Concierge/Health Experience Curator

Ochre Health; Canberra; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Full training in systems

Career development opportunities

Supportive team environment

Job summary

Ochre Health Ltd. is recruiting a Medical Receptionist / Administration Officer for Canberra Allergy in Deakin, ACT. The role involves front-desk duties, appointment bookings, billing, and clinical support to allergy doctors and nurses.

You will welcome patients, manage schedules, handle referrals, and maintain accurate records while upholding privacy and compliance. A friendly, organized, and detail-oriented approach is essential.

Qualifications

• Experience in a customer-facing or administration role.
• Excellent verbal and written communication, with a warm and calm phone manner.
• Strong attention to detail and accuracy with data entry.
• Confident computer skills, including Microsoft Office and email.
• Ability to manage competing priorities in a busy environment.
• Understanding of, and commitment to, patient confidentiality.
• Current ACT Working with Vulnerable People (WWVP) registration, or willingness to obtain it before starting.

Responsibilities

• Greet patients and families warmly, in person and on the phone, and manage the waiting room.
• Answer phone, email and online enquiries promptly and professionally.
• Check in patients, confirm personal, Medicare and health fund details, and collect consent forms.
• Recognise when a caller describes a possible allergic reaction or emergency and elevate to a nurse or doctor, or direct to 000.
• Book, reschedule and confirm appointments for consultations, skin prick tests, challenges and immunotherapy reviews.
• Process incoming GP and specialist referrals, check validity, and triage them for doctor review.
• Send patients clear pre-appointment instructions and reminders.
• Manage the waitlist and fill cancellations to keep clinics full.
• Process fees, Medicare claims and rebates, DVA and private health fund billing.
• Handle payments, refunds, end-of-day reconciliation and follow-up of outstanding accounts.
• Scan, file and update patient records in the practice management software.
• Prepare and send correspondence, including doctor letters to referrers, results and management plans.
• Order and receive pathology results and route them to the right clinician.
• Support doctors and nurses with clinic preparation, room setup and stock ordering.
• Keep patient information confidential and follow Privacy Act and Australian Privacy Principles.
• Follow practice policies on infection control, WHS, and accreditation.
• Contribute to a positive, supportive team and help with other administrative tasks.

Skills

Customer service

Administration

Data entry

Microsoft Office

Phone etiquette

Privacy compliance

WWVP awareness

Education

Certificate III in Health Administration

First Aid Certification

Tools

Best Practice

MedicalDirector

Genie

Clinic to Cloud

Job description

Medical Receptionist / Administration Officer

Position details

Medical Receptionist / Administration Officer

Full-time / Part-time

Canberra Allergy

Deakin, ACT

Works closely with Allergy doctors, allergy nurses and the administration team

About Canberra Allergy

Canberra Allergy is a highly skilled team providing comprehensive, evidence-based care for people with allergic and immunologic conditions, from infancy to older age.

With expertise spanning from infancy to older age, our team ensures that every patient receives tailored, evidence-based treatment. We understand the challenges of accessing specialist care in regional areas, and are committed to making high-quality allergy and immunology services more accessible.

One in three Australians are affected by allergies, which often significantly affect their happiness, sleep, study, work and relationships. People in the Canberra Region, South Coast and Riverina have long struggled to access services that address these problems. We are committed to making high-quality allergy and immunology care more accessible to them.

Purpose of the role

You are the first point of contact for our patients and the engine room of the practice. You make sure every patient is welcomed, booked correctly and prepared for their appointment, and that the clinical team has what it needs to run on time.

You also make sure our clinicians' time is used effectively. That means managing schedules proactively, filling cancellations from the waitlist and keeping clinics consistently fully booked.

We offer a range of allergy tests and challenges so we can find the right treatment for each patient. Booking patients into the right appointment, and making sure they are well prepared, helps our clinicians get it right the first time.

Key responsibilities

Reception and patient experience

• Greet patients and families warmly, in person and on the phone, and manage the waiting room.
• Answer phone, email and online enquiries promptly and professionally.
• Check in patients, confirm personal, Medicare and health fund details, and collect consent forms.
• Recognise when a caller describes a possible allergic reaction or emergency and elevate immediately to a nurse or doctor, or direct them to 000.

Appointments and referrals

• Book, reschedule and confirm appointments for consultations, skin prick tests, challenges and immunotherapy reviews.
• Process incoming GP and specialist referrals, check they are valid and current, and triage them for doctor review according to practice protocols.
• Send patients clear pre-appointment instructions, including medications to stop before testing, and send reminders.
• Manage the waitlist and fill cancellations to keep clinics full.

Billing and payments

• Process fees, Medicare claims and rebates, DVA and private health fund billing.
• Handle payments, refunds, end-of-day reconciliation and follow-up of outstanding accounts.

Medical administration

• Scan, file and update patient records in the practice management software accurately.
• Prepare and send correspondence, including doctor letters to referrers, results and management plans.
• Order and receive pathology results and route them to the right clinician.
• Support doctors and nurses with clinic preparation, room setup and stock and consumables ordering.

Privacy, compliance and teamwork

• Keep patient information confidential and follow the Privacy Act 1988 and Australian Privacy Principles.
• Follow practice policies on infection control, work health and safety, and accreditation.
• Contribute to a positive, supportive team and help with other administrative tasks as needed.

Selection criteria

Essential

• Experience in a customer-facing or administration role.
• Excellent verbal and written communication, with a warm and calm phone manner.
• Strong attention to detail and accuracy with data entry.
• Confident computer skills, including Microsoft Office and email.
• Ability to manage competing priorities in a busy environment.
• Understanding of, and commitment to, patient confidentiality.
• Current ACT Working with Vulnerable People (WWVP) registration, or willingness to obtain it before starting.

Desirable

• Previous experience in a medical practice or specialist clinic.
• Experience with practice management software such as Best Practice, MedicalDirector, Genie or Clinic to Cloud.
• Knowledge of Medicare, DVA and private health fund billing.
• Familiarity with medical terminology, ideally including allergy and immunology terms.
• Certificate III or IV in Health Administration or Business Administration.
• Current First Aid certificate, including anaphylaxis awareness (ASCIA e‑training).

Personal attributes

• Genuinely caring and patient, especially with anxious parents and young children.
• Calm under pressure and quick to recognise when something is urgent.
• Organised, reliable and punctual.
• A team player who takes initiative and is happy to pitch in.
• Professional, well presented and respectful of people from all backgrounds.

What we offer

• A friendly, supportive team in a growing specialist practice.
• Full training in our systems, allergy procedures and patient preparation protocols.
• Meaningful work that makes a real difference to patients and families.
• Potential for professional development and career growth as part of a new and expanding clinic.