Operations Coordinator (Healthcare Exp - Patient Support) - WFH / Dayshift

The Operations Coordinator will provide flexible patient coordination, operational and executive support across the business. The role will initially have a strong focus on patient enquiries and home sleep study coordination, while progressively supporting broader operational priorities, executive requirements, process improvement and business initiatives as needs evolve. This position requires a sharp, proactive and resourceful all-rounder with strong judgement, initiative and the ability to confidently step into different areas as required.

 

• Contact new patient enquiries and provide a welcoming, professional and supportive experience
• Assess patient enquiries against established eligibility and service suitability criteria using approved scripts and processes.
• Guide patients through required screening questions and assessments relating to home sleep study eligibility.
• Explain the home sleep study process clearly and assist suitable patients with booking their study.
• Coordinate patient bookings and ensure required information is accurately recorded and progressed through the appropriate workflow.
• Follow up patients by phone, email or other approved communication channels as required.
• Support patients in understanding booking requirements, communications and next steps throughout their journey.
• Build positive patient relationships and support suitable patients through the sleep study process and toward ongoing treatment where appropriate.
• Maintain accurate and complete patient, enquiry and activity information within HubSpot and other relevant systems.
• Provide general operational and administrative support as business priorities and requirements change.
• Provide executive and administrative support to the Managing Director as required.
• Support broader business initiatives and the Managing Director’s consulting activities as required.
• Take ownership of varied tasks, follow-ups and business requirements and proactively progress them with appropriate guidance.
• Coordinate information, actions and follow-ups across relevant internal and external stakeholders.
• Identify operational gaps, recurring issues and inefficiencies and suggest practical solutions or improvements.
• Support improvements to patient, administrative and internal workflows as operational needs evolve.
• Develop working knowledge of HubSpot, CRM workflows, automation and other relevant business systems.
• Research systems, automation and AI tools where useful and provide practical suggestions for improving efficiency and communication.
• Assist with reducing repetitive manual administration and support the implementation of appropriate process improvements.
• Adapt to changing priorities and provide support across different areas of the business where additional coordination or assistance is required.
• Other position-level duties as they arise.

The Operations Coordinator will provide flexible patient coordination, operational and executive support across the business. The role will initially have a strong focus on patient enquiries and home sleep study coordination, while progressively suppor...

• Previous experience in operations coordination, service coordination, executive support, healthcare administration, customer service, client support or a similar coordination-focused role is essential.

• Excellent written and spoken English communication skills are essential.
• Demonstrated track record of achievement, initiative and successfully following responsibilities through to completion is essential.
• A sharp, proactive and resourceful approach, with strong common sense and practical judgement, is essential.
• Ability to work independently, take ownership and progress tasks without requiring detailed step-by-step direction is essential.
• Adaptability and willingness to take on varied responsibilities and respond to changing priorities are essential.
• Strong interpersonal skills and the ability to build trust and rapport with patients, colleagues and stakeholders are essential.
• Ability to communicate professionally and empathetically with patients across phone and written communication is essential.
• Ability to follow established scripts, eligibility criteria, workflows and assessment processes accurately is essential.
• Strong attention to detail and accuracy when maintaining patient, enquiry and business information is essential.
• Strong organisational and time-management skills, with the ability to manage enquiries, bookings, follow-ups and changing priorities, are essential.
• Strong problem-solving skills and a practical, solutions-focused approach are essential.
• Genuine interest in business systems, workflow improvement, automation and AI, with a willingness to learn and apply new tools in practice, is essential.
• Previous experience using HubSpot or another CRM platform is highly regarded.
• Experience supporting process improvement, workflow documentation, automation or business systems initiatives is highly regarded.
• Previous executive support or healthcare and patient-facing experience is highly regarded