Front Office Manager

About the role

We're looking for a calm, organised and people-focused Front Office Manager to lead and support our reception and administrative team. Based at our Carina head office, this is a full-time, permanent position overseeing the front-of-house structure that supports our 13 clinics. You'll play an important role in keeping our day-to-day operations running smoothly and ensuring our patients, referrers, therapists and wider team receive a consistent and professional experience. This role is about creating structure, providing clear direction and building accountability, while maintaining the warm, welcoming environment that Hands On Hand Therapy is known for.

Key responsibilities

• Leading, supporting and developing our Front Desk Reception team
• Ensuring consistent phone, reception and front-of-house coverage
• Coordinating workflows across Reception, Administration and Surgeon Liaison
• Providing clear direction and support to the team throughout the day
• Overseeing diary accuracy, reception coverage and rostering updates
• Reviewing reception KPI and activity reports and addressing operational issues identified through these reports
• Supporting the team with more complex or sensitive patient matters
• Recruiting, onboarding and supporting new reception team members
• Ensuring processes and procedures are documented, organised and easy for the team to follow
• Identifying opportunities to improve systems, communication and workflow

About you

• Previous experience leading, supervising or supporting a reception or administration team
• Calm, approachable and naturally organised
• Enjoy bringing structure and clarity to a busy environment
• Reliable, consistent and comfortable taking ownership
• Communicate clearly and respectfully, including when managing challenging situations
• Enjoy supporting and developing others rather than simply doing everything yourself
• Strong understanding of the importance of systems, processes and accountability
• Confident making decisions and providing direction when required
• Previous experience in medical or allied health reception (strongly preferred)
• Comfortable working in a fast-paced environment where priorities can change throughout the day

About us

At Hands On Hand Therapy, we're a friendly, down-to-earth team who genuinely care about the work we do and the people we support. You'll be joining a growing business where your role will have a direct impact on how our clinics operate and the experience we provide to our patients, referrers and therapists.