Virtual Assistant / Remote Receptionist

The Positive Behaviour Support Group (PBSG) is an Australian NDIS provider seeking an exceptional part-time to become full-time Virtual Assistant / Remote Receptionist to support administrative operations, client communication, and business growth. This is a long-term position. ROLE OVERVIEW This is a highly structured, process-driven role requiring exceptional professionalism, attention to detail, strong communication skills, and outstanding technological proficiency. You will work inside a purpose-built system: step-by-step SOPs with annotated screenshots, in-app email templates that auto-fill and send with a few clicks, custom dashboards that track every task, and automated reminders that catch follow-ups. The tools do a lot of the heavy lifting. What we need from you is speed, accuracy, and the ability to move confidently through software. IMPORTANT: – This is a role where reliability, responsiveness, and availability during working hours are essential. – While workload will continue to grow over time, you must be consistently available to manage enquiries, respond promptly, and support incoming communication. – You must be highly comfortable with technology and able to learn new software quickly. We use numerous systems (Microsoft 365, a practice management system (Splose), and several custom-built internal tools for phone calls, SMS messaging and administrative tracking) and expect team members to confidently navigate between multiple applications while working efficiently and accurately. – Speed matters. We are looking for someone who works quickly without compromising accuracy, follows processes efficiently, and continually improves their productivity. Our systems are designed to be easy to follow. We need someone who moves through them fluently, not someone who gets stuck on unfamiliar screens. – Independent problem-solving matters. While you will receive substantial training and support, when something unfamiliar comes up, we expect you to first check the SOP, search the system, use Google or AI tools, and think it through, then escalate with a clear summary and your suggested solution when a decision is genuinely needed. RESPONSIBILITIES – Manage incoming enquiries via email and online channels – Respond to new client enquiries and guide stakeholders through the referral process – Gather key intake information accurately and efficiently – Maintain clear, calm, and professional communication at all times – Record notes and update systems – Assist with scheduling, follow-ups, and general administrative coordination – Support onboarding and intake processes for new participants – Maintain and update internal tracking systems, including participant and employee trackers – Monitor key workflows to ensure tasks are completed and follow-ups are not missed – Assist with setting up new participants, contacts, and relevant information in internal systems – Support employee onboarding and administration, including documentation and system setup – Assist with organising, filtering, and coordinating job applications and interviews – Help manage recruitment processes, including shortlisting candidates and scheduling interviews – Perform general administrative tasks to support daily business operations and growth – Adapt quickly to new systems, software, tools, and responsibilities as the business continues to expand – Be available during working hours to answer incoming calls through our browser-based phone system – Return missed calls promptly and professionally – Follow structured call scripts and communication standards – Escalate complex or sensitive matters appropriately — with context, what you've already checked, and your suggested next step REQUIREMENTS COMMUNICATION – Excellent written and spoken English (exceptional communication is essential as you will be customer-facing ) – Professional, warm, calm, and confident communication style – Strong attention to detail – Ability to handle sensitive conversations professionally TECHNOLOGY & PRODUCTIVITY – Excellent computer skills and strong technological proficiency – Able to quickly learn new software, systems, and workflows – Fast and efficient when working across multiple systems – Highly proficient with Microsoft 365, Microsoft Office, and Outlook – Comfortable learning and using practice management systems and custom dashboards – Confident navigating multiple applications simultaneously – Strong typing skills and efficient computer navigation – Comfortable using AI tools (e.g. ChatGPT) and Google to solve problems independently WORK ENVIRONMENT You must have: – A modern laptop (Windows preferred) – A high-quality noise-cancelling headset – A backup power solution (UPS, generator, or equivalent) to prevent downtime during unexpected power outages – A stable, reliable high-speed internet connection with back-up power – A professional, organised work-from-home setup with minimal background noise and distractions The above requirements are essential. If you do not have the above, please avoid applying as we would like to progress only with candidates who we can consider for the position. EXPERIENCE Previous experience in administration, customer service, reception, healthcare, or a similar role is highly regarded. Demonstrated speed and fluency with technology is weighted more heavily than years of experience. NDIS experience in highly desirable. IDEAL CANDIDATE You are someone who: – Loves technology and enjoys learning new software – Works quickly while maintaining excellent attention to detail – Is highly organised and process-oriented – Follows systems and SOPs consistently – Tries to solve problems yourself first, then asks well-structured questions rather than making assumptions – Communicates professionally without being overly casual – Builds rapport while maintaining professional boundaries – Is dependable, responsive, and highly reliable – Wants a long-term career rather than a short-term job OUR HIRING PROCESS We want to be upfront about the process so you know what to expect. There are three stages: 1. First interview - a video call to get to know you, your experience, and your communication style. 2. Second interview - a deeper conversation about the role, our systems, and how you approach problem-solving and unfamiliar situations. 3. Paid practical trial - a short, paid working session (a few hours) in a safe training version of our real systems. You'll follow our actual SOPs to complete realistic tasks - for example, setting up a participant from a referral, sending a templated email, and handling a scenario the SOP doesn't fully cover. Your work is graded on accuracy, speed, and how you handle the unfamiliar. This is a two-way trial: you get to see exactly what the job is like before committing, and we get to see how you work. You are paid for this time regardless of the outcome. Successful candidates receive a formal offer after the trial. APPLICATION REQUIREMENTS Applications that do not follow these instructions will not be considered. To apply, please submit: 1. Your resume. 2. A short video (2–3 minutes) introducing yourself. Please submit only via upwork messaging. As there anticipate a high volume of enquiries for this position, direct emails will be ignored and blacklisted. Our inbox has a high volume of important emails for our NDIS participants and employees; we do not want to add to our customer response time by receiving applications there. Thank you for understanding. IN YOUR VIDEO, PLEASE TELL US: – Who you are – Your previous experience – Why you are interested in joining PBSG – Why you believe you would be a great fit for this role – Your experience with technology and learning new software. Including a specific example of a time you figured out an unfamiliar system or tool on your own This video is a mandatory part of the application process and helps us assess your communication skills, professionalism, confidence, and English fluency. ADDITIONAL INFORMATION Please only apply if you are extremely confident in your communication skills, technological ability, and capacity to meet a high professional standard. We will be undergoing a thorough and comprehensive interviewing and trial process. We are hiring for a long-term position and will be carefully screening applications. Only shortlisted candidates will be contacted. We provide comprehensive step-by-step SOPs with screenshots, structured systems, ongoing training, regular check-ins, and continuous support. Our goal is to develop a strong long-term working relationship with someone who can become a trusted and valued member of our organisation as we continue to grow. PAY & BENEFITS – USD $8.00 per hour, plus a 13th-month bonus (pro rata), paid weekly – 2 weeks paid personal leave per year (pro rata) – 5 paid sick days per year (pro rata) – The practical trial stage is paid at the usual rate.