The Life of a Practice Manager

15/10/2026

To every practice manager who has ever felt like they’re carrying the whole practice on their shoulders: we see you. 💙

We’re Roxanne and Kendall, and we started Practice Management Advocacy because practice managers deserve to be seen, heard and supported.

I’m Roxanne, a practice manager and co-founder of Castlegate Family Practice & Women’s Health Clinic in WA. I came into healthcare through administration and recruitment. For the past nine years, I’ve worked at the heart of general practice—supporting teams, managing the realities of running a clinic and helping keep care accessible for our community.

I created The Life of a Practice Manager because I know how demanding this work can be. Some days, you’re solving problem after problem and supporting everyone around you, while wondering who you can turn to. I wanted practice managers to know they weren’t alone.

I’m Kendall, Founding Director of Nexus Co Solutions and a healthcare consultant based in South Australia. I’ve spent more than 23 years in healthcare, including over a decade in practice management and executive leadership. Today, I work alongside practice managers, owners and healthcare teams across general practice, specialist medicine and allied health. I’ve sat in the practice manager’s chair—and now I support the people sitting in it.

We both know practice managers are so much more than administrators. They are leaders, problem-solvers, strategists and culture-builders, often holding together the many moving parts of a healthcare practice. Yet the responsibility they carry isn’t always matched by the recognition, development, support or voice they deserve.

That’s why PMA matters to us.

We come from different areas of healthcare, but we share a belief that practice managers need a community that understands the reality of the role: the people we support, the services we keep running, the changes we navigate and the competing priorities we manage.

PMA is here to bring us together. We want to offer practical resources, honest conversations, encouragement and a community of people who understand the work you do.

We also want to build a stronger collective voice for practice management in Australia—advocating for greater recognition, professional development and inclusion in decisions that affect how healthcare is delivered.

We won’t pretend to have every answer. We’re here to listen, learn and build something meaningful with you.

If everything seems to be landing on your desk this week, remember: you don’t have to figure it all out alone. We’re in this together—and we’ve got this. 💙

With care and understanding,

Roxanne and Kendall
Co-founders, Practice Management Advocacy (PMA)

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30/08/2026

SUNDAY NIGHT AS A PRACTICE MANAGER…

You’re technically off work.

But your brain has already opened the practice. 😂

You’re thinking about:

Who might call in sick tomorrow.

Whether the roster is actually covered.

That doctor who said,
“Can we talk Monday?”

The email you deliberately did not open on Friday afternoon.

The stock order.

The Medicare issue.

The complaint that might come back.

The accreditation task you know is sitting there.

The staff conversation you’ve been putting off.

And the 14 things you promised yourself you would “deal with next week.”

Meanwhile everyone else in the house is relaxing…

…and you’re mentally running Monday morning reception from the couch.

😂

Practice Managers don’t always get the Sunday scaries because we hate our jobs.

Sometimes it’s because we know how much responsibility is waiting for us when that door opens.

Patients.
Doctors.
Staff.
Money.
Compliance.
Systems.
Problems nobody even knows exist yet.

And somehow we’re expected to walk in Monday morning looking calm like:

“Morning everyone! 😊”

While internally thinking:

Right. Let’s see what caught fire over the weekend.

😂

So tonight, Practice Managers…

Close the laptop.

Put the phone down.

The practice can survive until tomorrow.

Probably.

😏

Who else has already mentally started work tomorrow?

👇 Be honest.

— The Life of a Practice Manager

10/08/2026

OMG GP VISITS ARE FREE NOW?! 🎉

Amazing news.

I’ve just called the landlord, ATO, Medicare, the nurses, reception, pathology, IT, Best Practice, the medical suppliers and the electricity company to let them know…

WE’RE ALL WORKING FOR VIBES NOW. 😂😭

Apparently 3,800 clinics have discovered the secret business model:

Revenue: ✨FREE✨
Expenses: $847,392,729

Practice Managers:
“Cool cool cool… shall I pay the rent in thoughts and prayers?” 😂

06/08/2026

Can we stop calling it “just admin”?

Every time someone says a Practice Manager is “just admin”…

I smile.

Not because I agree.

Because I know what happened before I got to work this morning.

✔️ Covered a sick staff member.
✔️ Fixed a Medicare issue.
✔️ Helped a patient in tears.
✔️ Balanced the day’s finances.
✔️ Sorted a doctor’s roster.
✔️ Answered compliance questions.
✔️ Managed HR.
✔️ Solved an IT problem.
✔️ Put out three fires before my first coffee.

And it’s not even lunchtime.

Here’s the part people don’t see…

When a clinic runs well, nobody notices the Practice Manager.

Patients assume it just works.

Doctors can focus on medicine.

Reception can focus on patients.

The business keeps moving.

That’s because someone is quietly holding all the pieces together.

The better we do our job, the more invisible we become.

Maybe it’s time we changed that.

Not because we want applause.

But because recognition leads to better support, better leadership, and ultimately better patient care.

So here’s my question…

What’s one responsibility you have as a Practice Manager that people outside healthcare would never even realise you do?

Let’s show the world what really happens behind the scenes.

04/07/2026

I’ve done a lot of thinking over the past few months.

As Practice Managers, we’re often expected to lead our teams, navigate compliance, solve problems, support doctors, manage finances, and somehow keep everything running… yet many of us feel like we don’t have a genuine space where our voices are heard.

So I decided to create one.

Practice Management Advocacy is a community for Practice Managers, Business Managers, Practice Owners, Practice Administrators and healthcare leaders working across general practice, specialist clinics and allied health.

