.
- Support training, onboarding and upskilling of clinical and administration staff, and maintain SOPs and training materials.




- Complete ADHOC tasks as required by the Director

Scheduling and Clinician Diary Management

- Manage the scheduling of appointments for all MHPathways clinicians, optimising diary utilisation, minimising unfilled sessions, and managing cancellations, reschedules and waitlists.
- Balance clinician availability against referral demand, urgency and funding-stream requirements.
- Ensure scheduling accuracy across the electronic medical record and the clinic’s telehealth platforms.

Referrals and Enquiries

- Manage the end-to-end process for all referrals and enquires through the Customer Relationship Management system (CRM)
- Update and maintain contact lists within required systems, whilst ensuring records, lifecycle stages, pipelines and activity history are complete, accurate and current.
- Screen and determine suitability of referrals for the practice.
- Track and report referral conversion, response times and enquiry outcomes.
- Review incoming referral documentation for missing or incomplete information and follow up promptly with referrers.

Customer Experience

- Establish and maintain a high-quality customer experience for all MHPathways patients, participants, consumers and carers.
- Provide face-to-face contact and support for all clinic attendees
- Act as the senior escalation point for service concerns, complaints and feedback, resolving issues promptly and recording them in line with practice policy.
- Ensure all communication is person-centred, timely, professional, and confidential.

Compliance and Oversight

- Establish and maintain appropriate governance of all regulatory and auditable funding components.
- Maintain registers to ensure compliance with relevant funding providers
- Maintain all components of NDIS compliance for every registered module, including policies, worker screening, incident and complaints registers, restrictive practice records (where applicable), and audit evidence.




- Facilitate NDIS mid-term and recertification audits, and coordinate corrective actions to completion.

Billing

- Manage accurate and timely billing across all funding streams, including Medicare, National Disability Insurance Scheme (NDIS), Department of Veterans' Affairs (DVA), National and State Redress Scheme, Victim Assist Private Health and Private-Pay clients (quoting, invoicing and receipting).
- Manage accounts receivable, including overdue and outstanding balances, operating a structured follow-up and escalation process for aged debt and reporting on the debtor position and trends to the Managing Director.
- Update and maintain billing system

Stakeholder Management and Community Engagement,

- Build and maintain professional relationships with general practitioners, NDIS providers, support coordinators, plan managers, allied health providers and other referral sources.
- Coordinate promotional events as directed, including community events, general practitioner lunches and practice information sessions.

Required Skills and Experience

- Demonstrated experience in practice management, clinic management or a senior healthcare administration role.
- Advanced Microsoft Office 365 skills (Outlook, Excel, Word, Teams, SharePoint).
- Experience with relevant medical practice systems including Electronic Medical Records, CRM etc. Experience with Halaxy and Hubspot highly regarded
- Working knowledge of Australian healthcare funding and billing, including Medicare, NDIS, DVA, private health, and federal / state government-funded schemes.
- Exceptional attention to detail, accuracy and communication skills
- Strong organisational and time management skills, with the ability to prioritise competing demands.
- Demonstrated ability to lead, supervise and develop an administration team.
- High level of professionalism, discretion and confidentiality when handling sensitive patient information.
- Ability to work independently, follow structured processes and SOPs, and improve them where required.

Compliance Requirements

- National Criminal History Record Check (Police Clearance).
- NDIS Worker Screening Check and NDIS Worker Orientation Module.
- Working with Children Check (Blue Card).
- Current driver’s licence and access to a vehicle.

📌 Practice Manager (Sandgate)
🏢 MH Pathways
📍 Sandgate