JOB DESCRIPTION
Receptionist – Evolved Hair Restoration, South Perth
Employment Type: Permanent Full-TimeLocation: Evolved Hair Restoration, South Perth, WAReporting to: Medical Director
About the Role
Evolved Hair Restoration is seeking a professional, organised and patient-focused Receptionist to support our South Perth clinic.
This is a front-of-house and patient coordination role with a strong focus on telephone engagement, appointment booking and patient follow-up. The Receptionist will also support the Medical Director and nursing team with clinic administration, rostering coordination, patient documentation and day-to-day clinic operations.
Inbound and outbound calling is a key priority of this role. The successful candidate should be confident speaking with prospective and existing patients and following up enquiries in a timely and professional manner.
Key Responsibilities
1. Patient Enquiries, Calling & Appointment Management
- Receive inbound calls and make timely outbound calls in accordance with Company follow-up procedures. Follow up prospective patients with the objective of booking consultations and, where appropriate, progressing patients towards surgery bookings. Promptly return missed calls and respond to patient enquiries. Manage consultation and surgery appointments, including confirmations, rescheduling and cancellations. Schedule doctor follow-ups and pre-surgical consultations as required. Greet and assist patients professionally upon arrival. Aim to respond to patient queries and non-clinical concerns within 24 hours. Help minimise patient waiting times
2. Pre-Surgery & Surgery Coordination
- Ensure required pre-surgery administrative documentation is completed and provided to patients on time. Coordinate pre-surgical appointments with the treating doctor Liaise with patients regarding outstanding blood reports or other pre-operative requirements strictly in accordance with instructions from the treating doctor or Medical Director. Support the nursing team with surgery-related paperwork and administration. Coordinate non-clinical patient requirements on surgery days
3. Payments & Patient Finance
- Ensure required deposits are collected prior to surgery. Follow up outstanding balances and ensure payment is completed before surgery unless an approved payment plan applies. Assist patients with available payment-plan options Maintain accurate records of payments received.
4. Rostering & Staff Administration
- Work with the senior nurse to prepare the nursing/staff roster approximately four weeks in advance for review and approval by the Medical Director. Identify and escalate potential staffing shortages or roster conflicts promptly. Assist in ensuring staff attendance is accurately recorded Support efficient utilisation of nursing resources
5. Clinic Administration & Operations
- Maintain accurate and confidential patient records and documentation. Keep consultation and surgery information up to date in Company systems Make reasonable efforts to ensure the reception desk remains attended during operating hours. Support the nursing team in maintaining appropriate clinic inventory Help maintain a clean, organised and professional reception Escalate operational or compliance concerns to the Medical Director
6. Patient Experience & Team Culture
- Maintain a welcoming, respectful and professional environment Communicate objectively and courteously Build positive working relationships with clinical and non-clinical staff. Where a patient concern arises, assist with de-escalation and promptly involve the Medical Director where appropriate.
Key Performance Expectations
Performance will be assessed across the following areas:
- Calling & Follow-Up: Consistent and timely inbound and outbound calling in accordance with Company procedures. Consultation Bookings: Effective conversion of enquiries into booked consultations. Patient Follow-Up: Prompt follow-up of leads, missed calls, cancellations and outstanding patient requirements. Patient Experience: Professional, friendly and responsive patient service, with a target of 95% positive patient feedback where measured. Administration: Accurate and timely maintenance of patient records, CRM information and surgery documentation. Payments: Timely collection and accurate recording of deposits and outstanding balances. Rostering: Rosters prepared approximately four weeks in advance with staffing issues identified early. Clinic Operations: Reception coverage, organised workflow and prompt escalation of operational issues. Professional Conduct: Calm, respectful and collaborative behaviour with patients and colleagues. Attendance: Accurate recording of working hours through the Company's designated attendance system.
Key Attributes
The successful candidate will ideally demonstrate:
- Excellent telephone communication and interpersonal skills. Confidence making a high volume of outbound patient calls. Strong customer-service and patient-engagement skills. Excellent organisation and attention to detail. Ability to prioritise tasks in a busy clinical environment. Confidence handling payments and administrative responsibilities. Ability to maintain patient confidentiality and professional boundaries. Calm and professional behaviour when dealing with difficult situations. Strong teamwork and willingness to support both clinical and administrative colleagues. Experience with CRM, appointment-booking or practice-management software is advantageous. Previous experience in a medical, cosmetic, dental or healthcare reception environment is desirable.
Pay: $55,000.00 – $89,372.21 per year
Work Location: In person
