Patient Administration Officer

Here at the Lions Eye Institute, we genuinely care about people. We want every day to be a day that brings us one step closer to achieving our ultimate goal – to prevent and cure blindness and eye disease. 

We want you to join us on our journey, by assisting us in achieving this goal. 

The opportunity

Lions Eye Institute has an exciting opportunity for a motivated and well-established Patient Administration Officer to join us on a full-time, permanent basis. This position is responsible for providing administrative, clerical and clinical support, both patient facing and back office on site, ensuring that patient focus is maintained at all times.

Key Responsibilities includes:

• Deliver a high level of customer service over the phone and in person to patients and their carers, referrers, and other key internal and external stakeholders

• Meet and greet patients and relatives in a timely manner with a high standard of customer service 

• Good verbal and written communication skills

• Communicate effectively with patients, staff, clinicians and other health professionals and stakeholders 

• Liaising with external and internal stakeholders

• Ensuring excellent patient experiences

• Commitment to LEI Philosophy and beliefs

• Accurate booking of patients in VIP

• Make new case patient appointments for Clinicians of corresponding unit, and other units if necessary.  

• Booking Clinical Trial patient appointments 

• Provide efficient and professional telephone support by promptly answering calls, effectively managing queries through direct resolution or appropriate escalation and transfer, ensuring all interactions are handled with professionalism and followed up diligently.

• Action/direct patient, referrer and external party’s telephone enquiries in a timely manner 

• Rescheduling entire clinics when directed by the Clinic Manager

• Reschedule individual patient appointments, when requested by patient

• Timely Monitoring and actioning for shared clinic email and Aura Health (LEI online patient registration form platform)

• Timely processing of patient referrals within guidelines

• Timely processing of outgoing patient appointment correspondence including:

  • Appointment reminders

  • Returned referrals

  • Patient uncontactable

  • Initial appointment confirmation

  • Referral expired

  • Change of appointment

• Send out appointment reminders via email and SMS system 

• Assist with opening/setting up of clinic 

• Perform patient testing as required i.e VA, Icare, AR 

• Billing/reconciliation of the orthoptic clinic  

• Provide billing support to doctors’ secretaries as directed by the Clinic Manager 

• Provide relief coverage and support to various units as directed by the Clinic Manager

Other administrative and clinical duties as directed

Essential Criteria:

• Previous experience within a healthcare setting, ideally medical reception/ secretary/ customer service

• Excellent data entry accuracy skills

• Exemplary customer service and communication skills 

• Ability to work well independently and as part of a team

• Desirable knowledge of VIP.net software

• Desirable previous experience within ophthalmology setting 

In return we will offer:

• A friendly, professional and collaborative working environment

• A strong culture of shared core values

• Competitive remuneration package including generous salary packaging

• Supportive environment with opportunities for professional development

• A range of employee benefits including discounted health insurance and optical discounts 

If this sounds like an exciting opportunity that aligns with your experience and career goals, click on the APPLY button to submit your application for this position. For further enquiries or job specific details, please email the recruitment team on: ••••@lei.org.au. 

We strongly promote a culture of diversity and inclusion at Lions Eye Institute. Aboriginal and Torres Strait Islander applicants are encouraged to apply.

Successful applicants will be required to provide a current National Police Clearance. 

Only shortlisted applicants will be contacted.