Job Description

Excellent patient service starts with a outstanding team. n

We’re looking for a Patient Access & Administration Manager to lead O-health’s A-team—developing people, improving systems and helping patients access the care they need. You’ll own the department, have the authority to make decisions and be part of our management team.

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This is a part-time leadership role, with 30 hours per week dedicated to managing and developing the team.

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You’ll bring experience leading a team in a busy service workplace, confidence coaching people and setting clear expectations, and strong ownership and follow-through. Healthcare experience is welcome, but isn’t essential.

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If you enjoy bringing out the best in people and making a busy workplace run well, we’d love to hear from you.

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Position title: Patient Access & Administration Manager

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Reports to: Business Operations Manager

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Direct reports: A-team

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Employment: Part time, 30 hours per week

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Award level: 9

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Remuneration: To be confirmed

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Compliance: Police Check, renewed every 3 years

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Effective date: To be confirmed

Role Allocation n

The position’s 30 hours per week are dedicated to leadership, people management, training, operational oversight and improvement.

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The Manager is additional to regular front-desk and administration coverage and is not routinely rostered to perform those duties. They may provide temporary coverage when required and when another A-team member cannot reasonably cover the gap.

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Where coverage demands repeatedly interrupt management responsibilities, the Manager is expected to identify the underlying issue and work with the line manager to resolve it.

What Success Looks Like n

Success means the Patient Access and Administration function operates reliably under the Manager’s leadership, with clear ownership,



capable people and consistent follow-through.

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- A-team members understand their responsibilities, service standards and decision rights, and confidently resolve routine matters within their authority.
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- Team members receive regular feedback, coaching and development. Capability, behaviour and performance concerns are addressed promptly.
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- Rosters, leave and absences are managed to maintain appropriate service coverage.
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- Required administration work is completed accurately and on time, with clear ownership and effective follow-up.
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- Enquiries, referrals, cancellations and available appointment capacity are managed consistently to support patient access and continuity of care.
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- Patients can access appropriate care easily and confidently, and appropriate enquiries and referrals convert reliably into bookings.
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- The A-team demonstrates sound financial understanding: payments are entered correctly, settlements are accurate, and outstanding accounts are followed up and managed consistently.
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- Patient service and facility presentation consistently meet agreed O-health standards.
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- Recurring problems are addressed at their cause, and routine matters are resolved within the team without unnecessary escalation.
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- The Manager brings explicit priorities, performance insights and proposed solutions to management discussions.
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These are ongoing expectations of the role. Initial onboarding milestones,



improvement priorities and measurable targets will be agreed separately and reviewed regularly.

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- Admin team leadership, development & performance
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- Patient access, continuity & capacity
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- Administration standards & execution
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Key Working Relationships nn
- A-team (direct reports)
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- Business Operations Manager
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- Clinical, Exercise Physiology and O-gym leadership
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- Growth & Engagement Manager
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- Clinicians and exercise professionals
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- Business Directors
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- Bookkeeper and relevant external contractors
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Experience & Capability n

The successful candidate should demonstrate:

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- Experience leading, supervising or managing people in a busy service environment;
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- Experience giving feedback, coaching and developing team members;
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- Confidence addressing underperformance and having difficult conversations;
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- Experience coordinating staff rosters and operational coverage;
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- Strong patient or customer-service experience;
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- Experience using operational systems, booking systems or practice-management software;
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- Comfort using simple performance information to identify and solve problems;
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- Sound organisational and administrative capability;
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- Strong ownership and follow-through;
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- Calm, practical judgement under pressure;
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- The ability to improve processes without creating unnecessary bureaucracy.
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- Healthcare or allied-health experience is desirable.
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The O-health Way n

All O-health team members are expected to be ambassadors for O-health and act in a manner consistent with our purpose:

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For the Patient Access & Administration Manager, this means creating an administration team that combines genuine human connection with high standards, professionalism, accuracy and accountability.

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Patients should feel known rather than processed.

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📌 Patient Access & Administration Manager (Albury)
🏢 O-health
📍 Albury