A Day in the Life of Mary, Greymouse Virtual Assistant
Published by: Greymouse Marketing | 28 March, 2025
At Greymouse, every team member plays a crucial role in ensuring smooth operations and excellent service for our clients. Mary, on of the virtual assistants in Greymouse, is a shining example of dedication, problem-solving, and adaptability.
Two years ago, Mary began her journey with Greymouse. She believed that Greymouse would allow her to contribute meaningfully while growing both personally and professionally. Looking back, she confidently shares that this experience has been nothing short of fulfilling.
Mary worked as a shared Virtual Assistant, taking on diverse client tasks. Some of her key responsibilities included:
| • | Managing incoming calls and emails from various VR clients. |
| • | Sorting invoices and remittances to individual Business Unit folders for Vela. |
| • | Attending to calls and managing reservations. |
| • | Organising and monitoring calendars and reviewing guest lists for Homeostasis Retreats. |
| • | Managing supplier and contractor invoices |
| • | Reviewing statements and approving bills for payment runs. |
| • | Storing invoices on SharePoint. |
| • | Using Xero software to complete various tasks. |
Today, Mary works as a dedicated full-time VA for a company which focuses on empowering individuals with disabilities. The company goes beyond basic NDIS support, offering expert assistance to help clients navigate the NDIS system, maximise their funding, and achieve their personal goals.
Through her role, Mary plays a crucial part in maintaining smooth operations, allowing the organisation to focus on delivering compassionate care and support to its clients.
Mary shared she still remembers her interview with the client before being selected as the Scheduling and Rostering VA, a moment that marked the beginning of a fulfilling journey. That experience was not only a significant step in her career but also a defining moment that reinforced her belief in the importance of her work and her ability to contribute meaningfully to the company’s success.
Mary’s responsibilities have evolved, and she now plays a key role as a Scheduling and Rostering VA. Below are her main duties:
1. Administrative Support
| • | Managing emails, phone calls, and inquiries from participants, providers, and stakeholders. |
| • | Scheduling appointments for NDIS participants with service providers. |
| • | Performing data entry and maintaining accurate participant records. |
| • | Updating and organising documents related to NDIS plans. |
2. NDIS Plan Management & Coordination
| • | Liaising with plan managers, support coordinators, and service providers. |
| • | Ensuring support budgets are allocated correctly in line with NDIS guidelines. |
| • | Monitoring service agreements and ensuring compliance with NDIS regulations. |
3. Financial & Invoice Management
| • | Tracking payments and reconciling financial transactions. |
| • | Following up on unpaid invoices or incorrect billing. |
| • | Approving and processing timesheets. |
4. Compliance & Documentation
| • | Ensuring all records comply with NDIS guidelines and regulations. |
| • | Preparing reports for audits and compliance checks. |
| • | Assisting in the preparation of service agreements and consent forms. |
5. Customer Service & Participant Support
| • | Assisting participants in understanding their NDIS plans and funding. |
| • | Responding to inquiries regarding services, eligibility, and claims. |
| • | Coordinating with support workers and allied health professionals to ensure participant needs are met. |
Each morning, Mary steps into her role with enthusiasm, knowing that she will be solving problems and making an impact. She thrives on challenges, and the problem-solving aspect of her work keeps her engaged and motivated.
Her daily mantra? “Success is the sum of small efforts, repeated day in and day out.” These words by Robert Collier remind her that consistency and perseverance pave the way for greatness.
Motivation comes in many forms, and for Mary, it’s the knowledge that her work contributes to the success of her team.
She celebrates small wins to keep herself energised and focused. For her team, she cultivates a positive, collaborative space where ideas flow freely, and achievements—big or small—are recognised and celebrated.
Mary was drawn to this role because it perfectly aligned with her skills and experience. As a Virtual Assistant specialising in scheduling and rostering, she ensures that all shifts are assigned efficiently, balancing the needs of both clients and staff. Her day begins with reviewing schedules, identifying potential gaps, and making adjustments to ensure smooth operations.
While challenges are inevitable in any role, one of Mary’s toughest moments came when she had to adjust a roster at the last minute due to unexpected staff absences. It was a high-pressure moment, but she knew that service delivery couldn’t be compromised.
Through experiences like these, Mary has developed strong problem-solving skills, honed her ability to resolve conflicts, and learned how to think quickly when faced with scheduling conflicts. One of her biggest achievements has been streamlining the scheduling process, reducing last-minute cancellations, and ensuring seamless operations even during peak times.
Mary finds incredible satisfaction in knowing that her work directly impacts the efficiency of the team and the satisfaction of clients. Behind the scenes, she ensures everything runs smoothly, and that sense of accomplishment keeps her motivated every day.
To her colleagues, Mary offers simple yet valuable advice: stay organised and communicate proactively. These two skills, she believes, are the foundation of success in this field. Strong organisational skills help maintain efficiency, while effective communication ensures smooth coordination with both clients and team members.
Mary expresses gratitude for the opportunities Greymouse has provided for her professional development. The company encourages team members to take on new challenges, expand their skill sets, and grow within the organisation. Since joining, she has not only enhanced her abilities but also witnessed the company evolve into an even more collaborative and supportive environment.
For anyone considering joining Greymouse, Mary advises them to embrace the company’s culture. “It’s a workplace where teamwork, innovation, and communication thrive,” she shares.
One of the best things about Greymouse, according to Mary, is its commitment to professional growth. Through training programs and development opportunities, team members are encouraged to push their limits and take on new challenges. Over time, she has also noticed a stronger emphasis on teamwork and open communication, making it an even better place to work.
As Mary continues her journey, she looks forward to learning, growing, and contributing even more to Greymouse’s success. Each day brings new opportunities, and she is excited for what the future holds!
Success is the sum of small efforts, repeated day in and day out.” – Mary, Virtual Assistant at Greymouse. Through consistent effort and dedication, every day brings new opportunities to grow and contribute.
