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Contact Centre Agent

Integral Diagnostic Group - Bunbury, WA

Health, Medical & Pharmaceutical
Source: uWorkin


Vacancy No


Employment Type
Full Time



South West

Bunbury - SWHC

Applications Close Date

Integral Diagnostics is a leading provider of quality diagnostic imaging services through its highly skilled medical professionals and investment in its technology platforms. One of the largest radiology providers in Australia Integral Diagnostics has established a strong reputation for quality, excellence, and innovation.

Apex Radiology (formally Global Diagnostics) joined the Integral Diagnostics Group to become part of one of largest private radiology providers in Australia and New Zealand. Apex Radiology provides comprehensive Radiology and Tele-radiology services to private medical facilities, public hospitals, WACHS (Western Australia Country Health Service) and also operates a series of stand-alone medical imaging practices across Western Australia.

Key Responsibilities
As the voice of the organisation, and often the first point of contact for many patients and referrals this very busy, challenging role will see you booking procedures and providing exceptional customer service in this full time position.
Your contribution and success in this role, will be your ability to proactively deliver strong specialist patient care in MRI, Ultrasound, CT, Nuclear Medicine, PET, Screening, Xray, Mamography and Cardiac imaging booking services reporting to our Booking Centre Supervisor. This role will allow you to leverage your strong experience in bookings within a call centre environment to directly support the delivery of patient bookings at time of call or in response to online, email, fax, chat and voicemail sources as well as partner with our developing team members to develop this skill.
Responsibilities include:
  • Schedule specialised bookings within a call centre environment, being a subject matter expert for MRI & Ultrasound, CT, Nuclear Medicine, PET, Screening, Xray, Mamography and Cardiac imaging modality bookings (predominantly)

  • Operation of the Radiology Information System (COMRAD) to book appointments and update their details

  • Answer telephone calls regarding bookings and general enquiries while taking and relaying messages as required

  • Action incoming email traffic from referrers/patients requesting bookings or general enquiries

  • Using knowledge of the examination preparation and procedures to give clear and accurate instructions to patients with confidence and no supervision

  • Make outbound calls to confirm upcoming appointments with patients

  • Identify training gaps within onsite teams and escalate to the Specialised Bookings Supervisor for appropriate follow up and action

  • Professionally communicate with patients and referrers ensuring follow up action is taken when required

  • Maintain patient records, examination statistics and related information as required

  • Request blood results when required as well as fax/scanning of documents

  • Previous experience within a call centre environment

  • Previous experience in a patient booking environment

  • Knowledge of private health fund, Department of Veteran Affairs (DVA), workers compensation and third party contracts, business rules and claiming processes

  • Demonstrated experience in successfully managing the interactive relationship of patient and referrers facilitating bookings, queries, complaints and grievances

  • Ability to manage time effectively and meet deadlines to successfully manage competing priorities, maintaining attention to detail

  • Ability to work independently as directed with minimal supervision and collaboratively in a team environment

  • Strong written and oral communication, interpersonal and customer service skills, and the capacity to deal confidently and courteously with people at all levels

  • Understanding of HIC legislation including the Medicare Benefits and Global Diagnostics Billing schedules

  • Monthly ADO

  • Uniform provided

  • Being trained by experienced staff members who have the ability to share their years of knowledge and experience

  • Increase your existing knowledge of medical terminology as well as various medical imaging services

    Interested? We would love to hear from you! Simply visit https://www.integraldiagnostics.com.au/page/join-us/current-vacancies/ to update your interest in this role via our candidate portal. Not already registered? Please submit your resume by selecting “Apply”.
    Please note: Police check will be required for successful applications.
    We encourage Aboriginal and Torres Strait Islander Australians with relevant skills and experience to apply

    Bunbury, WA

    Health, Medical & Pharmaceutical


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