Most of our families find us after years of being let down - Specialist who failed to provide answers, therapies that didn't work, a diagnosis with no real path forward. By the time they call, they're exhausted and frustrated - but quietly hopeful that our practice is the missing piece to their puzzle.

You're the person who meets them there: the warm voice on the first call, the follow-up they didn't expect, the reason a hopeful consult becomes a family that stays.

This Is Life is a Neurologically-Focused Paediatric, Prenatal and Family Chiropractic practice on the Gold Coast, led by Dr Ashley Campbell-Bird (40 years in practice) and Michaela Menichelli - built from scratch after a move from Melbourne, into one of the country's most trusted practices in under two years, with families travelling from across Australia to undergo care in our practice.

What you'll own:

- The warm first face and steady voice for patients at every stage of their care journey
- Driving recent patient conversion - from first enquiry through to committed care plan
- Keeping patients on track with their care through proactive and genuine care and follow up
- Running scheduling and financial coordination with ownership and precision
- Leading day-to-day administrative operations so the clinical team can focus purely on patients

This role is not for you if:

- You want a job you can coast through
- You'd rather follow a script than actually solve someone's problem
- You're filling time between other plans, not building a career
- Attention to details and follow-through aren't really your thing

This is exactly your kind of role if:

- Are naturally nurturing, empathetic, organised,



driven and energised by solving problems for people
- Can hold a room, a phone call and a schedule at once - without compromising a single detail
- Are forward thinking, adaptable and a passionate team player
- Want a career you can build inside a mission you actually believe in

The advantages:

- Competitive and rewarding salary with income reviews that align with the growth of the practice
- Complimentary Neurologically-Focused Chiropractic care
- Real mentorship inside one of Australia's most heart-centred and experienced teams in this space
- Professional growth inside a rapidly expanding practice
- An "All In", supportive team culture focused on excellence and purpose-driven impact

Full Job Description

Role Overview

We're hiring a dedicated, compassionate Patient Experience Support Care Advocate and Administrative Team Leader. This role executes the day-to-day operational elements that create exceptional patient experiences across every stage of the care journey - frontline patient interaction, care plan adherence, new patient integration, and administrative excellence.

Key Responsibilities

In-Practice Patient Experience Excellence

- Deliver welcoming, professional, caring interactions at every touchpoint as the primary face of the practice




- Monitor patient satisfaction through direct observation, formal and informal feedback
- Provide immediate support and resolution for patient concerns
- Create positive first and lasting impressions for every patient

Care Plan Compliance & Support

- Support patient adherence through proactive communication, education reinforcement and accountability follow-up
- Conduct patient check-ins on care progress; send appointment reminders and follow-ups
- Track attendance and elevate compliance concerns
- Coordinate with the clinical team on patient progress and barriers to care

New Patient Coordination & Follow-Up

- Coordinate the new patient journey from first enquiry through to care plan commitment, maintaining a healthy consult-to-conversion rate
- Run welcome protocols, onboarding and appointment scheduling
- Conduct systematic follow-up calls post-consultation
- Support conversion through authentic education and genuine care - never pressure

Financial ROFs (Report of Findings) Support

- Prepare patients for financial consultations; coordinate ROF scheduling and confirmations
- Process financial agreements and payment arrangements
- Follow up on financial questions and help patients understand their payment options

Patient Scheduling Excellence

- Manage scheduling with excellence - optimising the clinical team's schedule while accommodating patient needs
- Handle changes, cancellations and rescheduling; monitor and proactively fill schedule gaps

Office Support & Administrative Excellence

- Maintain an organised, professional practice setting across reception, waiting room, adjusting and scan roo

📌 Patient Experience Team Leader (City of Gold Coast)
🏢 This Is Life
📍 City of Gold Coast