This isn’t about complaining.

It’s about collaborating.

It’s about sharing ideas, supporting one another, discussing the real challenges facing our profession, and advocating for positive change.

Whether you’re new to practice management or have decades of experience, your voice matters.

If you’re passionate about strengthening healthcare and supporting those who keep our practices running, I’d love to welcome you.

💙 Join the conversation.
💙 Share your experience.
💙 Help shape the future of practice management.

Together, we’re stronger.

JOIN TODAY

https://lnkd.in/gP2YBBzP

01/07/2026

🚨 Happy Wednesday to everyone… except the person who says, “Can I just have a quick chat?” at 4:58 pm. 😅

And because it’s 1 July… apparently we all woke up to a brand-new Medicare world too. 🙃

New rules.

New processes.

New compliance.

New questions.

And somehow… everyone expects the Practice Manager to already know every answer before the morning coffee has kicked in. ☕😂

Being a Practice Manager is wild.

One minute you’re fixing the printer.

The next you’re explaining Assignment of Benefit changes.

Helping patients understand MyMedicare.

Updating reception processes.

Answering staff questions.

Keeping doctors informed.

Making sure the practice stays compliant…

…while trying to stop the phone from ringing for five whole minutes. 📞😂

People think we just “manage the practice.”

If only they knew.

We’re HR.

IT.

Reception.

Finance.

Counsellor.

Problem solver.

Compliance officer.

And occasionally… plumber, electrician and coffee machine technician. 🤦‍♀️🤣

So I’m curious…

What’s been your biggest challenge since all the 1 July Medicare changes came into effect?

Or…

What’s the most random thing you’ve been asked to do this week that definitely wasn’t in your job description?

Let’s have a laugh… because if we don’t laugh, we’ll probably cry! 😂👇

💙 The Life of a Practice Manager – because no one understands a Practice Manager quite like another Practice Manager.

14/05/2026

POV: You’re a Practice Manager and today you were…

✔️ HR
✔️ IT Support
✔️ Therapist
✔️ Receptionist
✔️ Mediator
✔️ Compliance Officer
✔️ Accountant
✔️ Coffee Runner
✔️ Problem Solver
✔️ Emotional Support Human

…all before 10am. 😅

People see a “Practice Manager” title, but they don’t always see the pressure behind it. The constant balancing act of supporting staff, patients, doctors, finances, compliance, and keeping the entire practice functioning — often while carrying stress silently.

And somehow… we still show up every single day and make it happen. 👏

To every Practice Manager feeling exhausted, overwhelmed, or under-appreciated lately:
You are doing more than you realise. Your role matters. Your leadership matters.

Now tell me honestly… what role did YOU play today besides Practice Manager 🧐

06/05/2026

Today honestly broke my heart… but if I’m being honest, I’ve had enough.

Enough of healthcare reception staff being treated like punching bags.
Enough of abuse over fees.
Enough of expecting frontline staff to absorb everyone’s frustration while still smiling through it.

One of my reception staff was not only spoken to rudely today she was yelled at directly to her face over a private billing fee.

And the sad reality is… this is becoming so common in healthcare, especially in general practice and private billing clinics.

The patient attended for:
• a longer consultation
• multiple issues
• a minor procedure

The doctor charged appropriately for the time, care, and treatment provided.

But somehow the receptionist became the punching bag at the front desk.

What people don’t see behind medical centres is the pressure clinics are under right now.

The rising costs.
The staffing pressures.
The accreditation requirements.
The endless compliance.
The emotional load.
The responsibility of caring for thousands of patients every week while trying to keep a small business afloat.

Our reception teams are already carrying so much. They deal with abuse, aggression, unrealistic expectations, and emotional situations daily while still showing up with kindness and professionalism.

They are human beings.

Healthcare workers are burning out. Receptionists are leaving the industry. Practice owners are exhausted. And yet we still continue showing up every single day because we genuinely care about our communities and our patients.

But being unhappy about a fee does not give anyone the right to yell at staff.

Please remember:
The person behind the desk is someone’s daughter, mother, wife, friend, or colleague. They deserve respect too.

11/04/2026

🫣🫣🫣🫣

11/04/2026

The Truth About Staff No One Talks About

Let’s talk about something no one prepares you for as a Practice Manager…

Staff who start off amazing… then suddenly switch.

They come in:
✔️ Eager
✔️ Respectful
✔️ Grateful for the opportunity

You invest in them.
You train them.
You support them.
You back them.

And then… something changes.

The attitude shifts.
The tone changes.
The boundaries get pushed.

And you’re left thinking:
“What happened?”

Here are some hard lessons I’ve learnt:

1. ALWAYS check references.
Not just a quick call—dig deeper. Ask the uncomfortable questions. Patterns don’t lie.

2. Never get too close.
Be kind. Be supportive. Be human.
But you are their leader, not their friend.
Boundaries aren’t cold—they’re necessary.

3. Keep it professional. Always.
No matter how good it feels at the start, maintain that professional working relationship.
Because when things shift… you’ll need that line.

And here’s the truth most people don’t say out loud:

Not everyone who starts strong is built to stay consistent

Not everyone values the opportunity the way you do

Not everyone can handle accountability and structure

Your role is not to chase behaviour. Your role is to manage it.

Address issues early.
Document everything.
Don’t ignore the shift when you feel it.

Because that “small change”?
It’s never small.

And if you’re reading this from the other side

Don’t burn bridges.
Healthcare is a small world.
Your reputation will follow you longer than any role ever will.

Be respectful.
Be accountable.
Be professional.

Because how you leave matters just as much as how you start.