Job Description
Our medical practice is seeking a reliable, organised, and compassionate Phone Receptionist to manage incoming patient calls and provide exceptional customer service. This role plays an important part in supporting daily practice operations by ensuring patients receive prompt, accurate information and are connected to the appropriate clinicians or departments.
Job Title
-
Phone Receptionist
Work Schedule
- Day Shift
Job Qualifications/Requirements
- 1–2 years of receptionist or customer service experience (medical practice experience preferred).
- Strong verbal communication with a clear, professional manner.
- Confident using computers, EHR systems, online booking platforms, and secure messaging services (e.g., Best Practice).
- Ability to follow triage guidelines and recognise red-flag symptoms that require escalation.
- Understanding of Medicare, bulk-billing, private billing and practice fees.
- High attention to detail and accurate data entry skills.
- Ability to work independently while maintaining productivity and professionalism.
- Reliable internet connection, headset, and a quiet workspace suitable for patient communication.
- Familiarity with RACGP Standards for General Practice and basic medical terminology (preferred).
- Strong time management and ability to prioritise competing tasks appropriately.
Job Responsibilities
- Answer high-volume incoming calls in a polite, professional, and timely manner.
- Schedule, confirm, and modify appointments using the practice’s electronic health record (EHR) and booking systems.
- Triage calls appropriately, directing urgent or clinically significant matters to nursing or GP staff according to practice protocols.
- Provide patients with accurate information about clinic policies, procedures, billing, Medicare requirements, and appointment preparation.
- Confirm and update patient demographics, Medicare details, concession status, and private insurance information.
- Manage new patient registrations, ensuring forms are completed and uploaded correctly.
- Relay messages to doctors, nurses, and administrative staff while maintaining confidentiality.
- Document all call details and relevant updates in the EHR or practice communication system.
- Handle patient concerns with empathy, using de-escalation techniques when needed, and escalate issues appropriately.
- Assist with recalls and reminders, including preventive care and chronic disease management follow-up.
- Confirm pathology, imaging, and hospital follow-up appointments as directed by practice protocols.
- Support telehealth appointment coordination, including identity checks and consent confirmation.
- Ensure patient confidentiality and comply with all privacy, RACGP Accreditation Standards, and HIPAA-equivalent medical privacy regulations.
Good luck and God Bless!