Client Services & Practice Coordinator – Allied Health in Brisbane

Lightner Centre Clinical Psychology – Paddington QLD

Are you someone who genuinely loves working with people? We are a busy and growing allied health practice in Paddington seeking an experienced Client Services & Practice Coordinator to join our team. This is much more than a reception or administration role. We are looking for someone with a strong customer service background who takes pride in creating an exceptional experience for clients, enjoys building genuine relationships, and has the organisational skills and confidence to manage the many competing priorities that come with working in a busy healthcare environment.

You will play an important role in our clients' experience from their first enquiry through to their ongoing care. Our clients come from a wide range of backgrounds and circumstances, and some may be navigating difficult or sensitive situations. You'll need to be comfortable having thoughtful conversations, responding with kindness, compassion and professionalism, and providing clear guidance and reassurance while maintaining appropriate professional boundaries.

Your responsibilities will include:

• Welcoming clients and creating a warm, professional and personalised experience;
• Building genuine, professional relationships with clients;
• Managing telephone, email and in-person enquiries with professionalism and compassion;
• Coordinating busy appointment diaries across multiple clinicians;
• Managing cancellations, rescheduling, waitlists and competing scheduling priorities;
• Assisting clients to navigate appointments, referrals, fees and administrative processes;
• Anticipating the needs of clients and clinicians and proactively addressing issues;
• Coordinating day-to-day office operations;
• Liaising professionally with GPs, specialists, insurers and other external stakeholders;
• Processing payments, invoices and relevant administrative documentation;
• Maintaining accurate and confidential client records;
• Supporting clinicians with administrative and practice-related requirements;
• Identifying opportunities to improve systems, processes and the overall client experience;
• Working collaboratively with the broader administrative and clinical team.

We are looking for an experienced customer service professional who thrives when there is plenty happening but never loses sight of the person in front of them. You may already work in allied health, medical reception or another healthcare environment, or you may come from hospitality, professional services or another high-touch customer service environment where relationship building, problem-solving and managing competing demands are part of your day.

You will ideally bring:

• Demonstrated experience in customer service, client services, reception, administration or practice coordination;
• Exceptional interpersonal skills and a genuine enjoyment of working with people;
• A naturally warm, kind and compassionate communication style;
• The ability to build rapport and maintain professional relationships with a diverse range of people;
• Excellent organisational skills and the ability to manage multiple competing priorities effectively;
• The ability to remain calm, organised and approachable when things get busy;
• Initiative and the confidence to recognise what needs to be done and take ownership of it;
• Strong problem-solving skills and the ability to make sensible decisions independently;
• Excellent written and verbal communication skills;
• Strong attention to detail and reliable follow-through;
• Confidence managing challenging or emotionally sensitive conversations;
• Good judgement and an understanding of privacy, confidentiality and professional boundaries;
• Confidence using technology and the ability to learn new systems quickly;
• The ability to work independently while contributing positively to a close-knit team.

For us, excellent client service isn't transactional. We want clients to feel welcomed, remembered and genuinely cared for when they interact with the practice. That means learning people's names, understanding their needs, communicating clearly, following through on what you've said you'll do, and recognising that sometimes a small act of kindness can make a significant difference to someone's experience.

What we offer:

• Competitive remuneration negotiated based on your experience, skills, agreed hours and working arrangement;
• A full-time position with flexibility to structure your hours across either 4 or 5 days per week;
• A central Paddington location;
• A varied position where you can take genuine ownership of client experience and practice coordination;
• The opportunity to work closely with a team of allied health professionals;
• A role where initiative, ideas and improvements are genuinely valued;
• The opportunity to contribute to how systems and processes operate rather than simply following them;
• The opportunity to build genuine relationships with clients rather than providing transactional customer service.