Customer Care Specialist

South Coast Radiology; New Zealand; On-site; NZD 52,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Fitness Passport

Employee discounts

Recognition programs

Referral bonuses

Career advancement

Work-life balance

Community events

Job summary

Horizon Radiology seeks a Customer Care Specialist to join a patient-focused team delivering essential imaging services across New Zealand. You will handle calls, schedule appointments, provide cost estimates and referral information, and work with a multidisciplinary team to ensure a seamless patient journey.

The role requires strong communication, empathy, and accuracy in medical administration, with flexibility to work in a collaborative clinic environment and contribute to patient care

Qualifications

• Previous experience in customer service or medical administration.
• Experience with healthcare bookings or a contact centre is a plus.
• Strong communication and empathetic approach with patients and healthcare professionals.

Responsibilities

• Answer telephone calls and respond to patient enquiries professionally.
• Schedule patient appointments and maximise booking opportunities across clinics.
• Provide patients with preparation instructions, cost estimates, and concession information.
• Process and action patient referrals accurately and efficiently.
• Manage appointments using the RIS system to optimise clinic efficiency.
• Quote fees and Medicare rebate information to patients.
• Ensure patients are informed of preparation requirements at arrival.
• Collaborate with Receptionists, Radiologists, Radiographers, Sonographers, and Nuclear Medicine Technologists.
• Maintain accurate patient records with privacy and confidentiality in mind.

Skills

Customer service

Medical administration

Healthcare bookings

Communication

Time management

Team collaboration

Tools

RIS Visage

Job description

Customer Care Specialist Horizon Radiology Join a supportive, patient-focused team delivering essential healthcare services across NewZealand. Horizon Radiology is part of the network of leading radiology IDX Group practices in NewZealand. We specialise in X-Ray, Ultrasound, and Pregnancy Scans, with a strong focus on patient care and clinical excellence. Our experienced team are dedicated to delivering high-quality imaging services using the latest technology in a welcoming and supportive environment. Join Horizon Radiology and make a real impact on patient care while working in a professional, collaborative team. As part of the Integral Diagnostics (IDX Group) we are one of Australasia’s largest radiology providers with more than 90 sites in Australia and NewZealand, we’re proud to offer a supportive, forward-thinking environment for our people. As a publicly listed company on the ASX300, IDX combines stability with growth opportunities — driven by our quality, innovation, focus on patient care and investment in the latest technology. Joining IDX means being part of a leading network where your expertise makes a real difference in delivering the best health outcomes for patients.

Key Responsibilities

• Answer telephone calls and respond to patient enquiries in a professional, caring, and sensitive manner.
• Schedule patient appointments and maximise available booking opportunities across our clinics.
• Provide patients with preparation instructions, cost estimates, and information regarding concession card requirements.
• Process and action patient referrals accurately and efficiently.
• Manage appointments using our state-of-the-art RIS system (Visage) to optimise clinic efficiency.
• Quote relevant fees and Medicare rebate information to patients.
• Ensure patients are fully informed of any preparation requirements before their appointment.
• Collaborate closely with Receptionists, Booking Centre Agents, Radiologists, Radiographers, Sonographers, and Nuclear Medicine Technologists to support a seamless patient journey.
• Maintain accurate patient records while adhering to privacy and confidentiality requirements.

About You

To be successful in this role, you will have:

• Previous experience in customer service, medical administration, healthcare bookings, or a contact centre environment.
• Excellent verbal and written communication skills.
• A professional and empathetic approach when dealing with patients and healthcare professionals.
• Strong organisational and time management skills with the ability to manage competing priorities.
• High levels of accuracy and attention to detail.
• Confidence using computer systems and learning new technology.
• The ability to work both independently and collaboratively within a multidisciplinary team.

FOR YOU

• Competitive Salary: Attractive salary with annual reviews to recognize your contributions.
• Fitness Passport: Access to many locations nationwide to support your fitness goals.
• Employee Discounts: Discounts from retailers for everyday expenses, holidays, health insurance and more.
• Recognition Programs: Celebrate outstanding performance and dedication through our recognition platforms.
• Referral Bonuses: Financial incentives for referring great talent to our team.
• Career Advancement: Opportunities for career growth and succession planning within an innovative company.
• Work-Life Balance: Flexible work options for full-time or part-time roles.
• Community and Social Events: Engage in a supportive workplace with free parking and great social events.

Building a healthier world, by delivering the best health outcomes one patient at a time.

IDX employs a wide diverse range of professionals across career pathways: Clinical Specialists – Radiologists, Radiographers, Sonographers, Echocardiographers, Nuclear Medicine Technologists Nursing – Registered Nurse, Enrolled Nurse, Clinical Assistants Administration – Managers, Supervisors, Receptionists, Booking Centre Agents Shared Services – People & Culture, Marketing, Risk Management, ICT, Finance

We know that the success of our business is dependent on our experienced, dedicated, and forward-thinking invaluable team.