A virtual medical receptionist who actually understands healthcare
Dedicated medical reception for allied health practices across Australia. Appointment management, patient communication, billing administration and practice operations handled by a trained team member who knows Cliniko, understands EPC workflows, and works exclusively in healthcare.
Not a call centre, and not a freelancer marketplace
Most virtual reception services are built around general practice workflows, staffed by whoever is available, and left for you to manage. This is a different arrangement: one full time team member, dedicated to your practice, trained in allied health admin before they start, and managed by Yoonet, which has supported Australian healthcare practices since 2010.
The difference shows up in the details. Your team member learns your practitioners’ names, your booking preferences and your patient communication style. They become an extension of your front desk rather than a generic overflow service.
What makes this different
- Trained on Cliniko, Nookal and Halaxy before they start, not on your time
- Allied health specialists, not GP generalists: podiatry, physio, EP and multi disciplinary clinics
- A managed service with oversight, training, quality assurance and coverage continuity built in
- Backed by Yoonet, supporting Australian healthcare practices since 2010
01
Medical reception without the overhead
Your front desk is doing everything at once. Phones ringing between patients, recalls falling behind, waitlists going cold. Something always slips.
In practice
A physiotherapy practice with four practitioners has one front desk person handling everything. Phones ring while patients check in. The recall list has not been touched in three weeks. New patient enquiries sit in the inbox for days. The practice owner knows the admin is falling behind but cannot justify a second full time local hire. With a Clinic Admin team member working behind the scenes, phone overflow is handled in real time, the waitlist is actively managed, and new patient intake is processed the same day it comes in. The front desk person can actually focus on the patients standing in front of them.
What your team member covers
- Phone overflow handling during busy periods
- Appointment scheduling and rescheduling
- Patient check in preparation and documentation
- Waitlist management and gap filling
- New patient intake processing
02
Practice management software expertise
You are paying for powerful software and your team is using about 30% of it.
In practice
A podiatry practice moved to Cliniko eighteen months ago. The migration went fine, but the team still manages recalls manually, the online booking page is misconfigured, and nobody has touched the reporting dashboard since setup. The software could be doing half the admin work automatically, but nobody has had time to set it up properly. Our team trains specifically on the platforms allied health practices use. We configure automated recalls, optimise online booking flows, build reporting dashboards, and make sure the software is actually working as hard as your practitioners are.
What your team member covers
- Full Cliniko workflow management and optimisation
- Nookal and Halaxy administration and support
- Online booking configuration and troubleshooting
- Automated recall and reminder setup
- Reporting and dashboard management
03
Patient communication that reflects your practice
Patients judge your practice by how quickly and professionally you respond, not by how good your practitioners are.
In practice
An allied health clinic with three disciplines under one roof keeps getting feedback that phone messages are not returned and emails go unanswered for days. The practitioners are excellent, but the patient experience between appointments is letting the whole practice down. Referrers have started hearing about it. With a dedicated Clinic Admin team member handling patient communication, messages are returned the same day, email correspondence is professional and consistent, and recall campaigns actually go out on schedule. The practice starts to feel as organised as it actually is.
What your team member covers
- Same day message responses and callback management
- Professional email correspondence on behalf of the practice
- SMS recall campaigns and reactivation outreach
- Post appointment follow ups and care instructions
- Referrer communications and progress updates
04
Billing and claims administration
Every claim that sits unprocessed is revenue your practice has already earned but has not collected.
In practice
An exercise physiology practice works with a mix of NDIS, Medicare EPC and DVA patients. The billing admin is always behind. NDIS claims are not submitted within the required timeframes. EPC session counts are not tracked properly, so patients run out of funded visits without warning. The practice is literally leaving money on the table every week because nobody has time to stay on top of it. Their team member handles claim administration methodically. Funding is verified before patients arrive. Session counts are tracked in real time. Claims are processed promptly and reconciled at month end so the practice owner actually knows where the business stands.
What your team member covers
- Medicare EPC claim administration and session tracking
- NDIS funding verification and claim processing
- DVA claim administration
- Private health fund claim support
- End of month financial reconciliation
05
The team behind your front desk
This is not a freelancer marketplace. It is a managed service with real accountability.
In practice
A practice owner has tried outsourcing before. They were given a person, left to manage them, and it fell apart within three months. The experience left a bad taste. What they actually needed was not just a person. They needed a properly managed arrangement with oversight, training and continuity built in. That is what Clinic Admin provides. A dedicated team member who knows your practice, managed by Yoonet with more than fifteen years in healthcare operations. If someone is away, coverage carries on without disruption. If something is not working, we fix it before you have to ask.
What your team member covers
- A dedicated team member assigned to your practice, not a rotating pool
- Australian business hours coverage
- Managed by Yoonet, supporting healthcare operations since 2010
- Regular performance reporting and quality reviews
- Privacy trained administration with healthcare data handling protocols
Common questions about virtual medical reception
How is this different from a call centre?
A call centre gives you whoever is available. They follow a script and move on. Your Clinic Admin team member is dedicated to your practice. They learn your practitioners’ names, your booking preferences, your patient communication style. They become an extension of your front desk, not a generic overflow service. The difference is obvious to patients from the first interaction.
What practice management software do you support?
Our team trains specifically on Cliniko, Nookal and Halaxy, the platforms most allied health practices in Australia use, and we go well beyond basic data entry. Your team member covers workflow configuration, automated recall setup, online booking optimisation and reporting. If your practice uses a different system, we can discuss whether it is a good fit during our first conversation.
Can your team member handle our specific patient communication style?
Yes. During onboarding, we learn how your practice communicates: tone of voice, standard responses, escalation preferences, and any specific language your practitioners prefer. Your team member is assigned to your practice long term, so they build genuine familiarity with how you operate. Most practices tell us patients cannot tell the difference between their team member and in house staff.
What happens if our team member is away?
Because this is a managed service, coverage is built in. We maintain trained backup team members who are familiar with allied health workflows and can step in without disruption. You do not need to manage leave cover or worry about gaps. That is our responsibility.
Do you work with GP practices?
Our focus is allied health: physiotherapy, podiatry, exercise physiology and multi disciplinary allied health clinics. That specialisation is deliberate. Allied health practices have distinct admin workflows around EPC management, NDIS funding and discipline specific scheduling patterns, and we have built our training and processes around those requirements specifically.
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.