Contact Centre Agent
- Manage patient appointment bookings, enquiries and urgent scheduling requests across a network of radiology clinics.
- Provide clear, empathetic service to patients, carers, referrers and healthcare providers by phone and email.
- Maintain accurate patient records, protect confidentiality and collaborate with clinic teams to support a seamless patient experience.
Adelaide, SA
About Jones Radiology
Jones Radiology is proud to be a doctor owned and operated practice offering the highest quality of diagnostic and interventional radiology services throughout South Australia and Alice Springs.
We are committed to being at the forefront of quality, technology, innovation and subspecialisation with leading radiologists in Musculoskeletal, Neurological, Oncologic, Interventional and Breast Imaging.
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
At Jones Radiology, every patient interaction matters. As a Contact Centre Agent, you'll be the first point of contact for patients, referrers and healthcare professionals, helping to create a positive and seamless experience from the very first phone call.
Working in our fast-paced Contact Centre team, you'll coordinate appointments, provide accurate information, respond to enquiries, and support patients through their healthcare journey. This role offers the opportunity to combine exceptional customer service skills with meaningful work that contributes to outstanding patient outcomes and supports the delivery of high-quality medical imaging services across South Australia.
In this role, you will:
- Managing patient appointments and booking requests across our network of clinics.
- Providing patients with clear and accurate information about their appointments and procedures.
- Responding to enquiries from patients, carers, referrers and healthcare providers via phone and email.
- Ensuring patient details and records are maintained accurately within our systems.
- Coordinating urgent appointment requests and supporting efficient scheduling outcomes.
- Working collaboratively with clinic teams to deliver a seamless patient experience.
- Resolving enquiries and escalating issues where required.
- Supporting continuous improvement initiatives and contributing to a positive team culture.
- Upholding patient confidentiality and maintaining the highest standards of customer service.
- Delivering every interaction in line with Jones Radiology's commitment to exceptional patient care.
About You
You are a customer-focused professional who genuinely enjoys helping people and takes pride in delivering exceptional service. Whether you have experience in a contact centre, medical reception, administration, hospitality, retail, or another fast-paced customer service environment, you thrive when juggling multiple priorities while maintaining accuracy and professionalism.
You are a confident communicator, comfortable working across multiple systems, and can build rapport with a diverse range of people. Most importantly, you share Jones Radiology's commitment to care, respect, excellence and teamwork, ensuring every patient feels supported and valued throughout their experience.
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.
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
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.
To apply, click 'Apply'. Please complete the application form, upload a cover letter and current resume. For enquiries, please contact Tracy Rayan at Tracy.Rayan@jonesradiology.com.au
Please note: We request that recruitment agencies do not submit candidates for this position, as they will not be accepted.
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