Practice Manager – Paediatric Hearing & Allied Health

Our client is an Australian paediatric hearing services business that assesses children's hearing across clinic, school and home-visit settings, and delivers a growing program of hearing screenings in schools across NSW (expanding to 30–40 schools next year). Billing is mostly through Medicare and private patients, with a small but growing number of NDIS-funded families. The business is led by its Practice Owner, who this role reports to directly, supported by a small team of audiologists and casual screeners.

• A full-time Practice Manager role — in Australian healthcare, this sits above a medical receptionist, owning the administrative and operational back end of the clinic (patient and referral administration, reporting, scheduling and compliance) rather than front-desk reception duties.

• The role is split across two core areas: day-to-day patient and referral administration in the practice's patient management system, and end-to-end coordination of the school hearing screening program — from first enquiry through to the results summary sent back to each school.

• This role is trusted with genuinely confidential information — referrals, clinical reports, Medicare and patient details, and student data — so accuracy and discretion matter on every task, not just the obvious ones.

• This role is not asked to just follow instructions — it's expected to review its own work, ask questions, and genuinely learn a process once rather than needing it re-taught.

• Day to day, this role works independently across several systems (a patient/practice management system, Excel, Outlook, Canva, SharePoint) and will regularly hit things that don't quite fit the standard process — a missing referral, a doctor not yet in the system, a parent's booking details not matching their child's. The right person investigates and resolves what they can before escalating, rather than deferring every question upward.

• There's a lighter, ongoing layer of practice support on top of this — scheduling and rostering audiologists and casual screeners, social media content, SOP updates and compliance record-keeping — that adds variety without taking priority over the patient and school-screening workload.

To independently and accurately manage patient and referral administration, and to coordinate the school hearing screening program end to end — on schedule, with genuine attention to detail and confidentiality — while escalating only genuine exceptions rather than routine questions.

• Upload doctor referrals to the correct patient profile, and create new patient records directly from an incoming referral

• Create new doctor contacts in the system, sourcing correct details from the referral or the practice's website

• Send completed clinical reports to doctors and parents once clinicians have finished them, and prepare clinician letters, including uploading the relevant audiogram

• Keep patient profiles accurate and complete — correct formatting, Medicare details and contact information

• Manage enquiries from prospective schools and keep a database of contacted, interested, confirmed and declined schools

• Reach out to returning schools each year to confirm the following year's screening dates, and manage the confirmation, flyer, e-contract and parent-broadcast process for each

• Maintain the school screening schedule and prepare each school's screening list ahead of time, sending reminders at one month, two weeks and one day before the visit

• Support the day of the screening visit remotely, including flagging any new bookings that come through

• Process each school's PASS/REFER results after the visit, prepare the summary report, and update the master database

• Schedule and roster audiologists and casual screeners across clinic, school and home-visit services

• Maintain accuracy across the practice management system, Excel trackers and the practice's master database

• Support updates to SOPs and clinic guides, and help keep the staff compliance register (working with children checks, first aid, insurance, equipment calibration) current

• Coordinate university clinical placement enquiries — sending the clinical handbook and information to new students and organising an introductory call

• Help produce 2–3 educational social media posts per week aimed at schools and parents, and support content scheduling

• Ask a specific, informed question rather than guessing or defaulting to escalation — investigate first using the available data and SOPs

• Recognise the difference between an inbound referral (confidential, internal use only) and an outbound report (requires parent consent to share) and handle each correctly

• Own a mistake immediately and follow the correct process rather than hoping it goes unnoticed