Medical Virtual Receptionist- Call Overflow Coordinator

JOB SUMMARY

We are seeking an experienced Medical Virtual Receptionist to provide overflow call support across nine medical clinics, ensuring calls are handled professionally, triaged appropriately, and directed to the correct clinic.

The ideal candidate has excellent communication skills, sound judgment, and thrives in a fast-paced healthcare environment.

SCOPE OF WORK

Manage overflow calls for multiple medical centres.

• Answer inbound calls on behalf of clinics experiencing high call volumes.
• Identify which clinic the patient is contacting and answer accordingly.
• Provide a professional and empathetic patient experience.
• Triage calls and determine appropriate next steps based on patient enquiries.
• Schedule, redirect, escalate, or transfer calls as required.
• Accurately document call notes and update relevant systems.
• Provide information regarding clinic services, appointments, and general enquiries.
• Escalate urgent matters to the appropriate clinic personnel.
• Maintain patient confidentiality and comply with healthcare privacy standards.
• Participate in cross-training initiatives to support other administrative functions.

Compliance and Quality Responsibilities

• Protect patient confidentiality and handle all patient interactions in accordance with the Australian Privacy Principles (APPs) and internal policies.
• Verify patient identity using approved protocols before discussing appointments, billing matters, or any personal information.
• Maintain professional boundaries by refraining from providing clinical advice, diagnoses, or treatment recommendations unless expressly authorised within the scope of the role.
• Recognise and appropriately escalate urgent calls or red flag symptoms in accordance with clinic triage and emergency escalation procedures.
• Accurately document patient interactions, telephone encounters, and actions taken within the Practice Management System.
• Ensure all information provided to patients is accurate, consistent, and aligned with clinic guidelines.
• Promptly report any patient complaints, potential risks, or suspected privacy incidents to the appropriate manager.
• Participate in ongoing compliance education and quality improvement initiatives.

QUALIFICATIONS

• Minimum 2–3 years of experience in medical reception, healthcare customer service, or virtual receptionist roles.
• Familiarity with medical terminology.
• Experience using Best Practice Software or similar systems preferred.
• Strong telephone etiquette and customer service skills.
• Excellent verbal and written communication abilities.
• Strong organisational and multitasking skills.
• Ability to remain calm and professional under pressure.
• Fast and accurate data entry and typing skills.

Technical Requirements

• Reliable laptop/desktop (with at least one backup device)
• Noise-cancelling headset (for interviews and meetings)
• Stable internet connection with a backup (minimum 100 Mbps)

What's On Offer?

• Permanent Work from home setup
• Paid Time off
• Paid Australian Holidays
• Birthday and Work Anniversary perks
• Independent Contractor engagement

Three Peaks International is a Sydney based staffing solutions partner which provides local and virtual staffing solutions to Australian businesses through outsourcing, recruitment, and migration. Simply put, we help businesses grow by providing them the staff they need that gets the job done.