Patient Experience Team Leader

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 new 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 benefits:

• 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 environment across reception, waiting room, adjusting and scan rooms, and storage
• Support inventory management, patient communications, and special projects or events

Key Qualities & Skills

• Naturally enthusiastic, empathetic, professional and purpose-driven
• Calm under pressure, energised by serving people and working with kids
• Exceptional interpersonal and communication skills
• Detail-oriented with high accuracy in patient interactions and admin
• Tech-savvy and systems-minded
• Proactive problem-solver with a customer-first mindset
• Strong organisational skills; comfortable managing complex scheduling and multiple functions at once
• Aligned with our mission of delivering world-class Neurologically-Focused Chiropractic care for families

What We Do

At This Is Life, Gold Coast, we're transforming the health of kids and families through Neurologically-Focused Chiropractic care. Led by Dr Ashley Campbell-Bird, with 40 years in practice. Our team of Doctors and care advocates are heart-centred and deeply committed to delivering world-class healthcare. Families travel from across Australia for the care we provide, and our care advocates are a core part of why families stay.

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