Key Responsibilities

1. Executive Assistant & Administrative Support

You will provide comprehensive administrative support to ensure the smooth day-to-day operation of the clinic.

Responsibilities include:

• Manage the Medical Director's calendar and appointments.

• Coordinate meetings and follow-up actions.

• Organize emails, files, and digital documents.

• Maintain accurate business records and documentation.

• Perform general administrative duties.

• Prepare reports and operational documents.

• Assist with invoice preparation and administrative paperwork (no bookkeeping required).

• Coordinate internal tasks and business operations.

• Support workflow management and operational efficiency.

• Handle confidential information with professionalism and discretion.

2. Patient Engagement & Customer Service

You will be the first point of contact for prospective patients, creating a positive and professional experience from the initial enquiry.

Responsibilities include:

• Respond to enquiries via:

• Phone

• Email

• WhatsApp

• SMS

• Instagram

• GoHighLevel CRM

• Build rapport with prospective patients.

• Understand patient needs and concerns.

• Explain clinic services in a clear, confident, and empathetic manner.

• Answer general questions regarding available treatments and consultation processes.

• Escalate medical or clinical questions to the doctor when appropriate.

• Guide patients through the consultation and onboarding process.

• Schedule appointments and consultation bookings.

• Send reminders and follow-up communications.

• Deliver exceptional customer service while maintaining patient confidentiality.

3. Sales & Patient Conversion

This role includes a strong sales component focused on converting warm enquiries into booked consultations.

Responsibilities include:

• Follow up on warm leads generated through marketing campaigns and online questionnaires.

• Contact prospective patients via outbound phone calls.

• Build trust and confidence with potential patients.

• Explain clinic services and treatment pathways.

• Handle objections professionally.

• Address patient concerns with empathy and confidence.

• Encourage prospective patients to proceed with consultations.

• Convert qualified enquiries into confirmed bookings.

• Maintain ongoing follow-up communication until conversion.

• Ensure no lead is left unattended.

• Support business growth by maximizing appointment bookings.

4. CRM & Lead Management

Maintain accurate and organized patient and lead records.

Responsibilities include:

• Update patient records in GoHighLevel (GHL).

• Record all communications and follow-up notes.

• Track patient interactions.

• Update sales pipeline stages.

• Monitor lead progress.

• Process patient eligibility and intake forms.

• Maintain CRM accuracy and data integrity.

• Generate simple reports on:

• Lead status

• Conversion rates

• Follow-up activities

• Appointment bookings

5. Process Improvement & Operational Support

• Follow documented Standard Operating Procedures (SOPs).

• Identify opportunities to improve administrative workflows.

• Support process improvements across the business.

• Ensure all patient information is handled securely and confidentially.

• Assist in maintaining efficient clinic operations

Key Performance Indicators (KPIs)

Success in this role will be measured by:

• Response time to new enquiries

• Lead follow-up completion rate

• Appointment booking conversion rate

• Outbound call activity

• CRM accuracy and completeness

• Calendar management accuracy

• Administrative task completion

• Patient satisfaction with communication

• Lead pipeline management

• Overall contribution to clinic growth

Ideal Candidate Profile

The ideal candidate is someone who enjoys combining executive support with patient engagement and sales. You are highly organized, proactive, and comfortable communicating with people over the phone. You can confidently explain services, build trust, nurture relationships, and help prospective patients take the next step toward treatment.

You thrive in a remote environment, take ownership of your work, and genuinely enjoy delivering outstanding customer experiences while supporting a growing healthcare business.

Essential

• Minimum 3–5 years of experience as:

• Executive Assistant

• Virtual Assistant

• Administrative Assistant

• Patient Coordinator

• Customer Service Representative

• Sales Support Specialist

• Excellent spoken and written English.

• Strong phone communication skills.

• Previous experience in sales, appointment setting, or lead follow-up.

• Experience managing executive calendars.

• Strong administrative skills.

• Ability to confidently explain services over the phone.

• Comfortable making outbound follow-up calls.

• CRM experience (GoHighLevel preferred).

• Strong organizational and time management skills.

• High attention to detail.

• Ability to multitask in a remote environment.

• Professional attitude and presentation.

• High level of confidentiality.

Soft Skills

We're looking for someone who demonstrates:

• Excellent communication skills

• Strong interpersonal skills

• Empathy and patience

• Confidence speaking on the phone

• Professionalism

• Customer-first mindset

• Strong listening skills

• Sales mindset

• High ownership and accountability

• Positive attitude

• Reliability

• Initiative

• Problem-solving ability

• Ability to build rapport quickly

• Adaptability in a fast-paced environment

Candidates with experience in any of the following will be highly regarded:

• Nursing background

• Healthcare administration

• Medical clinic experience

• Medical receptionist experience

• Patient coordinator experience

• Telehealth industry

• Medical sales

• Medical terminology

• Healthcare customer service

Systems & Tools

Experience with the following platforms is advantageous:

• GoHighLevel (GHL)

• Typeform

• Google Workspace

• Microsoft Office

• WhatsApp Business

• Instagram

• Email platforms

• SMS communication tools

• Zoom / Google Meet

• LastPass (or similar password management software)

• Join a growing and innovative New Zealand telehealth clinic.

• Work closely with an experienced Medical Director.

• Make a meaningful impact by helping patients access healthcare services.

• Enjoy a flexible remote working environment.

• Opportunity to transition into a full-time role as the clinic grows.

• Performance-based bonuses and incentives may be offered based on lead conversion and business growth.

• Long-term career growth within a supportive and collaborative team.