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.
- Answer high volume (40-50 calls per person, per day) of incoming 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.
- Work closely with team members to prioritise tasks and manage workload effectively.
- Identify and escalleave 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 qualified 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 (desirable)
- Tertiary qualification in Psychology, Social Work or related is highly desired

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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📌 Client Experience Liaison (City of Sydney)
🏢 Dokotela
📍 City of Sydney