Call Centre Representative

This role is critical in delivering exceptional service to patients, referrers, and health care professionals by managing appointment bookings and general enquiries related to diagnostic imaging services. If you're passionate about patient care, thrive in a fast-paced environment, and enjoy being part of a supportive team, this is the role for you.

Key Responsibilities

• Patient Support & Enquiries: Serve as the first point of contact for patients and health care providers, responding to phone and email enquiries with professionalism, empathy, and efficiency.

• Appointment Scheduling: Accurately book and manage a variety of imaging appointments, ensuring the correct preparation instructions are communicated clearly to patients based on procedure type.

• Referrer Liaison: Build and maintain strong relationships with referring doctors and clinics, facilitating the efficient flow of information and timely coordination of patient bookings.

• System Management: Use internal booking and patient management systems to update records, verify details, and ensure data accuracy in compliance with privacy and confidentiality requirements.

• Problem Solving: Handle challenging or sensitive enquiries with a calm and solutions-focused approach, escalating to senior staff or clinical teams when necessary.

• Team Collaboration: Work closely with other team members, imaging clinics, and administrative staff to maintain smooth operations and deliver a seamless patient journey.

• Process Improvement: Identify opportunities to improve call centre work flows and contribute ideas that enhance the customer and team experience.

About You

• Proven experience in a high-volume call centre or health care administration role (medical imaging or allied health experience highly regarded).

• Excellent communication skills – both written and verbal – with a strong focus on customer service and patient care.

• Ability to multitask and remain calm under pressure in a fast-paced environment.

• High level of attention to detail and organisational skills.

• Tech-savvy with the ability to quickly learn internal systems and navigate electronic booking tools.

• Strong understanding of patient confidentiality and a commitment to upholding ethical standards in a health care setting.

• A proactive, positive team player who contributes to a supportive and respectful workplace culture.

What We Offer

• A structured on boarding and training program tailored to help you succeed in your role.

• Opportunities for ongoing professional development and career growth within a national health care network.

• Access to employee well-being programs including mental health support, EAP services, and wellness initiatives.

• Flexible work arrangements and a collaborative, values-driven team environment.

• Be part of an organisation that puts patients first and is committed to clinical excellence.