Question 1

What about the phones? My patients expect to call and speak to someone.

Accepted Answer

Your local team handles all inbound phone calls — that doesn't change. Your Clinic Admin team member supports you with everything behind the phones: appointment management, recalls, inbox triage, billing, documentation, referrer follow-ups, and all the admin that currently takes your front desk away from patients standing in front of them.

Question 2

Will their English be good enough?

Accepted Answer

Yes. Our team members are Filipino-educated healthcare professionals. English is an official language in the Philippines and the medium of instruction in nursing education. You'll hear a slight accent, but communication is clear, professional, and natural. We assess English proficiency as part of our hiring and training process.

Question 3

How long until they're productive?

Accepted Answer

Most team members are contributing meaningfully within the first one to two weeks. They arrive having completed 58+ hours of training on allied health systems, compliance, and software. You orient them to your specific practice — we handle the foundational knowledge.

Question 4

Is my patient data secure?

Accepted Answer

Yes. We're fully incorporated in both Australia and the Philippines with over a decade of operational history. Our team works from secure, purpose-built offices — not home setups. Every team member completes privacy training covering Australian Privacy Principles and healthcare data handling, with formal assessment.

Question 5

Will they stick around?

Accepted Answer

Our retention rates are significantly above industry average. We're the most established employer in our region, we pay above market, and we offer genuine career development. People stay because it's a good place to work — not because they have no options.

Question 6

Do I need to manage them day-to-day?

Accepted Answer

You handle the day-to-day operational direction — what needs doing, how you like things run, and your practice priorities. We handle the rest: employment, attendance, training, performance standards, and ongoing development. You get the output without the HR overhead.

Question 7

What if it doesn't work out?

Accepted Answer

We work with you to resolve any issues first. If a team member isn't the right fit, we'll replace them and manage the transition. No long lock-in contracts — we earn your business by performing, not by trapping you.

Question 8

What hours do they work?

Accepted Answer

Your team member works during Australian business hours. This is a core part of our model — they're available when your practice is open, working in real-time alongside your local team.

Question 9

What practice management software do you support?

Accepted Answer

We train specifically on Cliniko (our primary platform), Nookal, and Splose. We also integrate with Heidi AI for treatment note processing. If your practice uses a different system, talk to us — we'll let you know if we can support it.

Question 10

Is this only for physio practices?

Accepted Answer

No. We support allied health broadly, with particular depth in podiatry and physiotherapy. Our training covers discipline-specific knowledge across EP, OT, speech pathology, chiropractic, and dietetics.

Question 11

How much does it cost?

Accepted Answer

We offer three service levels. Core is 10 hours per week from around $1,040/month. Managed is 20 hours from around $1,820/month. Embedded is 38 hours from around $3,050/month. All plus GST, with no recruitment fees, no leave liability, and no superannuation.

Question 12

What about AI — couldn't I just automate this?

Accepted Answer

We use AI tools where they make our team faster and more accurate. But clinics need human oversight. Automations break silently. Relationships need genuine attention. Our model is AI-enhanced humans — not AI replacing humans.

Question 13

Which service level is right for my practice?

Accepted Answer

It depends on your admin load and how you want to work. Embedded suits any practice that needs deeply integrated, full-time admin support. Managed fits clinics with 3-8 practitioners. Core suits solo practitioners or small practices with a specific set of tasks to hand off.

Question 14

Can I change service levels?

Accepted Answer

Yes. Moving between Core, Managed, and Embedded is straightforward. Our account management team handles transitions so your practice doesn't skip a beat.

Question 15

Can I scale up if it works well?

Accepted Answer

Yes. Adding team members follows the same process. Our management team helps with transitions and workload distribution so scaling doesn't create disruption.

Common questions