Medical Bookings Specialist

Location: 1 Market Street, CBD

Job Type: Monday-Friday (38 hours per week) (Fulltime)

Reports To: Customer Service Manager

Company Overview:

MRI Now is a leading national medical concierge booking service. We are committed to delivering exceptional service and creating an outstanding experience for our customers.  We work closely with all our clients including patients, imaging providers, medical practitioners, insurers and employers to coordinate and centralise the imaging booking process ensuring a seamless experience and faster journey to recovery. We pride ourselves on fostering a positive and supportive work environment where every team member can thrive. Join us in making a difference

Job Description:

Are you a detail-driven, customer-focused professional with a passion for healthcare coordination? Join our growing Customer Service team as a Healthcare Bookings Specialist and take part in delivering high-quality patient care by supporting diagnostic imaging appointments.

In this role, you will be the first point of contact for customers, providing assistance, answering inquiries, resolving issues, and ensuring customer satisfaction. The ideal candidate will have excellent communication skills, a problem-solving mindset, and a desire to help others.

Due to recent restructuring, we are now hiring across several specialised roles. Each position focuses on a key step of the patient coordination journey, from case set-up to bookings, providing clear pathways for skill development, training, and future growth.

1. Patient Relations

Key Responsibilities:

·     Receive and review imaging referrals

·     Enter case details with high accuracy into internal systems

·     Cross-check referral information for completeness and compliance

·     Escalate unclear or incomplete cases to appropriate stakeholders

·     Contact patients to obtain verbal consent for services

·     Explain our role in facilitating imaging bookings and medical reporting

·     Conduct safety screenings (e.g. MRI safety checks)

·     Accurately record responses and escalate risks or contraindications

·     Contact patients to book imaging appointments

·     Balance patient preference with available site capacity

Ideal Candidate Will Have:

·       Exceptional attention to detail when recording patient data

·       Fast and accurate data entry skills

·       Ability to follow structured processes consistently

·       Experience in administrative intake or case management (highly regarded)

·       Clear and empathetic verbal communication

·       Active listening to patient of all backgrounds, and their needs

·       Healthcare or patient-facing experience is a bonus

·       Strong organisation and time management skills

·       Experience coordinating schedules or bookings

·       Ability to prioritise efficiently in a fast-paced environment

2. External Relations

Key Responsibilities:

·       High verbal intelligence to engage directly with external stakeholders, imaging sites and Drs rooms

·       Use assertive and professional communication to navigate high-pressure calls

·       Monitor and respond to real-time approval requests

·       Perform high-volume data entry with speed and precision

·       Pivot between admin tasks while supporting phone team when needed

·       Escalate urgent or complex approval issues

Ideal Skills:

·       Strong verbal reasoning and persuasive communication

·       Excellent active listening and de-escalation techniques

·       Manage difficult conversations with empathy and tact

·       Excellent negotiation and soft sales skills

·       Background in debt collection, telesales, or financial services (not a must but advantageous)

·       Strong multitasking and processing abilities

·       Flexible approach to handling both email and phone-based approvals

·       Excellent attention to detail and keen eye for administrative accuracy

·       Confident in system navigation and learning on the go

What We're Looking For Across All Roles

·       Passion for providing outstanding customer service

·       Resilience in handling high call volumes and competing priorities

·       Respond promptly and professionally to customer inquiries via phone, email, or chat and handling high volume client enquiries via telephone

·       Management of patient appointments and facilitating delivery of medical results and a full-service operation

·       Customer Service excellence leveraging systems to deliver seamless high quality customer experience within and between contact channels

·       Professional phone and written communication

·       Intermediate computer literacy

·       Verifies accuracy and completeness of data and correcting entered data when needed.

·       Imports and exports data between different database systems and software;

·       Resolve customer issues and complaints in a timely and effective manner

·       Maintain a high level of customer satisfaction and build strong relationships with customers to ensure happy and returning customers

·       Stay up to date with product knowledge, company policies, and industry trends

·       Adaptability, reliability, punctuality, and a collaborative mindset

·       Willingness to work flexible hours across a rotating roster

Qualifications & Experience:

·       Previous experience in customer service, admin, healthcare, or call centres preferred

·       High school diploma or equivalent (tertiary qualifications a bonus)

·       Commitment to patient confidentiality and privacy

·       A high degree of attention to detail and accuracy

·       Strong communication skills, both written and verbal

·       Excellent problem-solving abilities and attention to detail

·       Ability to work well under pressure and handle difficult situations with professionalism

·       Ability to multi-task and attend to ad-hoc jobs as and when they arise

·       Friendly, positive interpersonal skill and attitude with a strong desire to help others

·       Basic computer skills and familiarity with CRM systems and a willingness to learn new systems

·       Flexibility to work the regular shift from 9am to 5pm and alternative shifts like 7am-3pm or 11am-7pm on a rotating roster

What We Offer

·       Comprehensive training tailored to your role and ongoing support

·       Clear team structure and opportunities for internal movement

·       A positive and supportive team environment with approachable leadership

·       Stable full-time work with rotating rosters

·       Meaningful work supporting patients on their healthcare journey

·       Competitive salary and benefits package

·       Opportunities for career growth and development

If you are a customer-focused individual who enjoys helping others and thrives in a fast-paced environment, we would love to hear from you Apply now to join the MRI Now team and make a difference in the lives of our customers.

How to Apply:

Apply via the Seek Quick Apply option and send your resume and a brief cover letter outlining your experience and passion for Customer Service.

MRI Now is an equal-opportunity employer. We encourage applications from candidates of all backgrounds and experiences.