Contact Centre Agent

About I-MED
I-MED Radiology is Australia's largest medical imaging network with more than 240 clinics located throughout Australia and with just over 4500 employees. Our Vision at I-MED Radiology is to be the most respected and trusted medical imaging specialists in the world. Our Vision is underpinned by our purpose - to save lives and reduce uncertainty.
What can I-MED offer you
- A commencing rate of $29.85 / hr plus superannuation
- Commitment to your health and well-being with access to our employee assistance program. I-MED's Lifeworks portal gives employees access to a number of resources, plus exclusive offers on everyday purchases from well known companies
- Flexible work arrangements and an optional hybrid work model
- A state of the art, purpose-built contact centre, with break out areas that have couches, games plus a micro-market with an ice cream fridge
- Comprehensive induction training and ongoing development opportunities through I-MED's immersive learning platform
- Clear pathways for career progression and secondment opportunities
- A range of employee benefits such as free parking, paid parental leave, salary packaging options, discounted health insurance and gym memberships, banking and travel benefits and much more
- A Contact Centre Reward and Recognition Program that celebrates great performance. You will be seen by the people you work for, and win some great prizes
- No unsocial hours and paid overtime

About the Role
You will be handling predominantly inbound calls from patients and healthcare providers in a fast-paced Contact Centre environment. The role entails booking in medical imaging procedures, providing general preparation advice and billing information relating to the procedure or clinic the patient will attend. Working within an environment of regular change, this will enable you to support patients and healthcare professionals across multiple regions.
Duties
- Make appointments for a number of clinics across multiple modalities (e.g. Xray, MRI, Ultrasound)
- Answer patient's general enquiries
- Explain general procedure preparation and billing information
- Maintain Contact Centre KPI's
- Liaise with our referrers and clinic staff

Skills & Experience
- Preferably Contact Centre experience or, at a minimum, extensive customer service experience (e.g. retail, hospitality)
- Excellent English communications skills and professional phone manner
- Good PC and system skills, with a reasonable typing speed and accuracy
- Adaptable and open to receive coaching/feedback
- Medical understanding desirable but not essential

In-House Training
We will set you up to succeed with a paid training period of 2 weeks classroom learning, and a further 4 weeks side-by-side support, monitoring and ongoing coaching.
At I-MED, you will be on a path of continuous learning and we will give you clear direction for professional development And don't think you're restricted to just our contact centre(s) - we encourage our staff to explore other areas of the business once they feel they have mastered the role of an Agent.
Culture & Environment
The Contact Centre is deliberately a highly managed and monitored environment, providing regular individual and team feedback to support you in achieving your KPIs and become a valued member of I-MED. Our Contact Centre Agents enjoy working in our team for multiple reasons including having the opportunity to cross train, the great team environment, career progression opportunities, and thanks to our Engagement Committee there is always something fun happening or to look forward to (e.g. Christmas in July, AFL Grand Final day, Melbourne Cup day, dress up days)
Rostering
- The full-time position will see you working Mon - Fri, 38 hours per week.
- The part-time position will see you working 3 days per week. It is a requirement that you be available full-time (Mon-Fri) for the initial 4-week induction period.

For the part-time positions, we have various roster options to suit your lifestyle and would be happy to discuss these over the phone should you be successful in making it through to the first stage of the recruitment process. We will consider school hours for the right person.
Location
The office is on Ferntree Gully Road, Mount Waverley and is well serviced by public transport links and some free parking facilities.
Depending on your performance, individual preference and on occasion with COVID restrictions, there will be opportunities to work from home in a hybrid model after 6 months of employment. While staff will not work from home every day, there will be options to balance onsite and work from home, providing successful applicants have an appropriate and safe workspace and reliable internet connection at their home.
How do you apply?
Due to training requirements and on the job support, and to ensure you have enough contact time to master your role, we prefer that you have no planned extended leave for the first 3 months in the role.

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