About Vines Therapy

Vines Therapy is a growing allied health practice committed to providing high-quality therapy services. We value a supportive and collaborative work environment focused on enabling our team to deliver exceptional care.

Role Overview The Client Enablement Coordinator plays a critical role in ensuring seamless client and therapist experiences at Vines Therapy. Reporting operationally to the Clinical Director and accountable to the Executive Director, this role is responsible for coordinating client intake processes, appointment scheduling, and providing exceptional service as the primary operational support for both clients and clinical staff.

The Coordinator acts as the hub for managing the “front-of-house” client journey—from first inquiry to ongoing support—and ensures that all administrative and operational processes run smoothly and professionally. In all aspects of the role, the Client Enablement Coordinator champions Vines Therapy’s Values, Principles, and Ways of Working.

Key Responsibilities

Client Intake and Onboarding

- Manage end-to-end client intake processes, ensuring timely and compassionate responses to inquiries via phone, email, or other channels.
- Guide clients through required forms and documentation, ensuring accuracy and completeness.
- Coordinate triage processes to allocate clients to the appropriate therapist or therapy pathway.
- Actively manege new leads to initial appointment process.

Appointment Booking and Scheduling

- Maintain appointment schedules across therapy teams, balancing client needs, therapist availability, and clinical priorities.
- Act as the “booking mastery” lead—anticipating conflicts, managing cancellations, and optimizing schedules for efficiency and client convenience.
- Liaise with therapists regarding availability, waitlists, and client updates.

Client Communication and Concierge Service

- Serve as the first point of contact for all client communications, delivering a warm, professional, and caring experience.
- Provide phone and email concierge support, ensuring inquiries and requests are managed promptly (e.g.,



within 3-24 hours).
- Troubleshoot and resolve client concerns or escalate issues appropriately to leadership or clinical staff.

Operational Enablement

- Maintain client records accurately across practice management systems (e.g., Halaxy, Google Workspace).
- Ensure accurate data entry and reporting to support efficient operations and high-quality client care.
- Monitor key operational metrics and contribute to reporting for quality and performance improvement.
- Keep operational procedures and documentation up to date and reflective of best practices.

Therapist Support

- Provide administrative support to therapists, including managing appointment reminders, client documentation processes, and assisting with client follow-ups.
- Assist therapists with day-to-day operational needs to free clinical time for client care.

Cross-Team Collaboration

- Collaborate closely with the clinical, administrative, and enablement teams to ensure a cohesive and efficient client journey.
- Participate in projects and initiatives to improve client services, systems, or operational processes.

Key Attributes

- Client-Centric: Approaches all interactions with empathy, professionalism, and a commitment to excellent client care.
- Organized and Detail-Oriented: Skilled in managing multiple tasks, tracking details, and maintaining accurate records.
- Problem Solver: Resourceful and proactive in identifying solutions to challenges in schedules, workflows, or client concerns.
- Robust Communicator: Clear, compassionate, and professional in both written and verbal communication.
- Tech-Savvy: Comfortable using systems like Halaxy, Google Workspace, and other practice management or scheduling tools.
- Collaborative:



Works effectively with colleagues across all teams to support shared goals.
- Discreet and Confidential: Handles sensitive client and practice information with utmost confidentiality and professionalism.

Qualifications

- Experience: At least one years in roles such as client services coordinator, medical receptionist, practice administrator, or operational support in healthcare, allied health, or similar client-focused environments.
- Education: Must hold at minimum a certificate or diploma in business administration, health administration, or a similar field.
- Skills: Demonstrated experience in administrative operations, communication, problem-solving, and rostering/scheduling in client-focused environments.

Why Join Vines Therapy?

- Purpose-Driven Work: Be part of a practice transforming lives through high-quality therapy services.
- Career Growth: Clear pathways for development into senior client services, practice management, or operational leadership roles within Vines Therapy.
- Values-Led Culture: Work in an environment that prioritizes integrity, care, innovation, and human flourishing.
- Market-competitive salary and Flexibility: Enjoy a competitive salary package and flexible work options.
- Learning and Development: Ongoing professional development opportunities.
- Opportunity to Grow: Join a forward-thinking allied health practice and contribute to meaningful impact in the community.

To Apply Please submit your resume and a short cover letter telling us why you’d be a great fit for this role to

We warmly encourage applications from people with diverse backgrounds, including Aboriginal and Torres Strait Islander peoples, and those with lived experience of disability or caring roles.

Job Types: Full-time, Permanent

Pay: $65,000.00 – $70,000.00 per year

Benefits

- Employee discount
- Employee mentoring program
- Professional development assistance
- Relocation assistance

Experience:
- Client Services: 2 years (Preferred)

Work Authorisation:
- Australia (Preferred)

Work Location: In person

📌 Client Enablement Coordinator (Essendon)
🏢 Vines Therapy
📍 Essendon