Client Experience Liaison

About Dokotela

Dokotela is a national telepsychiatry service providing accessible mental health care to patients across Australia. We focus on delivering quality, patient-centred care while supporting practitioners through streamlined operational and administrative processes.

Role Summary

As a Client Experience Liaison, you will support patients throughout their journey with Dokotela, managing a variety of administrative and patient-facing tasks to ensure a seamless experience. You will play a key role in appointment management, patient communication, and ensuring accurate documentation, contributing to Dokotela's commitment to timely, high-quality care.

This role will be on-site in our Bondi Junction offices.

Key Responsibilities

Appointment & Referral Management

• Triage incoming referrals for eligibility and completeness.
• Send SMS booking links and assist patients in scheduling appointments.
• Manage cancellations, reschedules, and confirm appointments to maximise attendance.
• Perform daily checks to ensure readiness for upcoming clinics.
• Support specialists to ensure they have everything they need going into appointments.

Patient Communication

• Answer high volume (40-50 calls per person, per day) of incoming calls on the Client Services line, assisting patients with enquiries in a professional and empathetic manner.
• Contact patients and/or specialists to confirm or obtain information.
• Respond to patient emails, SMS, and phone enquiries within service timeframes.
• Send reminders for pathology, intake calls, and updated referrals.
• Support patients with accessing and completing pre-appointment forms.

Documentation & File Management

• Upload and accurately assign referrals, forms, and approval letters to patient files.
• Maintain and update patient records within Dokotela's practice management system.
• Action flagged errors in reports and ensure corrected documentation is reissued.

Collaboration & Continuous Improvement

• Work closely with team members to prioritise tasks and manage workload effectively.
• Identify and escalate issues impacting patient experience.
• Participate in process improvement initiatives to enhance service quality and efficiency.

About You

• Excellent organisational and time management skills.
• High attention to detail and commitment to accuracy.
• Clear and professional communication, both written and verbal.
• Empathetic and patient-focused approach to interactions.
• Ability to multitask and adapt in a fast-paced virtual environment.
• Comfortable using practice management systems and digital workflows.
• Minimum of 6 months experience in healthcare administration (desirable)
• Year 12 completion or equivalent qualification required.
• Tertiary qualification in Psychology, Social Work or related is highly desired

Why Join Dokotela?

• Contribute to improving access to mental health care across Australia.
• Supportive team culture with ongoing opportunities for development.
• Be part of an innovative and growing telehealth organisation.