Job Description
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Remote | Full-time | Australian Mental Health Company
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About Us
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We are a fast-growing Australian mental health company focused on providing high-quality care and making the patient experience as simple as possible.
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You'll work alongside local & offshore admin, doctors and therapists
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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.
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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.
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The Role
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This is a senior, hands-on admin role with a strong focus on
team leadership, training and onboarding
.
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You'll become one of the main points of support for our admin team.
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When someone doesn't know how to handle something, you help them work it out. When a current 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.
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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.
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A major part of your role will also be identifying where staff are struggling and helping them improve through practical training, feedback and coaching.
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Responsibilities
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Help lead and support the day-to-day admin team
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Be a first point of contact for admin questions and problems
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Coordinate onboarding and administrative training for new admin & clinicians
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Train staff on SOPs, systems and internal processes
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Handle initial patient complaints and escalations where appropriate
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Review staff performance and identify training gaps
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Provide practical coaching,



feedback and roleplays to improve patient communication, sales and customer service
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Keep training resources and SOPs practical and up to date
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Training & Performance
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Training is a major part of this role.
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We don't want someone who simply sends a new employee an SOP and considers them trained.
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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.
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This applies across:
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Admin systems and SOPs
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Customer service and complaints
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Sales and lead handling
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Phone, email and SMS communication
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We care about
competence, not training completion.
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Leadership & Escalations
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You'll sit between the broader admin team and the 2IC for many day-to-day issues.
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We want someone who can use good judgement to determine:
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Can I solve this? → Do I need more information? → Does this genuinely need the 2IC?
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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.
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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.
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Who This Is For
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You may be a strong fit if you:
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Have experience leading, supervising or training admin/customer service teams
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Can onboard someone from new starter to independently competent
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Are confident handling difficult conversations and patient complaints
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Have good judgement about when to solve something yourself versus elevate
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Take ownership without needing constant prompting
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Are comfortable holding others accountable
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Are highly organised and good at keeping track of open tasks
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Are comfortable in a fast-moving business where systems and processes regularly change
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Experience in
healthcare, customer service or training phone-based teams
is also highly regarded.
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What This Role Is Not
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This is not purely a Training role.
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It is also not a traditional Admin role.
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You'll be
hands-on within the admin team
, while taking additional responsibility for leadership, training, onboarding, performance and first-line escalations.
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We need someone who sees a problem and thinks
"How do we solve this?"
rather than immediately passing it upwards.
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Use of AI
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We use AI heavily across the business.
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You should be comfortable using tools such as ChatGPT for research, problem-solving, drafting, quality checking and improving workflows.
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We also use AI to help review staff performance and identify opportunities for coaching.
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AI should help you make better decisions and train people more effectively -
not replace your judgement.
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Work Arrangement
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This is a
full-time remote role
working closely with our Australian team.
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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.
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There is significant opportunity for the role to grow as the company and admin team expand.
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#J-*****-Ljbffr

📌 Senior Administrator & Training Lead (Melbourne)
🏢 Important Company of the Sector
📍 Melbourne