JOB SUMMARY
We are seeking a highly organised and detail-oriented Virtual Medical Assistant to manage clinical correspondence, medical documentation, and inbox administration across multiple medical centres, ensuring timely and accurate support for doctors and clinic operations.
The ideal candidate can quickly interpret medical documentation, recognise workflow patterns across clinics, and maintain exceptional accuracy.
SCOPE OF WORK
Manage shared inboxes across nine (9) medical clinics
- Identify urgent or sensitive communications requiring immediate escalation.
- Review and action incoming correspondence, including but not limited to: Specialist referral letters, Pathology and blood collection reports, Imaging reports, Police subpoenas, Hospital communications, Other clinical documentation.
- File documents accurately within the Practice Management System (PMS).
- Forward relevant correspondence promptly to the appropriate doctors and clinical staff.
- Ensure all incoming emails and documents are appropriately actioned and filed within the established turnaround time.
Adhere to the service standards
- All inbox items to be reviewed and appropriately actioned within three (3) hours of receipt.
- Maintain confidentiality and comply with healthcare privacy requirements.
- Provide administrative support as required and assist in other operational functions through cross-training.
Compliance and Quality Responsibilities
- Protect patient confidentiality and handle all patient interactions in accordance with the Australian Privacy Principles (APPs) and internal policies.
- Verify patient identity using approved protocols before discussing appointments, billing matters, or any personal information.
- Maintain professional boundaries by refraining from providing clinical advice, diagnoses, or treatment recommendations unless expressly authorised within the scope of the role.
- Recognise and appropriately escalate urgent calls or red flag symptoms in accordance with clinic triage and emergency escalation procedures.
- Accurately document patient interactions, telephone encounters, and actions taken within the Practice Management System.
- Ensure all information provided to patients is accurate, consistent, and aligned with clinic guidelines.
- Promptly report any patient complaints, potential risks, or suspected privacy incidents to the appropriate manager.
- Participate in ongoing compliance education and quality improvement initiatives.
QUALIFICATIONS
- Minimum 2–3 years of experience in medical administration, medical scribing, medical
- transcription, or a similar healthcare support role.
- Strong understanding of medical terminology and clinical documentation.
- Experience using Best Practice Software or similar Practice Management Systems.
- Exceptional attention to detail with a high level of accuracy.
- Fast and accurate typing skills.
- Ability to recognise document patterns and navigate workflows across multiple clinics.
- Strong organisational and prioritisation skills.
- Ability to perform effectively under pressure and manage competing priorities.
- Excellent verbal and written communication skills.
Technical Requirements
- Reliable laptop/desktop (with at least one backup device)
- Noise-cancelling headset (for interviews and meetings)
- Stable internet connection with a backup (minimum 100 Mbps)
What's On Offer?
- Permanent Work from home setup
- Paid Time off
- Paid Australian Holidays
- Birthday and Work Anniversary perks
- Independent Contractor engagement
Three Peaks International is a Sydney based staffing solutions partner which provides local and virtual staffing solutions to Australian businesses through outsourcing, recruitment, and migration. Simply put, we help businesses grow by providing them the staff they need that gets the job done.
