Job Description

Key responsibilities n

Provide responsive, skilled support to FYDO Clinic clients by phone and email, taking ownership of enquiries through to resolution or appropriate escalation

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Investigate client questions and reported issues by understanding the practice workflow, reproducing the problem where possible and gathering the information required for effective troubleshooting

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Guide users in the correct use of FYDO Clinic functionality, including patient administration, appointments, doctor billing, receipting, claiming and related GP and specialist practice workflows

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Assist 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 functionality

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Explain processes clearly and practically, adapting communication to the client's level of system knowledge, billing experience and practice workflow

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Identify when an enquiry is a training need, configuration issue, workflow question, defect or development request and progress it through the correct internal process

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Escalate technical or product issues with clear, complete information, including relevant examples and investigation findings, so that Development, Product or other internal teams can investigate efficiently

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Maintain accurate support records, notes and follow-up actions and ensure clients are kept informed until their issue is appropriately resolved

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Contribute to support documentation, internal knowledge resources, client communications and process improvements that reduce repeat enquiries and improve the FYDO Clinic user experience

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Work 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 processes

About you n

Minimum 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 funds

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Working 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 billing

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Excellent phone manner and clear written communication, with the ability to explain system and billing processes in plain, practical terms to people with different levels of system and billing knowledge

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Strong 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 solution

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Ability to investigate problems methodically, identify likely causes and document findings accurately

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Strong organisation, prioritisation and follow-up skills, including the ability to manage multiple open support enquiries without losing ownership

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Confidence learning software systems and understanding how system configuration affects practice, billing and claiming workflows

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High 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 team

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Previous experience using FYDO, particularly FYDO Clinic, or supporting other practice management software, is favourable

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📌 Clinic Support Officer (Sydney)
🏢 Altura Health
📍 Sydney