Executive Assistant / Operations Coordinator

Engagement: Full-time, 40 hours/week, ongoing
Hours: Monday to Friday; shifts may be split and must flex around varying clinical hours in Melbourne / AEST
Location: Remote, supporting a Melbourne-based private practice
Reports to: Founder and Specialist Women's Health GP
Supports: The practice and the Founder personally

About the Practice

Our client is a boutique private women's health practice based in Melbourne, specialising in perimenopause, menopause, PMDD, and women's hormonal health. The practice is currently a small, solo-physician clinic, with a second doctor joining and further growth planned. It is built around a philosophy of slow, whole-person medicine.

This is not an acute or high-volume service, nor does it operate like a busy bulk-billing clinic. Precision, warmth, discretion, and patient care are valued far more than speed or volume. The right person will understand the difference between a high-volume clinical environment and a considered, relationship-led private practice.

The Role

Our client is seeking a meticulous and proactive Executive Assistant to act as an all-in-one Operations Coordinator, combining elements of practice management, bookkeeping, and personal executive support. This is a genuine right-hand role supporting both the practice and the Founder directly, including personal support on non-clinical days.

Patient bookings are largely handled through AI and self-service systems, so this role is less focused on appointment-taking and more focused on managing exceptions, relationships, finances, and the many operational details that keep a boutique practice running smoothly. Above all, this role requires exceptional attention to detail and absolute discretion when handling sensitive patient information.

Key Responsibilities

Bookkeeping & Finance
Manage day-to-day bookkeeping in Xero, including retrospective or catch-up bookkeeping for prior months
Complete reconciliations, invoicing, and expense tracking
Follow up outstanding patient payments and initiate payments through online platforms
Liaise with the practice accountant as required

Patient & Practice Coordination
Manage patient queries that fall outside the AI or self-service system with warmth and timeliness
Confidently answer non-clinical FAQs, including fees, appointment logistics, expectations, and preparation requirements
Defer all clinical questions to the practitioner
Check the practice inbox multiple times daily, including emails, AI system messages, and other communication channels
Respond to or route messages promptly and accurately
Send recalls, reminders, and results-related follow-ups with strong attention to detail
Relay doctors' instructions and follow-up actions to patients clearly and accurately
Manage doctors' working days and availability and communicate these clearly to patients
Manage and regularly update the patient waitlist
Handle incoming faxes and correspondence, including scanning, filing, and attaching documents to the correct patient record
Keep digital files organised and accurate
Monitor and triage practitioner inboxes, actioning or routing items promptly and flagging anything clinical to the relevant doctor
Call specialists, clinics, pathology providers, and imaging providers on behalf of the practice
Coordinate referrals and inter-clinic communication

Communication & Internal Coordination
Act as a reliable point of contact between the Founder, associate doctor, and future team members
Manage internal communications, reminders, and staff scheduling
Maintain a confident and professional telephone manner with patients, specialists, and external providers
Draft clear, accurate, and professional written correspondence

Social & Community Engagement
Monitor the practice's social channels and website once or twice a week
Respond to patient questions and FAQs where appropriate, while deferring clinical matters to the practitioner
Flag any social, website, or patient engagement matters requiring attention
Initiate and suggest community engagement ideas
Support social media management where needed; experience is desirable but not essential, with training available

Personal Executive Assistant Support
Provide diary, travel, and personal administration support to the Founder, particularly on non-clinical days
Coordinate personal appointments, bookings, reminders, and other administrative tasks as required

Essential Requirements

Demonstrable high-level attention to detail; this is non-negotiable
Proven Xero bookkeeping experience, including catch-up or retrospective bookkeeping
Excellent written and verbal English communication skills
Warm and professional telephone manner
Proficiency in Microsoft Office, including Word, Excel, and Outlook
Tech-savvy and quick to learn new systems and platforms, including practice management systems and CRM tools
Flexibility around shifting and split working hours
Strong understanding of patient confidentiality, privacy, and sensitive data handling

Desirable Experience

Medical, allied health, or healthcare administration background
Familiarity with Halaxy or comparable practice management software
Social media management experience
Experience supporting a small, boutique, or private practice environment

Who We Are Looking For

Our client is looking for someone precise, proactive, calm under pressure, and highly reliable. The ideal candidate anticipates needs rather than waiting to be asked, takes genuine ownership of accuracy, and communicates honestly when something is not right.

Because the practice handles sensitive women's health information, accuracy, confidentiality, and care are critical. A single misdirected message or overlooked detail can have significant consequences, so reliability and discretion are essential.

This is a relationship-led practice, and the successful candidate should reflect that same level of care, professionalism, and attention in every patient, provider, and team interaction.