We give you the flexibility to choose the level of help you need, depending on your stage of practice. This might involve us setting up your office processes and answering your calls (we call that Virtual Reception). And when you’re ready to start recruiting, we can train new staff, so your systems are ready to hand over. We’re also here to support important admin decisions, such as choosing the right medical software or getting your health fund agreements and provider numbers sorted. All these elements are vital at the start‑up stage, and we tailor them to where you’re at in your practice. Now that AI exists, it’s helped us streamline things even further and cut down the time. Smart integration can be incredibly useful in your practice and keep everything running smoothly. 

RWS also provides personalised, one‑on‑one coaching and training with you, and if you have staff, we can train them as well. We believe it’s essential to understand your business processes so you stay in control and staff can’t pull the wool over your eyes. The goal is to help you run a turnkey practice where you’re not reliant on a single staff member who may leave at any time. And that’s the benefit of VR. When we set you up with Virtual Reception, we can step back in and support you once you do have staff, especially when they need to take leave or move on. We like to use the analogy of having a new baby in the house. At first, you need someone to help get things settled. Feeding, sleeping, finding a rhythm. We take care of that for you, and when you’re ready, we hand the baby back. And if you ever need help again, like when staff are away, we step back in to mind the baby, so nothing misses a beat. 

One example is our Practice Set‑up Training. We walk you through all the tasks involved in getting your business underway. If you’ve already completed some steps, that’s fine. We simply bridge the gaps. You don’t know what you don’t know! 

Our team guides you on what training is most popular and what most people need. Once you’ve completed the training and are equipped with the information, you can decide which tasks you’d like to handle yourself and which ones you’d prefer RWS to take on. Typically, doctors starting out prefer a hybrid model. They like to do some things themselves because they have a little more time on their hands. We can train you, teach you what to do, and then you can go off and action it. We’re always here to help if you get stuck. As things get busier, it might make sense for us to step back in. For most doctors, this hybrid model works really well. But if you’re taking over an existing practice and already busy, we can manage most tasks for you. 

There are a few different training courses that doctors typically do. A little summary of the trainings we offer includes: 

• Practice setup 

• Health fund & billing 

• Setting up your medical software 

• Setting your fees & pricing structures 

• The importance of the letter writing process 

• Appointment types / triaging process 

• Building a referral base 

We tailor everything exactly to your needs, which is why one-on-one training is the best way to do it. There are many ways we can help, so we recommend contacting our office to arrange a meeting and discuss how you’d like to be supported. 

Sometimes that support looks like training for your team. Sometimes it’s improving your current systems. And sometimes it’s simply having someone step in when staff are away, phones are overloaded, or you’re dealing with unexpected turnover. You might even want us to manage your payroll so you can stay focused on your patients instead of paperwork. 

As your practice grows, recruitment and staff management often become areas where extra support is needed. And once things are busier, many established doctors ask us to run a billing and practice health‑check audit. It’s a simple way to confirm everything is being billed correctly and that the practice is running compliantly. 

Whatever the task, we can assist. Our support stays flexible, and we adapt as your practice evolves, so you always receive help that feels right for you and your team.  

Payroll Services

Managing payroll in private practice can be more complex and time-consuming than most doctors expect. Between ATO requirements, superannuation deadlines, award conditions, and the general admin involved, it’s easy for it to become a bigger task than anticipated. That’s where we step in.  

Many doctors ask whether their practice staff can handle payroll, but we don’t recommend it for two reasons.  

1. Most staff simply don’t have the training or experience to manage payroll accurately and compliantly and;

2. It can leave you vulnerable to fraud.  

We’ve seen many instances where staff have paid themselves more than what is due, often without the doctor realising.

Our payroll team manages everything for you. We oversee payroll for practices across Australia, ensuring that thousands of staff payments are processed every month. We make sure you’re compliant with ATO requirements, super is paid on time, and staff leave and award entitlements are correct and up‑to‑date. We also integrate systems, including AI‑supported checks, to reduce manual errors and keep things running smoothly. Everything is overseen by our team, so you stay in control without having to do the heavy lifting. 

Some doctors consider asking their accountant to complete payroll, but this can create its own challenges. Accountants don’t work with the medical award every day like we do; we live and breathe the award that applies to your practice. They also aren’t across the day‑to‑day realities of how medical practices operate, such as staff hours, workflow patterns, and administrative processes. These details matter, and without them, payroll can easily become problematic. 

Our payroll service is turnkey. It’s efficient, accurate, and designed to take the pressure off your practice. It’s one less thing for you to worry about, and it keeps things running smoothly. 

If you’d like to talk through how the service works or what you need for your practice, our team is always happy to guide you through it. 

Policies & Procedure Manual

A well-crafted Operations Manual or Practice Handbook is the roadmap for a smooth‑running practice. At RWS, we produce more than 100 bespoke manuals each year, each one tailored to your specialty, software and workflow. It’s work we deliver across Australia every day. 

