Physiotherapy virtual assistant support for Australian physio practices
Your team handles the clinical work. Your Clinic Admin team member supports everything behind the front desk: appointments, EPC referrals, recalls, billing and referrer relationships. Trained in Cliniko, employed full time through Yoonet, and managed from day one.
01
Appointment management for physiotherapy
Initial assessments, follow ups, group classes and hydrotherapy sessions, each with different durations, rooms and practitioners. Your calendar stays organised without your front desk drowning in it.
In practice
A four practitioner physio clinic in Brisbane runs initial assessments (60 min), standard follow ups (30 min), clinical Pilates groups (45 min) and hydrotherapy sessions that need pool availability confirmed. Their receptionist spends half the day just managing booking changes. Within two weeks of onboarding, their team member covers the full calendar, including rebooking the 12% of patients who cancel within 24 hours.
What your team member covers
- Scheduling across multiple practitioners, rooms and appointment types in Cliniko
- Managing the waitlist and filling cancelled slots the same day
- Rebooking no shows and late cancellations within 48 hours
- Coordinating group class bookings and capacity limits
- Handling online booking conflicts and double ups
- Treatment plan scheduling, mapping out six session blocks at the right intervals
02
EPC referrals and Medicare administration
Enhanced Primary Care plans are the backbone of physio referrals, but tracking remaining sessions, chasing GP referral letters and managing expiry dates takes time your clinicians should not be spending.
In practice
A Toowoomba physio practice receives more than 30 new EPC referrals per month. Each one needs the GP referral letter filed, sessions tracked against the five visit Medicare cap, and patients rebooked before their plan expires. Their team member manages the full EPC lifecycle, from logging the initial referral to sending the GP a progress report after session three.
What your team member covers
- Logging new EPC referrals and linking them to patient records in Cliniko
- Tracking remaining sessions against the Medicare five visit cap
- Alerting practitioners when patients approach session limits
- Chasing outstanding GP referral letters
- Processing Medicare bulk billing claims
- Sending progress reports to referring GPs at the right intervals
03
Patient communication and recall campaigns
The patients who stop coming back are the ones who needed you most. Structured recall campaigns bring them back without your team having to remember who fell off the schedule.
In practice
A sports physio practice notices their ACL rehab patients consistently drop off after session four of an eight session programme. Their team member builds a recall workflow in Cliniko: automated reminders before each session, a personal follow up message if they miss one, and a 30 day reactivation campaign for anyone who goes quiet. Completion rates go from 48% to 81% within three months.
What your team member covers
- SMS and email recall campaigns via Cliniko for lapsed patients
- Post appointment follow up messages
- Treatment programme completion reminders
- New patient welcome sequences
- Seasonal campaign management, from back to sport to workplace ergonomics
- Reactivation outreach for patients inactive beyond 90 days
04
Billing, NDIS and funding verification
Funding checked before the patient sits down, not after. NDIS plan reviews, DVA approvals, private health fund verification and Medicare claims processed the same day.
In practice
A physiotherapy practice doing NDIS work discovers they have A$14,000 in unbilled sessions because claim paperwork was not submitted on time. Their team member implements a same week billing cycle: funding is verified before every appointment, invoices are generated the day of treatment, and NDIS claims are submitted within 48 hours.
What your team member covers
- Pre appointment funding verification across NDIS, DVA, Medicare and private health
- Same day invoice generation in Cliniko
- NDIS claim preparation and submission
- DVA prior approval tracking
- Private health fund eligibility checks
- End of month financial reconciliation and outstanding invoice follow up
05
Referrer relationships and practice growth
The GPs, specialists and sports clubs that send you patients need to hear from you. Not just when you want something, but with updates, reports and genuine follow through.
In practice
A physio practice receives referrals from more than 40 GPs but has never sent a single discharge summary back. Their team member sets up a referrer communication workflow: progress reports after session three, discharge summaries on completion, and a quarterly newsletter to the top 20 referrers highlighting new services and practitioner specialities.
What your team member covers
- Tracking referral sources and volumes in Cliniko
- Sending treatment progress letters to referring GPs
- Discharge summary preparation and distribution
- New referrer welcome and introduction packs
- Quarterly referrer communication campaigns
- Referral source performance reporting for practice owners
Common questions from physiotherapy practices
Do your team understand physiotherapy specific workflows?
Yes. Our team is trained in physiotherapy practice operations, from EPC referral management and Medicare session tracking to treatment plan scheduling and clinical Pilates class coordination. We work exclusively with allied health practices, so the terminology and workflows are part of daily operations.
Can you handle Medicare and NDIS billing administration?
We manage the full billing lifecycle: pre appointment funding verification, same day invoicing in Cliniko, Medicare bulk billing claims, NDIS claim preparation and submission, DVA processing, and private health fund reconciliation. Your team member supports the admin while your practitioners focus on the clinical decisions.
How do you manage different appointment types and durations?
We configure and manage your full appointment structure in Cliniko: initial assessments, standard follow ups, group classes, hydrotherapy sessions and telehealth consultations, each with the correct duration, room allocation and practitioner assignment. We also manage the waitlist to fill cancellations quickly.
What hours does your team member cover?
Your team member works full time during Australian business hours, aligned to your practice. For practices that need early morning or late afternoon support, we can arrange coverage to match. Because the same person works with you every day, patients deal with a familiar voice.
Not sure outsourcing is right for your clinic?
That is exactly what the chat is for. Fifteen minutes, no pitch. We will give you an honest read on whether it fits, and how it would work if it did.