Clinic Support Officer

About the role

The Clinic Support Officer is responsible for providing responsive, knowledgeable support to FYDO Clinic clients, helping medical practices use the Clinic module effectively across their day-to-day administrative and billing workflows. The role supports GP and specialist practices with system questions, troubleshooting, doctor billing, claiming, receipting, patient administration and other Clinic functions.

The position plays an important part in ensuring clients receive clear, practical assistance, that issues are investigated thoroughly and progressed appropriately, and that recurring questions or workflow problems are identified and used to improve the client experience and internal knowledge.

Key responsibilities

• Provide responsive, professional support to FYDO Clinic clients by phone and email, taking ownership of enquiries through to resolution or appropriate escalation
• Investigate client questions and reported issues by understanding the practice workflow, reproducing the problem where possible and gathering the information required for effective troubleshooting
• Guide users in the correct use of FYDO Clinic functionality, including patient administration, appointments, doctor billing, receipting, claiming and related GP and specialist practice workflows
• Assist clients with system-related doctor billing and claiming enquiries, identifying where issues relate to workflow, configuration, billing setup, claim responses or the use of FYDO functionality
• Explain processes clearly and practically, adapting communication to the client's level of system knowledge, billing experience and practice workflow
• Identify when an enquiry is a training need, configuration issue, workflow question, defect or development request and progress it through the correct internal process
• Escalate technical or product issues with clear, complete information, including relevant examples and investigation findings, so that Development, Product or other internal teams can investigate efficiently
• Maintain accurate support records, notes and follow-up actions and ensure clients are kept informed until their issue is appropriately resolved
• Contribute to support documentation, internal knowledge resources, client communications and process improvements that reduce repeat enquiries and improve the FYDO Clinic user experience
• Work collaboratively with the broader Delivery, Product and Development teams, share knowledge and remain current with FYDO Clinic releases, workflow changes, internal procedures and relevant medical-practice administration and billing processes

About you

• Minimum of three years' experience working within a specialist medical practice, with hands-on responsibility for doctor billing and claiming, including following up rejected and unpaid claims directly with Medicare, DVA and private health funds
• Working knowledge of specialist billing and claiming, including Medicare, DVA (Veterans), ECLIPSE and in-hospital claiming, and health fund gap scheme (no-gap and known-gap) and non-scheme billing
• Excellent phone manner and clear written communication, with the ability to explain system and billing processes in plain, practical terms to people with different levels of system and billing knowledge
• Strong questioning and listening skills: able to work out the outcome a client needs, rather than simply actioning the request as asked, and steer them to the right solution
• Ability to investigate problems methodically, identify likely causes and document findings accurately
• Strong organisation, prioritisation and follow-up skills, including the ability to manage multiple open support enquiries without losing ownership
• Confidence learning software systems and understanding how system configuration affects practice, billing and claiming workflows
• High level of accuracy and attention to detail, together with the ability to work independently in a remote environment while remaining connected and collaborative with the broader team
• Previous experience using FYDO, particularly FYDO Clinic, or supporting other practice management software, is favourable