Most practices have valuable knowledge sitting in the heads of their staff. When someone goes on leave, resigns, or reduces their hours, that knowledge disappears overnight. Suddenly no one is quite sure how billing was being done, how triage was managed, or what the workflow looked like day-to-day. A manual only works if it’s actively integrated and monitored, otherwise it becomes another document sitting idle in your system. We start with the really crucial systems, and then continue developing your manual as your practice grows and new areas need attention. 

This is where our systems approach, supported by AI, makes a real difference. One of the biggest opportunities we see with AI is helping practices create and document their systems more efficiently. AI helps us build the initial structure and framework for your practice documentation, saving you time and money. From there, our team works closely with your staff to add the personal touches and the real-world detail that reflects exactly how your practice operates. The result is a Practice Handbook that is genuinely useful. 

Our manuals come to life because they’re paired with the procedures we set up for you. We don’t just hand over documents; we embed the processes into your practice, so your team knows exactly what to do and how to do it. 

Great practice documentation combined with active systems allows:

• Control of your practice and better risk management 
• Easier replacement of staff if they can no longer work or resign 
• Accountability (staff know their responsibilities) 
• Increased efficiency (reduces double handling) 
• Peace-of-mind – reduces risk and improves compliance 
• Consistency of process and branding 
• Less training time 

Every manual we create is bespoke. It’s built around your software, your specialty, and your workflow. It outlines every essential task, how it’s completed, and who is responsible. It keeps your daily operations consistent and protects your IP when staff are away or move on. Years ago, when RWS first started, secretaries would stay with you for their whole career. Now the workforce is more transient, which is why having clear, documented systems matter so much. 

If you’d like to talk through how this works or what your practice might need, we’re always happy to help. 

Position Descriptions and Key Performance Indicators

A Position Description outlines the role and tasks required for each employee.  The document is particularly important to ensure compliance with FairWork as it demonstrates that the employee has had clear direction regarding their duties and has agreed to take on employment with a clear understanding of the role and its requirements. Therefore, should a performance management issue arise at your practice, a Position Description document can protect you as the employer, from staff saying they were not made aware of their duties.

Position Descriptions evolve over time. In a new practice, they may start out broad and become more detailed as your systems develop. As your practice grows, these documents should be updated and reissued – with both parties agreeing to any changes. 

Once you have a clearer picture of your day‑to‑day needs, Key Performance Indicators (KPIs) can be added to strengthen the Position Description. KPIs provide measurable expectations, whether qualitative or quantitative. Most doctors find they’re a year or two into private practice before they can confidently outline KPIs, simply because it takes time to understand what’s needed for a thriving practice. KPIs will vary depending on your specialty, your workflow and the role, though some apply across all practice types. We also set up your contracts with enough flexibility to evolve as the practice changes. For example, if another doctor or a nurse joins you, your needs will shift. Where you start isn’t necessarily where you’ll end up. 

Examples include: 

Qualitative: The employee must demonstrate a caring, patient-focused approach.  

Quantitative: The employee must answer the phone within three rings. 

Qualitative KPIs should be supported by clear practice policies, so staff understand exactly what is expected.  Quantitative KPIs must also be fair and realistic. What’s achievable in a startup practice may change as your clinic becomes busier. 

RWS writes Position Descriptions and KPIs for practices every day, and we can support you in creating documents that are accurate, compliant and agreed to by both employer and employee. 

Reporting & Benchmarking

RWS provides reporting to help you understand how your practice is performing. We benchmark practices against data from 1,000+ specialists across Australia. We’ve found that Doctors really like being able to see where they sit compared to other specialists. It helps you put your own numbers into perspective. Regular reporting gives you visibility over your costs, highlights areas that may be out of step with similar practices and helps you make informed decisions as your business grows. We review your P&L, identify trends, and guide you on key moments when changes are recommended, such as the right time to hire.

We’ve been working with doctors in private practice since 2005, so we can advise you on what’s typical at each stage of growth. This includes benchmarking data such as expected referrer numbers, patient volumes, and other key performance indicators.  

Medical Billing

We can handle your billing for you, train your staff, or even work with your partner, because they usually know your business better than anyone. Our approach is flexible: we teach you or your team what to do so you feel empowered, and we’re always ready to step back in whenever you need extra support. 

 Consultation Billing 

• Invoicing and collecting payments 
• Processing receipts into your nominated system 
• Lodging Medicare rebates and issuing benefit statements or receipts 

Operation Bookings 

• Coordinating all aspects of theatre bookings 
• Managing anesthetist and assistant allocations 
• Completing elective and public admission forms 
• Liaising with patients regarding preoperative preparation 

Operation Billing 

• Using ECLIPSE for online billing with up-to-date fee schedules 
• Billing out-of-pocket expenses and issuing Informed Financial Consent 
• Assisting with registration across private health funds 
• Lodging all operation billings and reconciling payments 
• Correcting and resubmitting ECLIPSE rejections within five days