Medical Virtual Receptionist – Call Overflow Coordinator

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Three Peaks International

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2017

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Three Peaks International is a recruitment and outsourcing agency dedicated to providing tailored staffing solutions for businesses of all sizes. With a focus on permanent, temporary, and short-term recruitment services, they connect organizations with candidates that align with their culture and values. Additionally, Three Peaks offers international recruitment and migration services, assisting both employers and job seekers through the hiring process and visa application journey, making staffing hassle-free.

📋 Description

• Manage overflow calls for multiple medical centres • Answer inbound calls for clinics experiencing high call volumes • Identify the relevant clinic and respond accordingly • Provide a professional and empathetic patient experience • Triage calls and determine appropriate next steps • Schedule, redirect, escalate, or transfer calls as required • Document call notes and update relevant systems • Provide information about clinic services, appointments, and general enquiries • Escalate urgent matters to appropriate clinic personnel • Maintain patient confidentiality and comply with healthcare privacy standards • Participate in cross-training initiatives supporting other administrative functions • Verify patient identity before discussing appointments, billing, or personal information • Avoid providing unauthorized clinical advice, diagnoses, or treatment recommendations • Recognize and escalate urgent calls or red flag symptoms according to procedures • Document patient interactions and actions in the Practice Management System • Ensure information provided is accurate and aligned with clinic guidelines • Report complaints, potential risks, or suspected privacy incidents • Participate in compliance education and quality improvement initiatives

🎯 Requirements

• 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 • 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 • Ability to protect patient confidentiality and comply with the Australian Privacy Principles and internal policies • Ability to verify patient identity using approved protocols • Ability to recognize and appropriately escalate urgent calls or red flag symptoms

🏖️ Benefits

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