Practice Receptionist

PRP Diagnostic Imaging; Sydney; On-site; AUD 42,000 - 56,000; Full time

Job summary

PRP Diagnostic Imaging is seeking a Practice Receptionist to deliver patient-focused reception and administrative support. You will work within a small team, ensuring accurate patient identity checks and smooth referrals, while keeping patients informed about procedures and changes in services.

The role emphasizes strong communication, empathy, and the ability to learn and adapt to PRP workflows. Successful candidates will contribute to a positive performance culture and support the Office

Qualifications

• Experience in a customer service role, preferably in healthcare or radiology.
• Strong written and verbal communication skills.
• Conflict resolution and problem solving with patients and staff.
• Proficient computer skills and ability to learn new systems quickly.

Responsibilities

• Provide receptionist, secretarial and administrative support to the practice.
• Ensure first-class experience for patients arriving for scans.
• Handle patient identity checks and correct entry of referring doctors.
• Inform patients about procedures, preparation, and service changes.
• Support team with emails, referrals, and banking tasks as needed.
• Assist in onboarding and training new staff and maintaining PRP workflows.

Skills

Customer service

Interpersonal skills

Communication

Empathy

Active listening

Computer skills

Learning new systems

Education

Administration or business qualification

Job description

Job Description

PURPOSE OF THE POSITION (i.e. the “WHAT”):

The position of the Practice Receptionist is to provide receptionist, secretarial and administrative support to the practice. You will work as part of a team to provide professional, patient-focused customer service.

In this role, you will maintain and contribute towards a supportive, respectful and motivated team culture. You will also contribute to our performance and engagement culture by actively participating in performance goals, career goals and meaningful 1:1 conversation with your manager.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES

• Ensure a first-class experience for patients when they arrive to the practice for their scans
• Understand Medicare Benefits Schedule (MBS) and a solid understanding of radiology examinations
• Conducting accurate patient identity checks to ensure the correct referring doctor and examination is entered upon patient arrival
• Liaise with patients to inform them about diagnostic procedures, accurate preparation and update them about changes in services
• Work as part of a team to provide professional, patient-focussed customer service
• Monitor and follow up on open cases to ensure patients are updated in a timely manner.
• Ability to problem solve by identifying issues and providing appropriate solutions, escalating complex cases where required.
• Maintain knowledge of PRP workflows and processes, keeping up to date with changes to ensure compliance with the company
• Action administration duties within the practice including but not limited to emails, referral uploads, referral waitlists and banking
• Be responsive to changing business priorities, taking on new challenges and responsibilities as they arise.
• Contribute to various projects and assignments as required to support the overall team and organisational goals.
• Take accountability and provide support to others in various other related duties, activities and projects from time to time, in line with the needs of the business.

The Advanced Team Member Band is responsible for all the duties of a Practice Receptionist, whilst also providing assistance and support to the Office Manager. This role is focused around supporting and training new and existing employees, to ensure they’re updated across workflows and PRP processes.

ADDITIONAL KEY ACCOUNTABILITIES AND RESPONSIBILITIES – ADVANCED TEAM MEMBER BAND

• Fulfilling the Practice Receptionist role to a high standard
• Be the first point of contact for employees in the absence of the Office Manager to deal with feedback, complaints, troubleshooting etc.
• Work in partnership with the Office Manager and Chief in supporting the practice
• Strong technical knowledge of Medicare Benefits Schedule (MBS) and have in depth understanding of radiology examinations
• Provide assistance and support to the Office Manager with the recruitment process and providing training and guidance to new and existing employees
• Strong knowledge of PRP workflows and processes, keeping up to date with changes to ensure compliance with the company
• Assist the Office Manager with guiding and navigating the team of Practice Receptionists through the employee experience including recruitment, onboarding, induction, training and development, probation management, performance management, coaching, giving feedback and resignations and terminations as required

EXPERIENCE:

• Some experience in a customer service role, preferably in a healthcare or radiology setting
• Strong interpersonal skills
• Excellent communication skills, both verbal and written
• Knowledge of some medical terminology and some radiology procedures
• Strong empathy and active listening skills
• Customer service orientation with a focus on patient satisfaction
• Strong computer skills and ability to learn and adapt to new systems

ADDITIONAL EXPERIENCE – ADVANCED TEAM MEMBER BAND

• Substantial experience in a customer service, preferably in a healthcare or radiology setting is required
• Successfully completed the “Advanced Team Member” Training module on the Learning Hub
• Excellent understanding of PRP’s Practice Receptionist role and the relevant workflows
• Ability to effective train, coach and mentor junior employees
• Strong interpersonal skills with the ability to motivate and develop teams
• Excellent communication skills, both verbal and written
• Knowledge of all medical terminology and all radiology procedures
• Strong empathy and active listening skills
• Customer service orientation with a focus on patient satisfaction
• Strong computer skills and ability to learn and adapt to new systems
• Ability to take initiative and solve problems when there are errors or mistakes

QUALIFICATIONS AND LICENCES:

• An accredited qualification in an administration or business field is preferred, or equivalent relevant experience