Admin Team Lead

About the role

Optimum Health Solutions is looking for an experienced Admin Team Lead to guide our administration team at Liverpool head office on a full-time basis. You'll manage a team that includes both in-house and remote staff, making sure enquiries, bookings, and client records are handled smoothly, while coaching the team to deliver a consistently great experience for every client. This is a great fit for someone who enjoys leading people as much as looking after clients.

What you'll be doing

Team Leadership

• Lead and support a team of in-house and remote administration staff, including coaching, rostering, and workload management
• Act as the first point of escalation for complex client or referrer enquiries
• Monitor team performance and quality of service, providing feedback and support where needed

Compliance & Documentation Oversight

• Oversee internal compliance across the team, making sure client documentation is complete, current, and signed in line with healthcare privacy guidelines
• Monitor billing and funding documentation across Medicare, NDIS, and insurance or WorkCover claims for accuracy
• Identify and address any gaps in client records before they become a compliance risk

Client Engagement & Communication

• Oversee inbound and outbound client and referrer enquiries across phone, email, and in person
• Manage appointment bookings and scheduling changes across the team

Client Onboarding & Documentation

• Oversee referral forms, client profiles, and the client waitlist to keep scheduling running smoothly
• Ensure client records stay accurate and up to date across the team

Team Collaboration

• Work closely with practice managers and the wider administration team to keep client service delivery consistent across the business
• Identify and help implement improvements to team processes

What we're looking for

• Previous experience leading or supervising a customer service, call centre, or administrative team, ideally in healthcare or social services
• Experience working with Medicare, NDIS, and insurance or WorkCover claims and documentation
• Strong understanding of healthcare privacy requirements and client record-keeping standards
• Strong communication and interpersonal skills, with a calm, professional manner under pressure
• Confidence using Microsoft Office and CRM software
• Ability to coach and support a team, including remote staff, while managing your own workload
• A flexible, hands-on approach, comfortable working independently and leading others

What we offer

• Competitive full time salary
• Ongoing training and opportunities to grow with us
• A supportive, down-to-earth team
• Initiatives that support your own health and wellbeing

About us

Optimum Health Solutions is a multidisciplinary Allied Health provider with clinics across NSW and Tasmania. We've spent 20+ years helping our clients move, communicate, and live better, and we look for team members who bring the same care to every interaction.

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