Receptionist & Administrative VA (Additional Support Role) – ACTIVE

Job Application Code: 003798SW (add this to the application form)

Shift: Full Time, Monday to Friday, 7:30am to 4:30pm Brisbane time, including a 1-hour unpaid lunch break.

Role Overview:

Sarah is the Operations Manager at an Australian allied health provider operating in a compliance-driven industry, managing sensitive client data across both digital and in-person channels. She’s looking for a Receptionist & Administrative VA to provide additional support alongside the existing VA on the team.

One support person currently covers roughly nine clinicians, and the preferred maximum is seven, so this role exists to help bring that ratio down and share the workload. You’ll be working closely with the existing VA and using the same systems and software.

Primary Mission

Take ownership of reception and day-to-day administrative support so the Operations Manager and wider team have a reliable second pair of hands – handling calls, CRM updates, scheduling and ad hoc admin without things slipping.

Key Responsibilities

Reception (Priority)

• Handle inbound and outbound receptionist calls, against a shared volume of up to approximately 1,200 calls per month across the support team.
• Use the AirCall phone system for client and internal calls.
• Provide courteous, calm and efficient customer service.
• Action every call outcome in the system before closing the interaction, including cancellations, rebookings and callbacks.

Administrative & Executive Support

• Provide day-to-day administrative assistance to the Operations Manager and the wider team.
• Schedule meetings, manage calendars and coordinate appointments.
• Maintain CRM records, including adding and updating client information.
• Handle basic email management, document organisation and task tracking.
• Support invoicing and billing enquiries as required.

Ad Hoc Support

• Pick up ad hoc tasks as they arise, for example data entry into spreadsheets when the existing VA is occupied with rostering.
• Provide cover and overflow support across the support team.

Reporting & Coordination

• Submit a daily End of Day report summarising completed tasks and priorities for the next day.
• Maintain clear communication with both the client and the OA account management team.
• Collaborate closely with the internal design, admin and IT support teams.

Required Skills

• Comfortable managing a high volume of phone calls, many of them with older Australians – a high level of compassion and patience is essential.
• Most calls relate to capacity enquiries and often involve similar questions phrased in different ways, so the ability to understand nuance and respond appropriately is essential.
• Comfortable with significant administrative work, including adding clients to the CRM, booking appointments and managing invoicing and billing enquiries.
• Adaptable and flexible, able to switch between reception and admin work as priorities shift.

Nice to have:

• Prior experience in Aged Care and/or NDIS.

Who This Role Suits

• Reads the full enquiry and identifies the actual question being asked, even when it’s phrased several different ways.
• Asks for clarification when a request is unclear, rather than proceeding on an assumption.
• Owns a task from start to finish, and follows through on every action a response commits to – not just the reply itself.
• Comfortable learning from a peer as well as from a manager, and raises questions the same day rather than sitting on them.
• Patient, compassionate and calm on the phone, especially with older clients.

What Success Looks Like

• Calls are handled promptly and courteously, with every outcome actioned before the interaction closes.
• CRM records, scheduling and invoicing/billing enquiries are kept accurate and up to date.
• The workload is genuinely shared with the existing VA, bringing the clinician-to-support ratio down.
• Daily End of Day reports are submitted on time and priorities are clear for the next day.
• The Operations Manager and wider team can rely on this role without needing to double-check the work.