About Us
Allied Therapeutic Services (ATS) is a leading multidisciplinary allied health provider dedicated to helping North Queenslanders learn, grow, and thrive, their way. With a passionate team of over 50 professionals across Townsville, Cairns, Mackay, and Ayr, we pride ourselves on delivering innovative, evidence-based care that puts the client first.
At ATS, our core values of Excellence, Passion, Integrity, and Collaboration guide everything we do. We believe that behind every great clinical outcome is a strong foundation of quality and safety.
The Role
The Senior Administration Officer is the welcoming face and organisational backbone of an ATS clinic. This role delivers a warm, professional first impression; manages reception, enquiries and referrals; working calmly at a fast pace to ensure all our clinician's calendars are fully supported and maintains accurate client data. The role is comfortable to communicate clearly with clients in person, by phone and by email to obtain client data and clients access to appointments as quickly as possible. This often means continually moving calendars and managing and staying on top of client service agreements. Exceptional client service is essential, remembering our clients include vulnerable aged care persons, children's and families and also our internal clients being our clinicians. By ensuring front‑of‑house efficiency and data integrity, the role supports exceptional client experiences and clinician productivity.
Key Responsibilities
Scheduling & Calendar Support
* Drive clinician calendar optimisation, ensuring utilisation targets are met or exceeded for our clinicians and our clients get earliest possible support.
* Manage cancellations and proactive rescheduling of appointments to optimise the calendars and get all clients required supports.
* Proactively identify scheduling challenges and resolve conflicts independently.
* Anticipate clinic resource needs, including room bookings and equipment availability.
Reception & Customer Service
* Act as a trusted, professional first point of contact for clients, carers, visitors, and callers, delivering culturally safe, empathic interactions.
* Manage high-volume enquiries and referrals with independence, ensuring prompt, accurate resolution.
* Handle escalated or sensitive enquiries requiring discretion and advanced problem-solving.
Referral & Enquiry Management
* Triage complex referrals and funding pathways, ensuring accuracy and efficiency in Splose (CRM system) within required timeframes.
* Oversee intake documentation and ensure compliance with funding and consent requirements.
* Mentor junior admin staff in referral processes and data integrity.
Client File & Data Integrity
* Ensure clinic-wide data accuracy and compliance across all systems.
* Maintain confidentiality of all client information.
* Monitor documentation standards and proactively identify gaps or errors.
* Escalate compliance risks to Compliance Officer and implement corrective actions.
Finance & Point-of-Service Transactions
* Oversee EFTPOS and receipting processes, ensuring consistency and compliance.
* Monitor and reconcile daily financial transactions, reporting any anomalies.
General Administration & Clinic Operations
* Timely preparation and management of service agreements, liaising with clinicians for times and clients for signing well in advance of appointments. Being comfortable to explain and ensure clients fully understand the content of service agreements.
* Procurement of office supplies, consumables, and resources, balancing cost-efficiency with clinic needs.
* Provide reliable leave coverage across administration roles with minimal supervision required.
About You
You're an experienced, proactive administration professional who thrives in a fast-paced clinic environment and takes pride in delivering exceptional client service. You're warm, confident and culturally safe in your communication, able to support vulnerable clients and families with empathy while also keeping clinicians moving and productive. Highly organised and detail-driven, you can juggle complex scheduling, referrals and service agreements, anticipate problems before they escalate, and maintain accurate, compliant client data across systems. You use sound judgement with sensitive matters, handle high-volume enquiries calmly, and enjoy mentoring others to lift team capability - because you know great outcomes start with a strong front-of-house foundation.
Qualifications and Requirements
Essential
* Minimum 3 years' experience in healthcare, NDIS, aged care, or allied health administration.
* Proven ability to independently manage complex administrative functions in a busy clinical environment.
* Advanced client service skills, including conflict resolution and management of sensitive enquiries.
* Strong knowledge of client management systems (Splose highly regarded).
* Current Blue Card (Working with Children) and Yellow Card (NDIS Worker Screening) or ability to obtain.
Desirable
* Certificate IV (or higher) in Business Administration, Practice Management, or related field.
* Strong understanding of NDIS and aged-care funding pathways and compliance requirements.
* Demonstrated mentoring or leadership capacity.
Benefits
* Join a dynamic team that celebrates "Growing Together".
* We value work-life balance and offer flexible arrangements to suit your life.
* Opportunity to work in a supportive and dynamic team.
* Competitive remuneration based on experience.
* Making an impact by ensuring our clinicians can focus on what they do best - changing lives.