Patient Contact Centre Consultant

Jones Radiology; Adelaide; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Competitive salary package

Generous parental leave

Wellness tools & Fitness Passport

Novated vehicle leasing options

Uniform allowances

Team celebrations & recognition

Job summary

Jones Radiology’s Central Bookings Contact Centre in Eastwood is hiring a Patient Bookings Consultant to help patients access imaging services across our clinic network. You will be the first point of contact, answering calls and web requests, booking appointments and providing clear, professional information with care.

You’ll work in a structured, fast-paced environment, using multiple systems, following established processes, and balancing patient care with accuracy and pace.

Qualifications

• Experience in a contact centre or customer service environment.
• Clear communication and ability to learn new systems.
• Reliable and patient-focused with strong attention to detail.

Responsibilities

• Answer inbound calls and web requests from patients and referrers.
• Book and schedule medical imaging appointments.
• Enter and update patient information across multiple systems.
• Provide accurate information with care, patience and professionalism.
• Navigate internal knowledge resources to resolve enquiries.
• Identify the best next step for each patient or referrer.
• Maintain high-quality patient experience while following processes.

Skills

Inbound calls

Scheduling

Customer service

Data entry

Systems navigation

Tools

CRM software

Booking systems

Job description

Adelaide, SA

About Jones Radiology

Jones Radiology is one of South Australia’s most recognised and trusted healthcare brands, supporting thousands of patients every week across a large network of clinics and specialist imaging services. Doctor-owned and operated, Jones Radiology brings together leading clinical expertise, advanced imaging technology and a strong commitment to patient-centred care.

With a team of more than 300 passionate professionals across clinical, operational and customer service teams, Jones Radiology has built a reputation for quality, innovation and exceptional service. Its Contact Centre was also recognised as 2025 SA Contact Centre of the Year at the Auscontact Excellence Awards, reflecting the strength of its people, service standards and team culture.

For customer service and call centre professionals, this is more than just answering phones. The Contact Centre team plays a critical role in helping patients feel supported, informed and cared for during important moments in their healthcare journey. It is a fast-paced, supportive environment where empathy, problem solving and strong systems skills come together to make a genuine difference every day.

About the Role

We are looking for people with a calm, professional and customer-focused style to join Jones Radiology’s Central Bookings Contact Centre in Eastwood. As a Patient Bookings Consultant, you will play an important role in helping patients access the care they need across Jones Radiology’s network of clinics and specialist imaging services. You will be one of the first points of contact for patients, clinics and hospitals, providing clear, accurate and professional support over the phone.

This is more than a standard contact centre role. You will help patients book medical imaging appointments, answer enquiries, navigate important information and identify the best next step in their healthcare journey. Each call is an opportunity to provide calm, reassuring and efficient service during what may be an important or uncertain time for the patient.

You will work in a structured, supportive and fast-paced environment, managing a steady volume of calls while using multiple systems and following established processes. The role will suit someone who is warm and professional, confident with technology, quick to problem-solve and able to balance patient care with accuracy, focus and pace.

What You’ll Be Doing

In this role, you will:

• Answer inbound calls and web requests from patients, referrers and other healthcare professionals
• Book and schedule a range of medical imaging appointments
• Provide clear information with care, patience and professionalism
• Accurately enter and update patient information across multiple systems
• Use internal knowledge resources to find accurate information and resolve enquiries
• Help identify the best next step for each patient or referrer
• Manage calls efficiently while maintaining a high-quality patient experience
• Work within established processes, service standards and contact centre expectations

What You Can Expect

• A full-time role based in Eastwood
• Rotating weekday shifts between 7:30am and 6:00pm, Monday to Friday
• One Saturday shift per month, 8:00am to 5:00pm, with applicable overtime rates
• A comprehensive four-week training program to make sure you feel comfortable and confident
• Structured scripts, systems training and knowledge resources to support your learning
• Ongoing coaching, feedback and development
• A warm and supportive team environment with regular recognition and team celebrations
• The opportunity to build your capability within a respected healthcare organisation

About You

You may have experience in a contact centre, healthcare, administration, reception, retail, hospitality or customer service environment. Previous medical or radiology experience is not essential. More important is your ability to learn, use systems confidently, communicate clearly and provide a consistently high standard of service.

Most importantly, you will bring:

• A genuine interest in helping people and supporting patient care
• A calm, professional and warm phone manner
• The ability to stay composed in a busy, structured environment
• Strong attention to detail and accuracy
• Confidence using multiple computer systems at once
• Good problem-solving skills and the ability to think on your feet
• Strong memory retention and the ability to apply new information
• Patience, resilience and the confidence to guide calls appropriately
• Reliability, adaptability and a willingness to learn

The people who thrive in this role are engaged, steady and service focused. They enjoy helping others, take pride in getting the details right and are comfortable working independently within a supportive team environment.

Rewards & Benefits

At Jones Radiology, you will have access to:

• Competitive packages that reflect your skills, experience and contribution
• Generous paid parental leave
• Fitness Passport, wellness tools and programs
• Novated vehicle leasing options
• Annual uniform allowances
• A supportive culture with regular recognition and team celebrations
• Annual performance reviews, with potential progression based on contribution and development

Jones Radiology has defined levels within the Contact Centre team and values people who are engaged, willing to learn and interested in building their capability over time.