Overview:

• As a virtual medical reception staff you will play a crucial role in the Pediatric Clinic, managing a variety of administrative, communication, and patient service tasks.
• You will be responsible for ensuring smooth operations by effectively handling phone calls, appointment management, patient communication, and using our software programs blue-chip programs and medical directory. We have a cloud-line based phone system.
• This role requires excellent communication skills, attention to detail, and the ability to operate various software systems efficiently.

Core Responsibilities:

• Phone Support: Answering inbound and outbound calls, including appointment scheduling, confirmation, and rescheduling, and handling patient inquiries.
• Inbound call handling calls
• Making/confirming/changing an appointment
• Updating patient’s contact details
• Obtaining directions to the clinic (we have three locations at Pindara, JFH and GCPH and we have detailed directions on our website and social media page)
• How to book an appointment and current wait times
• How to access forms online and to direct to our website (such as letter, referral, or script requests)
• Out of consult patient enquiries:
• we have an online enquiry form to upload new referrals
• we have an online script request
• we have an online letter/referral request
• phone message not related to new appointments/scripts/letter requested are taken and uploaded into paediatricians holding file
• Questions relating to scripts (how to request, refill, or access a prescription)
• Billing enquiries
• Consultation fees (pricing, pre-payment for new appointments within 3 days)
• Email address for general queries
• Calls from pharmacists or other health care providers requesting to speak to a practitioner in relation to a patient care, script, condition or result. In some cases, when urgent these calls are put through to the doctor (if available at the time)
• Outbound call handling calls would range in nature from:
• Confirming appointments that have not been confirmed via SMS reminders
• Chasing required documentation from patients e.g. referrals
• Rescheduling appointments
• Advising of extended delays if a practitioner is running late
• Calling patients who are on the waitlist to offer suitable appointments when they become available.
• Calling external healthcare providers to obtain information at practitioner request
• Calling laboratories to obtain/enquire after results
• Administrative Tasks: Managing and updating patient records, verifying patient details in the system

• English Proficiency: Strong command of the English language, with the ability to communicate clearly over the phone and in writing. Familiarity with Australian English is essential
• Medical receptionist experience (ideally 2+ years)
• Organizational Skills: Strong time management skills to handle a variety of tasks efficiently. Use of daily checklists and systems to ensure progress and no steps are