Customer Service Office - Bookings Centre

About the Role

Capital Radiology & Integral Diagnostics (IDX) are expanding our Customer Service Centre to transform our patient experience. We have a number of positions available, based in our Contact Centre at Langmore Lane, Berwick.

These are full-time positions (Monday - Friday), part-time applicants will not be considered.

As the first point of contact, these roles are primarily responsible for attending to patient booking requests in an efficient and responsive manner and will deliver exceptional patient care and customer service, ensuring a values-driven, empathetic, and confidential approach to both patients and referring doctors.

This role will allow you to leverage your experience in booking management, whether within a call centre or a medical administration environment, to support the smooth delivery of patient bookings, including responding to calls, online bookings, email queries, fax referrals, and voicemail replies. You will be responsible for booking procedures and appointments across various practices and delivering exceptional customer service.

We are looking for someone with a genuine interest in the medical/health industry and a passion for delivering excellent customer service to join our team.

Responsibilities Include

• Answering telephone calls and responding to patient enquiries in a professional and sensitive manner
• Scheduling patient bookings and maximising appointment slots
• Informing patients of relevant preparation instructions, cost estimates, and the need for appropriate concession cards
• Actioning patient referrals as part of a multi-disciplinary team that includes Receptionists, Booking
• Centre Agents, Radiologists, Radiographers, Sonographers, and Nuclear Medicine Technologists
• Managing appointments using our state-of-the-art RIS system (Visage) to optimise clinic efficiency
• Quoting relevant fees and Medicare rebates to patients
• Ensuring patients are well-informed of preparation requirements before their visit
• Collaborating effectively with technical and support staff to ensure a smooth booking process
• Full-time position, working Monday to Friday

About You

• Self-leading with a consistent Patient First approach
• Passionate about quality patient care and the healthcare industry
• Previous experience as a medical receptionist using a patient entry or booking system (preferably in Medical Imaging, GP, or Allied Health) is regarded highly
• Excellent communication skills, with the ability to build rapport with patients, referrers, and staff through effective listening, speaking, and writing
• Compassionate and empathetic, able to remain calm under pressure
• Capable of working autonomously as well as part of a team
• Keen eye for detail to ensure accurate data entry into our RIS system, along with EFTPOS and cash handling
• Proven competency with technology and the ability to use multiple platforms simultaneously
• Service-oriented, always striving for excellence in customer service
• Strong problem-solving skills, including optimising appointment slots
  Excellent time management, with the ability to stay organized and meet team KPIs
• Positive "can-do" attitude that builds rapport easily with patients, staff, and professionals
• A willingness to learn new skills, including medical imaging terminology

We Can Offer

• Career pathways through training, mentorship, and advancement opportunities
• Exclusive access to MRI and Sonography traineeships
• A supportive, team-focused culture where your voice is valued
• Work-life balance with predictable hours and no shift work required
• Staff Recognition & Awards – We celebrate your success
• Corporate Perks & Discounts + Health and wellness benefits
• Fitness Passport Access – 1,000+ gyms nationwide
• Discounted Private Health Insurance
• Novated leasing and salary sacrifice
• Paid Parental Leave – Because family comes first
• Flexible and supportive working arrangements

To learn more about us, follow us on LinkedIn or visit us at www.capitalradiology.com.au