Patient Services Coordinator – Medical Administration (Title: Client Experience Liaison)

Bondi Junction, on-site, full-time, permanent | $69,000 + super

About Dokotela

Dokotela is a national telepsychiatry service making specialist mental health care accessible to patients across Australia. Our psychiatrists and patients usually connect via telehealth, while our internal team works together on-site in Bondi Junction. We take care of the details so patients get timely, high-quality care.

About the role

We’re growing and adding two people to our operations team. As a Client Experience Liaison, you’ll keep the patient journey running smoothly from referral to appointment. You’ll triage referrals, manage bookings, support our specialists and keep patient files accurate.

We’re a close team and everyone pitches in. Once trained, you’ll be able to step into different roles across operations as needs change.

What the job involves

Your main focus will be referrals, scheduling, patient and specialist support and patient files. You’ll also be trained on our Client Services phone line. When call volumes are high, or the team is short, you’ll help answer calls, which can mean a busy day of 40–50 calls.

Many of our patients are seeking mental health support, and some callers may be distressed. We’ll give you training, clear escalation procedures, and a team to support you.

Key Responsibilities

Appointment & Referral Management

- Triage incoming referrals for eligibility and completeness.
- Send SMS booking links and assist patients in scheduling appointments.
- Manage cancellations, reschedules, and confirm appointments to maximise attendance.
- Perform daily checks to ensure readiness for upcoming clinics.
- Support specialists to ensure they have everything they need going into appointments.

Patient and Specialist Communication

- Support specialists with their schedules and appointment books, general questions, and making sure each patient is ready and able to connect.




- Contact patients and specialists to confirm or obtain information.
- Respond to patient emails, SMS and enquiries within service timeframes.
- Send reminders for pathology, intake calls and updated referrals.
- Help patients access and complete pre-appointment forms.
- Provide backup on the Client Services phone line during busy periods, handling calls professionally and with empathy.

Documentation & File Management

- Upload and accurately assign referrals, forms, and approval letters to patient files.
- Maintain and update patient records within Dokotela's practice management system.
- Action flagged errors in reports and ensure corrected documentation is reissued.

Collaboration & Continuous Improvement

- Work closely with team members to prioritise tasks and manage workload effectively.
- Be trained across Client Services and other operational roles and step in wherever you’re needed, whether that’s phones, referrals, billing, bookings or specialist support.
- Identify and escalate issues impacting patient experience.
- Participate in process improvement initiatives to enhance service quality and efficiency.

About You

- Flexible and happy to switch between tasks and roles as priorities change.
- Comfortable on the phones, including busy periods with high call volumes.
- Excellent organisation, time management and attention to detail.
- Clear and professional communication, both written and verbal.
- Empathetic and patient-focused approach to interactions.
- Comfortable using practice management systems and digital workflows (we use Best Practice, Automed, and Microsoft Office)
- Minimum of 6 months experience in healthcare administration (desirable)
- Year 12 completion or equivalent qualification required.
- Tertiary qualification in Psychology, Social Work or related (desirable)

Why Join Dokotela?

- Contribute to improving access to mental health care across Australia.
- Supportive team culture with ongoing opportunities for development.
- Be part of an innovative and rapid-growing telehealth organisation.

📌 Patient Services Coordinator – Medical Administration (Title: Client Experience Liaison) (Sydney)
🏢 Dokotela
📍 Sydney