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
Robust 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
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📌 Practice Receptionist (Sydney)
🏢 Prp Diagnostic Imaging
📍 Sydney