Job Description

Most of our families find us after years of being let down - Specialist who failed to provide answers, therapies that didn't work, a diagnosis with no real path forward. By the time they call, they're exhausted and frustrated - but quietly hopeful that our practice is the missing piece to their puzzle.

n

You're the person who meets them there: the warm voice on the first call, the follow-up they didn't expect, the reason a hopeful consult becomes a family that stays.

n

This Is Life is a Neurologically-Focused Paediatric, Prenatal and Family Chiropractic practice on the Gold Coast, led by Dr Ashley Campbell-Bird (40 years in practice) and Michaela Menichelli - built from scratch after a move from Melbourne, into one of the country's most trusted practices in under two years, with families travelling from across Australia to undergo care in our practice.

n

What you'll own:

n

n
- The warm first face and steady voice for patients at every stage of their care journey
n
- Driving new patient conversion - from first enquiry through to committed care plan
n
- Keeping patients on track with their care through proactive and genuine care and follow up
n
- Running scheduling and financial coordination with ownership and precision
n
- Leading day-to-day administrative operations so the clinical team can focus purely on patients
n

n

This role is not for you if:

n

n
- You want a job you can coast through
n
- You'd rather follow a script than actually solve someone's problem
n
- You're filling time between other plans, not building a career
n
- Attention to details and follow-through aren't really your thing
n

n

This is exactly your kind of role if:

n

n
- Are naturally nurturing, empathetic, organised, driven and energised by solving problems for people
n
- Can hold a room, a phone call and a schedule at once - without compromising a single detail
n
- Are forward thinking, adaptable and a passionate team player
n
- Want a career you can build inside a mission you actually believe in
n

n

The benefits:

n

n
- Competitive and rewarding salary with income reviews that align with the growth of the practice
n




- Complimentary Neurologically-Focused Chiropractic care
n
- Real mentorship inside one of Australia's most heart-centred and experienced teams in this space
n
- Professional growth inside a rapidly expanding practice
n
- An "All In", supportive team culture focused on excellence and purpose-driven impact
n

n

Full Job Description

n

Role Overview

n

We're hiring a dedicated, compassionate Patient Experience Support Care Advocate and Administrative Team Leader. This role executes the day-to-day operational elements that create exceptional patient experiences across every stage of the care journey - frontline patient interaction, care plan adherence, new patient integration, and administrative excellence.

n

Key Responsibilities

n

In-Practice Patient Experience Excellence

n

n
- Deliver welcoming, professional, caring interactions at every touchpoint as the primary face of the practice
n
- Monitor patient satisfaction through direct observation, formal and informal feedback
n
- Provide immediate support and resolution for patient concerns
n
- Create positive first and lasting impressions for every patient
n

n

Care Plan Compliance & Support

n

n
- Support patient adherence through proactive communication, education reinforcement and accountability follow-up
n
- Conduct patient check-ins on care progress; send appointment reminders and follow-ups
n
- Track attendance and elevate compliance concerns
n
- Coordinate with the clinical team on patient progress and barriers to care
n

n

New Patient Coordination & Follow-Up

n

n
- Coordinate the recent patient journey from first enquiry through to care plan commitment, maintaining a healthy consult-to-conversion rate
n
- Run welcome protocols,



onboarding and appointment scheduling
n
- Conduct systematic follow-up calls post-consultation
n
- Support conversion through authentic education and genuine care - never pressure
n

n

Financial ROFs (Report of Findings) Support

n

n
- Prepare patients for financial consultations; coordinate ROF scheduling and confirmations
n
- Process financial agreements and payment arrangements
n
- Follow up on financial questions and help patients understand their payment options
n

n

Patient Scheduling Excellence

n

n
- Manage scheduling with excellence - optimising the clinical team's schedule while accommodating patient needs
n
- Handle changes, cancellations and rescheduling; monitor and proactively fill schedule gaps
n

n

Office Support & Administrative Excellence

n

n
- Maintain an organised, professional practice environment across reception, waiting room, adjusting and scan rooms, and storage
n
- Support inventory management, patient communications, and special projects or events
n

n

Key Qualities & Skills

n

n
- Naturally enthusiastic, empathetic, professional and purpose-driven
n
- Calm under pressure, energised by serving people and working with kids
n
- Exceptional interpersonal and communication skills
n
- Detail-oriented with high accuracy in patient interactions and admin
n
- Tech-savvy and systems-minded
n
- Proactive problem-solver with a customer-first mindset
n
- Strong organisational skills; comfortable managing complex scheduling and multiple functions at once
n
- Aligned with our mission of delivering world-class Neurologically-Focused Chiropractic care for families
n

n

What We Do

n

At This Is Life, Gold Coast, we're transforming the health of kids and families through Neurologically-Focused Chiropractic care. Led by Dr Ashley Campbell-Bird, with 40 years in practice. Our team of Doctors and care advocates are heart-centred and deeply committed to delivering world-class healthcare. Families travel from across Australia for the care we provide, and our care advocates are a core part of why families stay.

📌 Patient Experience Team Leader (City of Gold Coast)
🏢 This Is Life
📍 City of Gold Coast