Medical Reception & Administration Virtual Assistant (Best Practice / BP Premier)

We're seeking a reliable and experienced Medical Reception & Administration Virtual Assistant to support a busy Australian general practice. The clinic supports several hundred patients per month, with plans to scale substantially, and currently relies on limited on-site reception capacity. This role strengthens the two areas under the most operational pressure — patient call management and payment processing — while handling appointment booking and records management within Best Practice (BP Premier).
This role is deliberately administrative rather than clinical: no nursing or clinical judgement is required, and clinical questions are escalated to the practice team. Volume, accuracy and patient confidentiality are the measures of success — every call answered professionally, every payment processed and reconciled correctly, and every record kept clean as the clinic grows.
Key Responsibilities
Patient Calls & Appointment Booking
Answer inbound patient calls promptly and professionally in a high-volume environment, managing multiple calls at once
Book, reschedule and cancel appointments for doctors in Best Practice (BP Premier)
Send appointment confirmations and reminders to reduce no-shows
Handle routine patient enquiries and escalate clinical questions to the practice team
Return missed calls and messages so no patient contact is dropped
Recall & Follow-Up Management
Maintain and update patient recall systems in Best Practice (BP Premier)
Contact patients due for follow-up appointments or test results
Ensure recalls are completed and documented properly
Payment Processing & Telehealth Coordination
Ensure telehealth appointments are paid (e.g. via HotDoc) prior to consultation, and follow up patients who have not completed payment
Process patient payments accurately at or after consultation
Follow up failed, declined and outstanding payments with patients
Reconcile payments against appointments and flag discrepancies
Keep billing records complete, accurate and up to date
Prepare routine payment and outstanding-balance reports for the practice team
Records Management & Practice Administration
Create and maintain accurate patient records and details in Best Practice (BP Premier)
Upload, scan and file referrals, documents and clinical correspondence to the correct patient files
Check records for missing or inconsistent information and correct them
Monitor and respond to patient enquiries via email
Support the on-site receptionist and practice team with overflow administrative tasks
What We're Looking For
Strong experience using Best Practice (BP Premier) — essential
Experience working in Australian GP clinics or high-volume medical practices
Familiarity with HotDoc bookings and payments (or similar telehealth payment platforms)
Excellent spoken and written English with a confident, professional phone manner
Proven experience handling high call volumes in a customer service or reception role
High accuracy processing payments and handling billing follow-ups
Strong attention to detail when managing patient records and data
Strong understanding of confidentiality, privacy and data security obligations
Reliable, organised and able to keep pace in a fast-growing environment
Desirable
Prior experience in medical reception, patient billing or clinic administration
Experience supporting a telehealth or high-volume appointment-based clinic
Familiarity with Australian medical billing and payment workflows
What Success Looks Like
Fewer missed calls and improved patient communication
Recalls consistently managed and up to date
Telehealth payments completed before appointments
Payments processed and reconciled accurately
Reduced workload for the on-site reception team
Smooth daily operations as the clinic scales
Working Arrangement
Fixed schedule - Part-time, approximately 30 hours per week, remote (Philippines-based).

Work arrangement
Yes