Customer Service Representative

Lumus Imaging; Willoughby City Council; Hybrid; AUD 34,000 - 44,000; Part time

Job summary

Lumus Imaging in Chatswood is seeking a part-time, phone-based Customer Service role. You will handle inbound patient and referrer calls, book and coordinate appointments, and guide callers through preparation steps and results processes.

The role emphasizes a warm, calm phone manner, strong listening and communication skills, and the ability to navigate multiple software systems. Medicare/radiology system familiarity is a plus but not required.

Qualifications

• Experience in a phone-based customer service or contact centre role.
• Calm, professional phone manner with active listening skills.
• Confident navigating multiple computer systems while speaking with customers.
• Clear communication and genuine care for callers.
• Familiarity with Medicare billing or radiology systems (Karisma, Comrad) is welcome but not essential.

Responsibilities

• Handle inbound calls from patients and referrers with warmth and efficiency.
• Book, reschedule and confirm appointments across imaging modalities.
• Answer enquiries about services, preparation instructions and results processes.
• Provide high-quality customer experience on every call, especially for anxious patients.
• Accurately record call outcomes and patient details in our systems.
• Collaborate with clinic and administrative teams to ensure a smooth patient journey.

Skills

Phone-based customer service

Active listening

Calm, professional phone manner

Strong communication

Multi-system navigation

Tools

Karisma

Comrad

Job description

Why you'll love this role

• Casual flexibility working 3 to 4 days per week from our Chatswood office
• Purely phone-based. No front-of-house pressure, just focused, meaningful conversations with the people who need us
• A supportive team environment with experienced colleagues who value great customer service
• With one of Australia's leading diagnostic imaging providers, offering stability and the chance to grow your skills
• Central Chatswood location, close to public transport and local shops and cafes for your days on site

About the role

As part of our customer service team, you'll be a calm, capable voice on the other end of the phone for patients and referrers alike. Your day will include:

• Handling inbound calls from patients and referrers with warmth and efficiency
• Booking, rescheduling and confirming appointments across multiple imaging modalities
• Answering enquiries about services, preparation instructions and results processes
• Providing a high level of customer experience on every call, especially for patients who may be anxious or unwell
• Accurately recording call outcomes and patient details in our systems
• Working closely with clinic and administrative teams to ensure a seamless patient journey

About you

• Previous experience in a phone-based customer service or contact centre role. Medical or radiology experience is a bonus, but not essential
• A warm, calm and professional phone manner, with strong active listening skills
• Confidence navigating multiple computer systems while speaking with customers
• Clear communication skills and genuine care for the people you're speaking with
• Familiarity with Medicare billing or radiology information systems (e.g. Karisma, Comrad) is highly regarded but not essential