Operations Manager PAWS Psychology

About the role

PAWS Psychology is a welcoming psychology practice operating from a tranquil three-room cottage surrounded by landscaped gardens. Our therapy dogs, clinic cats, supportive psychologists and in-house administration team create a warm and distinctive environment for clients and staff alike.

We are seeking an experienced and proactive Operations & Practice Manager to lead the day-to-day operations of the clinic and help shape its future direction.

The Opportunity

This is more than a traditional practice management position. It is an opportunity to become a trusted operational partner to the Practice Owner, take ownership of key responsibilities and make a visible contribution to the success of PAWS Psychology.

Working approximately 15 hours per week, you will oversee clinic operations, support our clinicians and administration team, strengthen our systems and provide the Practice Owner with greater capacity to focus on clinical leadership and strategic priorities.

There is genuine potential for the scope and hours of the position to increase as the needs of the practice evolve.

The role would particularly suit an experienced practice leader who wants to apply their expertise in a flexible but meaningful capacity—contributing to strategic improvements while remaining connected to the people and day-to-day activities that make a practice successful.

What Makes This Role Different?

At PAWS Psychology, you will have the opportunity to:

• Work closely with the Practice Owner on operational priorities and improvements.
• Influence systems, technology, team structure and client experience.
• Introduce practical reporting and business insights that support better decisions.
• Explore automation, AI and emerging technologies where they can improve efficiency and service quality.
• Balance strategic projects with hands-on involvement in clinic operations.
• Join a supportive team where your contribution will be visible and valued.

This is a hybrid position requiring at least one day on site each week, with additional hours worked remotely as agreed with the Practice Owner.

About You

You are an experienced practice or operations professional who combines warmth and emotional intelligence with confidence, sound judgement and accountability.

You are someone who:

• Takes ownership rather than waiting to be directed.
• Identifies problems, investigates their causes and recommends practical solutions.
• Is warm, approachable and supportive while remaining comfortable setting boundaries and having difficult conversations when necessary.
• Can make sound operational decisions independently and recognises when an issue should be escalated.
• Moves comfortably between strategic priorities and day-to-day details.
• Enjoys bringing clarity and order to complex situations.
• Understands how to lead and work effectively alongside psychologists and administrative staff.
• Is commercially aware while remaining aligned with the purpose and values of a psychology practice.
• Appreciates technology and stays informed about developments that may improve practice operations.
• Is comfortable using data, reports and business measures to support planning and decision-making.
• Is committed to continuous improvement and sustainable business practices.

You will ideally have experience as a Practice Manager, Operations Manager or Senior Administrator within a psychology, allied health or healthcare setting.

A working knowledge of Medicare, NDIS, WorkCover, TAC, EAP, private health insurance and private billing processes will be important in this role.

Key Responsibilities

Leadership and Practice Operations

• Act as the primary point of contact for higher-level administrative and operational matters.
• Provide clear, supportive leadership and promote accountability across the team.
• Guide staff, resolve operational issues and follow up when required.
• Lead agreed day-to-day operational decisions, escalating matters to the Practice Owner when appropriate.
• Oversee recruitment activities, including preparing employment documentation and coordinating onboarding and induction.
• Ensure policies, procedures and operational standards are understood, maintained and consistently applied.
• Address operational or performance concerns promptly, fairly and constructively.

Reporting and Business Performance

• Monitor the key measures that show how the practice is performing.
• Translate data and business information into clear, practical recommendations.
• Prepare straightforward management reports to support planning and decision-making.
• Track relevant performance indicators and identify emerging opportunities or concerns.
• Develop reporting systems that provide useful visibility without creating unnecessary administration.

Clinic Administration and Coordination

• Oversee client enquiry, scheduling, invoicing, billing and service coordination processes.
• Support psychologists and administration staff to maintain efficient and responsive clinic operations.
• Review invoicing and payroll information for accuracy before processing.
• Coordinate team meetings, professional development activities and staff events.
• Monitor clinician calendars, waitlists, client bookings and workflow capacity.
• Identify potential workflow or capacity issues early and implement practical solutions.
• Help ensure client enquiries are handled promptly, professionally and consistently.

Psychology Practice and Funding Knowledge

• Apply a strong understanding of psychology practice operations, including therapy, assessment and report-writing workflows.
• Support administrative processes associated with psychological assessments.
• Provide guidance on Medicare, NDIS, WorkCover, TAC, EAP, private health insurance, private billing and other relevant funding pathways.
• Ensure billing and administrative processes meet applicable funding, documentation and compliance requirements.
• Help the team navigate unusual or complex administrative and funding matters.

Systems and Continuous Improvement

• Identify opportunities to simplify, streamline and automate processes.
• Improve workflows, systems and operational efficiency across the practice.
• Investigate operational problems and implement practical solutions.
• Review how technology can improve productivity, reporting, communication and client experience.
• Support the considered adoption of AI and automation where appropriate safeguards can be established.
• Develop sustainable systems that can adapt to changing practice needs.

Highly Regarded Experience

The following experience would be highly valued:

• Practice management experience within psychology or allied health.
• Experience using Zanda, formerly Power Diary.
• Strong knowledge of Microsoft 365 and SharePoint.
• Confidence working with business data, reporting tools and performance indicators.
• Experience preparing management reports and interpreting practice performance.
• Recruitment, onboarding and staff supervision experience.
• Policy and procedure development, implementation and review.
• Process improvement, automation and workflow optimisation.
• Experience implementing or evaluating AI, automation or other workplace technology solutions.
• Experience supporting a healthcare or professional services business through operational change.