Clinical Support Coordinator (Remote, Philippines)

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TYPE OF WORK

Full Time

SALARY

PHP40,000 - PHP50,000

HOURS PER WEEK

TBD

DATE UPDATED

Oct 3, 2026

JOB OVERVIEW

About the role
We are a growing Australian mental health clinic network. We provide specialist treatment for people with depression, anxiety, chronic pain and PTSD, as well as structured mental health and brain health assessments. This role does the careful, structured work around each assessment and treatment course: gathering information, keeping patients on their follow-up schedule, and preparing files and drafts. That frees our Australian clinicians to spend their time on clinical judgement and sign-off. This is a trial role.

Role details
- Function: Supports the treatment delivery and patient follow-up stages of the patient journey, and our mental health and brain health assessments
- Reports to: CEO for now, and the Medical Director once appointed
- Clinical supervision: The Australian supervising clinician (GP, nurse practitioner or psychiatrist) for each patient. They make every clinical decision and sign off every report
- Works closely with: Patient Flow Lead, the in-clinic treatment team, and finance, billing and admin
- Location: Remote, Philippines
- Engagement: Full-time contractor
- Hours: Monday to Friday, 6:00 am to 3:00 pm Philippine time. Patients are in two time zones, an hour apart from October to April
- Probation: 3 months, reviewed against the KPIs below

Scope of practice in this role
Australian law requires anyone providing a health service to patients in Australia, including by telehealth, to be registered with the Australian Health Practitioner Regulation Agency (Ahpra). Unless you hold Ahpra registration, you will work in a clinical support role under Australian clinicians, and you will not practise as a nurse for our patients. In practice:
- You introduce yourself to patients as a clinical support coordinator working with the named Australian clinician, not as their nurse
- You follow structured templates and protocols. Clinical assessment, interpretation, diagnosis, treatment decisions and advice are made by the Australian clinician
- Every summary, letter and report you prepare is a draft until the Australian clinician reviews and signs it
- If you hold or gain Ahpra registration, the scope of this role will be reviewed with you

Key responsibilities

Mental health and brain health assessments
- Run the structured intake by video using the fixed template for each assessment type: mental health history and current symptoms, or brain health history, lifestyle and risk factors
- Send the self-report questionnaires, check they are complete and score them
- Book pathology where the assessment requires it, and chase results until the file is complete
- Prepare the assessment file and draft the patient summary and GP letter for the Australian clinician to review, edit and sign
- Cognitive testing is done by the Australian clinician unless the instrument's licence allows trained support staff to administer it

Treatment support and follow-up
- Pre-treatment calls: confirm forms, consent paperwork, arrangements and questionnaires are complete before the first treatment day
- Post-treatment follow-up on schedule: week-2 check-in calls, and preparing the week-6, month-4, month-6 and month-12 review appointments
- Monitor symptom questionnaires sent by SMS. Any result that crosses a threshold goes to the Australian clinician within one business day, and the same day for any risk item
- Follow up patients who miss two questionnaires in a row
- Prepare discharge paperwork and draft GP letters from the treatment record for clinician signature

Records and research data
- Keep every patient file complete and accurate in our practice software and other systems, on the same day
- Enter research data for consenting participants accurately, following the study protocol

What this role does not do
- Give clinical advice, make diagnoses, or d ---------- whether someone is suitable for treatment
- Interpret pathology, cognitive tests or questionnaire results for the patient
- Change treatment, medication or follow-up plans
- Handle billing or payments

Key performance indicators
- Assessment turnaround (headline): 5 business days or fewer from the patient's appointment to a report signed by the clinician. Your part is having the file and drafts ready within 2 business days. Reviewed weekly
- Follow-up on schedule: 95% or more of week-2 calls and booked reviews completed on time. Reviewed weekly
- Questionnaire alerts: 100% of threshold alerts passed to the clinician within 1 business day. Reviewed weekly
- Risk escalation: 100% of risk disclosures handed to an Australian clinician the same day. Reviewed every case
- Draft quality: 80% or more of drafts signed with only minor edits by month 3. Reviewed monthly
Targets are a starting point and will be reviewed with you as we learn what is realistic.

Safety and escalation
Some of our patients are very unwell. If a patient mentions self-harm, su ---------- , or feeling unsafe, or scores above 0 on PHQ-9 item 9:
1. Stay with them, stay calm and listen.
2. Give them the Australian crisis contacts: 000 in an emergency, and Lifeline on 13 11 14.
3. Call the on-duty Australian clinician straight away, while the patient is still on the line if you can.
4. Record what happened in the patient file and flag it. Do not end your shift until the handover has been confirmed.

A typical week (Philippine time)
Each day starts by checking questionnaire alerts that came in overnight.
- Monday: Questionnaire alerts and weekend messages. Week-2 check-in calls. 15-minute huddle with the Patient Flow Lead at 8:00 am
- Tuesday: Two assessment intakes by video (mental health or brain health). Pathology booked where needed. Weekly numbers ready for the KPI review
- Wednesday: Assessment files prepared and drafts sent for sign-off. Pre-treatment calls for next week's patients
- Thursday: Two more assessment intakes. Follow-up on missed questionnaires. Review appointments prepared
- Friday: Discharge paperwork and GP letter drafts. Chase outstanding results. Records tidied and next week planned

Privacy and confidentiality
- You will handle Australian health information, which is protected under Australia's Privacy Act 1988. You will sign a confidentiality agreement and complete privacy training before you start
- Work only in our systems, in a private room where no one else can see or hear the patient. Do not save, download, photograph or forward patient information
- Research data is handled only as the approved study protocol allows

Your first 90 days
- Days 1 to 30: Trained on templates, questionnaires, systems and the safety procedure. Observe assessments and follow-up calls, then run them with review
- Days 31 to 60: Running follow-up calls and questionnaire monitoring independently. Preparing assessment files and drafts
- Days 61 to 90: Meeting the turnaround and follow-up targets each week. Drafts mostly signed with minor edits. Probation review

Essential
- A healthcare background, such as nursing, psychology or allied health
- At least 2 years working directly with patients, ideally in mental health
- Experience speaking with patients by video or phone
- Excellent spoken and written English, including clear clinical writing
- Reliable high-speed internet (at least 25 Mbps) with a backup connection and backup power, a quiet private room, a headset and webcam, and your own computer

Highly valued
- Nursing experience, especially in mental health or psychiatric care. A current Philippine PRC licence is a strong advantage

Desirable
- Experience working with Australian, US or UK patients
- Experience with standardised assessment tools or cognitive screening
- Experience with practice software or electronic medical records

How to apply
Please send the following to [email address] by [day, date, time Philippine time]:
- Your CV, and your PRC licence number if you hold one
- A 60 to 90 second voice recording. Imagine a patient has just told you on a video call that they have been feeling hopeless for weeks. Tell us what you would say and do
- A short written summary (no more than 150 words) of a mental health patient you have cared for or supported, with no identifying details
- Your internet speed test result, your monthly rate, and when you could start

Use the subject line "Clinical Support Coordinator, [your name]". Shortlisted applicants will be invited to a video interview and a short practical task.

SKILL REQUIREMENT
Medical Services Healthcare Patient Care
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