Receive and screen phone calls, direct callers and visitors appropriately and manage patient flow within the facility.

Handle requests, distribute mail and information, and perform clerical tasks such as data entry, filing, and supply management.

Maintain confidentiality and adhere to organisational policies, supporting a diverse and respectful workplace. 

Demonstrate sensitivity, empathy, and excellent communication skills in all interactions.

Scheduling Duties

Independently create and manage patient appointments within the electronic medical record system for a complex, multispecialty practice. 

Gather and verify patient demographic and provider information to ensure accurate scheduling and eligibility assessment.

Advise patients regarding co-payments, referral authorisations, and pre-service deposits, ensuring preparedness for procedures or visits. 

Coordinate care through electronic correspondence, ensuring timely follow-up documentation and management of outside medical records, imaging, and lab results. 

Respond to patient and healthcare team enquires via telephone, online requests and fax, maintaining accuracy and thoroughness in all communications. 

Demonstrate flexibility in cross-coverage between front-of-house and reception desks as required. 

Patient Liaison Duties

Convert self-pay enquiries and consultations to procedures, meeting pre-agreed targets and maximising conversion rates. 

Provide pre-consultations information and indicative pricing promptly to patients and relevant stakeholders. 

Book suitable clinic appointments for self-pay patients and manage the costing, distribution, and tracking of self-pay packages. 

Follow up with patients post-consultation to ensure understanding of treatment options, finance availability, and next steps.

Organise and host consumer open events, capturing data and ensuring timely follow-up.

Ensure compliance with regulatory requirements, Health and Safety standards, and confidentiality protocols.

Track and report on bookings, conversion rates, and key performance indicators.