Practice Manager (Camberwell)

Lead from the front in our high-growth clinical trial business. At Emeritus Research, we’re not just running clinical trials — we’re improving world health by delivering exceptional, person-centred experiences for every participant and every team member who walks through our doors. We’re looking for a Practice Manager who will take full ownership of reception experience, while also playing a key role in supporting clinic growth, performance and scalability and grow, develop and lead a dynamic team to create a genuinely welcoming experience About Emeritus Research Emeritus Research improves world health by expertly managing clinical trials that accelerate medical advancements. We partner with leading global pharmaceutical and biotechnology companies and have supported a wide range of trials bringing today’s medicines to market. Privately owned and backed by an ambitious, supportive Board, Emeritus has the agility to innovate, adapt and grow. Over the past six years, we’ve expanded significantly in capacity, people and trial opportunities — while maintaining an unwavering focus on safety, quality and patient experience. At Emeritus, every role plays a critical part in trial success, and every team member is valued for their expertise, ideas and solution‑focused mindset. About the Role This is a unique opportunity to combine service excellence, leadership and commercial thinking. You will lead the reception function, ensuring every interaction enhances trust, engagement and retention — while also optimising processes and capacity to support the continued growth of our clinical trial operations in close partnership with our medical, clinical and operational teams. What You’ll Be Doing
- Leading and coaching a team of reception professionals across extended hours
- Transforming reception operations through smarter processes and technology
- Enhancing the waiting room experience to make it engaging and comfortable
- Driving continuous improvement in how we welcome and support our participants
- Partner with clinical and leadership teams to ensure the reception function supports broader organisational goals
- Use feedback, insights and data to enhance satisfaction (NPS), service delivery and operational performance About you
- what we’re looking for
- A solid people leader with experience managing busy, customer-facing teams
- Someone who thrives in fast-paced environments and sees the reception experience as a strategic driver of both experience and growth
- A customer experience champion who is always looking for ways to improve
- Experience in healthcare or regulated environments is highly regarded
- Systems-savvy, with an interest in digital solutions (e.g. patient systems, Medicare/PRODA desirable) What we need you to bring:
- Proven leadership experience in a high-volume customer-facing environment
- Strong staff management and experience rostering and leading shift-based teams
- Strong operational coordination and problem-solving capability
- Familiarity with healthcare systems (e.g., patient management, PRODA desirable)
- Experience in a health care or other regulated setting
- Strong focus on customer experience and continuous improvement
- Excellent verbal and written communication skills
- Excellent computer skills, familiarity with healthcare electronic systems
- Australian Citizen or Permanent Australian Residency Ready to lead from the front? Then send us your cover letter and resume and we’ll be in touch. A salary negotiable based on your experience and qualifications will be discussed. We look forward to meeting you! Please note, all applications will be assessed as they come in and we will only be contacting shortlisted candidates. Apply on Kit Job: kitjobau.com/job/3pwlxn