Job Description

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.

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Role Summary

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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.

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Key Responsibilities

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Appointment & Referral Management

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- Triage incoming referrals for eligibility and completeness.
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- Send SMS booking links and assist patients in scheduling appointments.
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- Manage cancellations, reschedules, and confirm appointments to maximise attendance.
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- Perform daily checks to ensure readiness for upcoming clinics.
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- 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.
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- Contact patients and/or specialists to confirm or obtain information.
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- Respond to patient emails, SMS, and phone enquiries within service timeframes.
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- Send reminders for pathology, intake calls, and updated referrals.
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- Support patients with accessing and completing pre‐appointment forms.
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Documentation & File Management

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- Upload and accurately assign referrals, forms, and approval letters to patient files.
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- Maintain and update patient records within Dokotela's practice management system.
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- Action flagged errors in reports and ensure corrected documentation is reissued.
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- Work closely with team members to prioritise tasks and manage workload effectively.
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- Identify and escalleave issues impacting patient experience.
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- Participate in process improvement initiatives to enhance service quality and efficiency.
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About You

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- Excellent organisational and time management skills.
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- High attention to detail and commitment to accuracy.
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- Clear and skilled communication, both written and verbal.
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- Empathetic and patient‐focused approach to interactions.
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- Ability to multitask and adapt in a fast‐paced virtual environment.
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- Comfortable using practice management systems and digital workflows.
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- Minimum of 6 months experience in healthcare administration (desirable)
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- Tertiary qualification in Psychology, Social Work or related is highly desired
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Why Join Dokotela?

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- Contribute to improving access to mental health care across Australia.
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- Supportive team culture with ongoing opportunities for development.
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- Be part of an innovative and growing telehealth organisation.
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📌 Client Experience Liaison (New South Wales)
🏢 Dokotela
📍 New South Wales