Remote | Full-time | Australian Mental Health Company

About Us

We are a fast-growing Australian mental health company focused on providing high-quality care and making the patient experience as simple as possible.

You’ll work alongside local & offshore admin, doctors and therapists

As part of our rapid growth, every few weeks, new clinicians and admin staff are joining, systems are changing, and we are constantly improving how we work.

We’re looking for someone who can help lead the admin team, train people well and solve day-to-day problems before they need to reach our 2IC.

The Role

This is a senior, hands-on admin role with a strong focus on team leadership, training and onboarding .

You’ll become one of the main points of support for our admin team.

When someone doesn’t know how to handle something, you help them work it out. When a new admin or clinician joins, you help get them competent quickly. When a patient complaint or difficult situation arises, you help resolve it before escalating to our 2IC where appropriate.

You’ll still work within the admin team and understand the day-to-day work yourself. This isn’t a management role where you simply delegate from the sidelines.

A major part of your role will also be identifying where staff are struggling and helping them improve through practical training, feedback and coaching.

Responsibilities

Help lead and support the day-to-day admin team

Be a first point of contact for admin questions and problems

Coordinate onboarding and administrative training for current admin & clinicians

Train staff on SOPs, systems and internal processes

Handle initial patient complaints and escalations where appropriate

Review staff performance and identify training gaps

Provide practical coaching,



feedback and roleplays to improve patient communication, sales and customer service

Keep training resources and SOPs practical and up to date

Training & Performance

Training is a major part of this role.

We don’t want someone who simply sends a new employee an SOP and considers them trained.

You’ll need to teach the process, observe them doing it, identify where they’re going wrong, provide feedback and make sure they can perform it independently.

This applies across:

Admin systems and SOPs

Customer service and complaints

Sales and lead handling

Phone, email and SMS communication

We care about competence, not training completion.

Leadership & Escalations

You’ll sit between the broader admin team and the 2IC for many day-to-day issues.

We want someone who can use good judgement to determine:

Can I solve this? → Do I need more information? → Does this genuinely need the 2IC?

For complaints or more difficult patient situations, you’ll gather the relevant information, attempt to resolve what is within your scope and elevate accordingly when needed.

The goal isn’t to stop things reaching the 2IC. It’s to make sure only the things that genuinely need their involvement reach them.

Who This Is For

You may be a strong fit if you:

Have experience leading, supervising or training admin/customer service teams





Can onboard someone from new starter to independently competent

Are confident handling difficult conversations and patient complaints

Have good judgement about when to solve something yourself versus elevate

Take ownership without needing constant prompting

Are comfortable holding others accountable

Are highly organised and good at keeping track of open tasks

Are comfortable in a fast-moving business where systems and processes regularly change

Experience in healthcare, customer service or training phone-based teams is also highly regarded.

What This Role Is Not

This is not purely a Training role.

It is also not a traditional Admin role.

You’ll be hands-on within the admin team , while taking additional responsibility for leadership, training, onboarding, performance and first-line escalations.

We need someone who sees a problem and thinks “How do we solve this?” rather than immediately passing it upwards.

Use of AI

We use AI heavily across the business.

You should be comfortable using tools such as ChatGPT for research, problem-solving, drafting, quality checking and improving workflows.

We also use AI to help review staff performance and identify opportunities for coaching.

AI should help you make better decisions and train people more effectively - not replace your judgement.

Work Arrangement

This is a full-time remote role working closely with our Australian team.

Because this is a leadership position, we need someone who is available during agreed Australian business hours and is present and responsive to the team.

There is significant opportunity for the role to grow as the company and admin team expand.

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📌 Senior Administrator & Training Lead (Melbourne)
🏢 Nameless
📍 Melbourne