- 1. Phones, leads and conversion*

- Answer all inbound calls, SMS, web chat and social messages from the GoHighLevel (GHL) Conversations tab during rostered hours.

- Follow up every new lead promptly and continue follow-up until the lead books, declines or is closed out in GHL.

- Return missed calls and client callback requests the same business day.

- Explain treatments, pricing, packages and current offers accurately from approved clinic information.

- Refer all clinical questions to a clinician or nurse. This role does not give clinical advice.

- 2. Appointment scheduling*

- Book, confirm, reschedule and cancel appointments in Timely across all four clinics.

- Book the right service, duration, clinician and location, including consultations and patch tests where required.

- Manage cancellations, no-shows and waitlists to keep calendars full.

- Keep client records in Timely and GHL accurate and up to date.

- 3. Inbox management*

- Monitor and clear the admin, management and accounts inboxes each business day.

- Identify supplier invoices and bills, and action or flag them for payment before the due date.

- Reply to staff queries promptly, or escalate to the relevant Clinic Manager or the Director.

- File, label and track correspondence so nothing is left unanswered.

- 4. Complaints and client care*

- Acknowledge client complaints within one business day and gather the facts from clinic staff and client records.

- Draft responses in line with clinic policy and resolve matters within delegated authority.

- Escalate refund requests, legal correspondence, adverse outcomes and review disputes to the Director with a summary and recommendation.

- Keep complaints register with dates, actions taken and outcomes.

- 5. Ordering, stock and scripts*

- Order consumables and stock from Livingstone and other approved suppliers, based on the Jotform stocktake and the clinics' Teams stocktake channel.

- Track orders through to delivery and follow up shortfalls or back orders.

- Order doctor scripts for completed IV scripts and keep the records complete.

- Keep spend within approved budgets and flag unusual usage to the Director.

- 6. Payments and record auditing*

- Audit daily payments against appointments and report discrepancies.

- Follow up outstanding balances, failed payments and package payment plans.

- Audit treatment notes for completeness once trained and handed over by the Clinic Manager.

- 7. Executive support to the Director*

- Manage the Director's diary, meetings,



reminders and follow-up actions.

- Draft emails, letters, memos, staff notices and standard operating procedures for approval.

- Prepare regular reports, including leads, conversions, bookings, complaints and stock spend.

- Take meeting notes, record action items and chase them to completion.

- Coordinate with external parties such as suppliers, landlords, accountants and legal advisers as directed.

- 8. Team communication and marketing support*

- Use the Teams All Clinics channel to get information from clinic staff and pass on updates.

- Stay reachable on Teams by call and message throughout rostered hours.

- Support the marketing team with administrative tasks, such as lead-source tracking, review requests and campaign follow-up in GHL.

- Carry out other duties reasonably directed by the Director that fit the skills of the role.

- 9.

Daintree

Consulting and Humanly AI*

- Follow up leads and enquiries for both businesses in GHL, to the same response standards as the clinics.

- Schedule meetings, calls and appointments for both businesses and manage the related calendars.

- Manage correspondence for each business, actioning routine matters and escalating the rest to the Director.

- Prepare documents and client correspondence from approved templates for the Director's approval.

- Support marketing for both businesses with administrative tasks as directed by the Director or marketing team.

- Keep each business's leads, contacts, records and brand voice separate and accurate.

- Report weekly to the Director on leads, bookings and open actions for each business.

- KEY PERFORMANCE INDICATORS*

Performance is reviewed against the measures below. Targets are proposed starting points and are set by the Director.

- Inbound calls answered live during rostered hours: 90% or more

- Missed calls and callback requests returned: same business day

- Time to first contact for a new lead in GHL: within 15 minutes during rostered hours

- Lead-to-booking conversion rate: baseline set in month one, then improved quarterly

- Emails answered or actioned: within one business day

- Supplier invoices actioned or flagged before due date:



100%

- Complaints acknowledged: within one business day

- Booking errors (wrong service, time, clinician or clinic): fewer than 1% of bookings

- Clinic stock-outs caused by late ordering: nil

- Daily payment audit completed and discrepancies reported: every trading day

- Shifts started on time and reachable on Teams: 100%

- SKILLS, EXPERIENCE AND ATTRIBUTES*

- Essential*

- At least two years' experience as a virtual assistant, executive assistant or senior administrator supporting a business owner or director, ideally across more than one business.

- Hands-on experience with GoHighLevel, including Conversations, pipelines and lead follow-up.

- Proven record of converting phone and message enquiries into bookings or sales.

- Excellent spoken and written English, with a clear, warm and confident phone manner.

- Experience managing a busy appointment calendar across more than one location.

- Strong inbox management, with the judgement to prioritise, action and escalate.

- High attention to detail in bookings, payments, ordering and records.

- Punctual and reliable, and able to work Brisbane business hours without supervision.

- A quiet, private workspace, a reliable computer and headset, secure high-speed internet and a power or internet backup.

- Discretion with confidential client, staff and business information.

- Desirable*

- Experience in a medical, cosmetic, laser, beauty or allied health clinic.

- Experience with Timely or a similar clinic booking system.

- Experience handling complaints and refund requests.

- Basic bookkeeping or accounts payable experience.

- Experience supporting a marketing team, including social media scheduling or review management.

- Familiarity with Australian privacy and consumer law obligations as they apply to client communications.

- Personal attributes*

- Sales-minded and persistent with follow-up.

- Calm, courteous and firm with difficult callers.

- Organised, proactive and comfortable owning tasks from start to finish.

- Honest about errors and quick to fix them.

- SYSTEMS AND TOOLS*

- GoHighLevel (GHL): phone calls, messages, lead pipelines and follow-up

- Timely: appointment calendars and client records for all clinics

- Microsoft Teams: staff communication, including the All Clinics and stocktake channels

- Email: admin, management and accounts inboxes

- Jotform: clinic stocktake submissions

- Livingstone: ordering clinic consumables and stock

📌 Virtual Assistant (Delhi)
🏢 Promaynov Advisory Services
📍 Delhi