Key responsibilitiesProvide responsive, professional support to FYDO Clinic clients by phone and email, taking ownership of enquiries through to resolution or appropriate escalationInvestigate client questions and reported issues by understanding the practice workflow, reproducing the problem where possible and gathering the information required for effective troubleshootingGuide users in the correct use of FYDO Clinic functionality, including patient administration, appointments, doctor billing, receipting, claiming and related GP and specialist practice workflowsAssist clients with system-related doctor billing and claiming enquiries, identifying where issues relate to workflow, configuration, billing setup, claim responses or the use of FYDO functionalityExplain processes clearly and practically, adapting communication to the client's level of system knowledge, billing experience and practice workflowIdentify when an enquiry is a training need, configuration issue, workflow question, defect or development request and progress it through the correct internal processEscalate technical or product issues with transparent, complete information, including relevant examples and investigation findings, so that Development, Product or other internal teams can investigate efficientlyMaintain accurate support records, notes and follow-up actions and ensure clients are kept informed until their issue is appropriately resolvedContribute to support documentation, internal knowledge resources, client communications and process improvements that reduce repeat enquiries and improve the FYDO Clinic user experienceWork collaboratively with the broader Delivery, Product and Development teams,



share knowledge and remain current with FYDO Clinic releases, workflow changes, internal procedures and relevant medical-practice administration and billing processesAbout youMinimum of three years' experience working within a specialist medical practice, with hands-on responsibility for doctor billing and claiming, including following up rejected and unpaid claims directly with Medicare, DVA and private health fundsWorking knowledge of specialist billing and claiming, including Medicare, DVA (Veterans), ECLIPSE and in-hospital claiming, and health fund gap scheme (no-gap and known-gap) and non-scheme billingExcellent phone manner and transparent written communication, with the ability to explain system and billing processes in plain, practical terms to people with different levels of system and billing knowledgeStrong questioning and listening skills: able to work out the outcome a client needs, rather than simply actioning the request as asked, and steer them to the right solutionAbility to investigate problems methodically, identify likely causes and document findings accuratelyStrong organisation, prioritisation and follow-up skills, including the ability to manage multiple open support enquiries without losing ownershipConfidence learning software systems and understanding how system configuration affects practice, billing and claiming workflowsHigh level of accuracy and attention to detail, together with the ability to work independently in a remote environment while remaining connected and collaborative with the broader teamPrevious experience using FYDO, particularly FYDO Clinic, or supporting other practice management software, is favourable
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📌 Clinic Support Officer (Adelaide)
🏢 Altura Health
📍 Adelaide