Job Description

Welcome to HotDoc!

Founded in Melbourne in 2012, HotDoc is Australia's largest patient engagement platform — with over 14 million patient accounts and partnerships with more than 23,000 practitioners across General Practice, Allied Health, Dental, Specialist, and Optometry.

We handle sensitive health data and operate in a highly regulated environment. Our mission is to enable the best possible patient experience for everyone in Australia — and we're looking for exceptional people to help us get there.

What This Engagement Is About

HotDoc's Routine Requests product allows GPs to manage repeat prescriptions, referrals, medical certificates, and clinical admin directly through a GP Sidebar that interacts with the clinic's practice management system — so requests surface where the doctor already works, without switching context or tools. It reduces phone load, protects clinical hours for complex care, and keeps patients connected to their own doctor rather than fragmenting to external services.

Thousands of doctors are already using it. The ones who've truly embedded it into their practice — where reception redirects, doctors complete requests between consults or from home, and patients know exactly what to expect — describe it as transformational. It changes the rhythm of how they practice.

The opportunity is significant: a large cohort of doctors are activated but haven't yet reached that point. The product is there. The patient base is there. What's often missing is someone with genuine clinical insight who can help a GP or practice team see how Routine Requests fits — not as a feature they've been asked to use, but as the way a modern, forward-thinking practice operates.

That's what this engagement is about.

What Success Looks Like

At the end of this engagement, we expect to have:

• Materially accelerated the rate at which newly invited doctors reach meaningful, habitual use of Routine Requests
• Demonstrated a measurable lift in completed requests among an existing cohort of low-use doctors
• Built and validated a repeatable playbook — a call framework, configuration checklist, and follow-up cadence that works and can be handed off to a broader team
• Answered the core question does a clinical peer engagement model move the needle in a way that generalises, and what does it take to scale it?

What You'll Be Doing

Estimated time allocation:

• ~40% New doctor activation — contact newly invited GPs early in their journey, understand what's blocking first use, and help them embed Routine Requests into how they actually practice
• ~40% Existing clinic outreach — work through a prioritised list of clinics where multiple doctors are underusing the product; one conversation with a practice often reaches several GPs at once
• ~15% Playbook development — document what works, refine the approach, build the framework into something repeatable
• ~5% Reporting & iteration — track outcomes weekly, surface patterns early, iterate with the HotDoc team

In practice, a typical week might look like:

• 2–3 clinic conversations (often covering multiple GPs) — focused on how the practice currently handles routine requests, where the workflow breaks down, and how Routine Requests can be embedded as the default rather than the exception
• 5–10 individual check-ins with newly invited doctors — short, high-impact conversations timed to the critical first few weeks
• Updating the playbook with what you're learning and flagging patterns to the team

The conversations that move the needle tend to sound less like a product demonstration and more like a peer discussion about what forward-thinking practice access looks like — protecting clinical hours for the patients who need them most, reducing the administrative drag that follows doctors home, and not ceding routine care to services that fragment the doctor–patient relationship.

What You Must Have

• You know the inside of a medical practice — whether as a GP, nurse practitioner, practice manager, or in a clinical operations role, you understand how a practice actually runs, what pressures GPs are under, and how workflow decisions get made. Critically, you understand that in most clinics it's the practice manager who controls the operational environment a doctor works in — and you know how to work with both. You can have a peer-level conversation with a GP about how they structure their clinical day, and a practical conversation with a PM about how they'd actually roll something out across their team
• A track record of getting people to change behaviour — this could come from clinical training, medical education, practice management, or health technology. The medium doesn't matter; the evidence does
• Comfort with digital health tools — you don't need to be a developer, but you need to be genuinely at ease with SaaS products and able to explain them clearly to time-poor clinicians
• Strong communication — you're as comfortable initiating a cold call to a GP principal as you are writing a clear summary of what you found

You're the Right Person If You

• Understand intuitively why a GP might not have changed a behaviour even when the product is good — and you know how to reframe that conversation around clinical outcomes rather than features
• Can distinguish between a doctor who hasn't embedded Routine Requests because the workflow doesn't fit, and one who just hasn't been shown how it could
• Are a self-starter who surfaces blockers rather than sits on them — when something isn't working, you diagnose it, flag it clearly, and come with a view on what needs to change. You don't wait to be asked. If you need access to data, a different approach, or a conversation with the product team to unlock your next step, you ask for it
• Build structure as you go — you'll start with a brief and leave with a documented playbook
• Don't need to be chased. You own your queue, your calendar, and your outcomes
• Are comfortable operating at the edge of what's been tried before — this engagement is exploratory by design, and the finding that something doesn't work is as valuable as the finding that it does

Nice to Have

These aren't requirements — but they'd mean you hit the ground running:

• Experience in a GTM, customer success, or clinical education role where your output was a measurable change in practitioner behaviour, not just activity
• Familiarity with AI tools — particularly Claude — in a work context. We use AI heavily across the HotDoc team and we'd love someone who's already curious about how it can make their work sharper, faster, and better documented.

About This Engagement

This is a contract engagement — not a permanent role. The initial term is 6 months, with the strong possibility of extension or conversion depending on POC outcomes. You'll work directly with HotDoc's Growth and Customer Experience teams, with a clear brief, defined outcomes, and regular check-ins.

We're open to a range of working models — part-time equivalent (3–4 days/week) considered for the right candidate. The role is primarily remote, with occasional in-person sessions in Melbourne.

If the engagement delivers, there's a genuine pathway: either scaling this as a Clinical Success function within HotDoc, or embedding the playbook into the broader CS and AM team with your input. Either way, the work you do in this engagement will directly shape how HotDoc engages with GPs across Australia.

Salary

Commensurate with Experience and skills

HotDoc Is a Place Where You Can Be You

HotDoc prides itself on being an inclusive and diverse workplace — in fact, we celebrate it. If there are any alternative considerations you might require to fulfil this engagement, or anything we can do to support you through the application process, please let us know.