Why work for the ACO

As Australia's largest public health optometry provider, ACO Eye Health is committed to delivering access to high-quality, accessible eye care to all communities. We aim to improve equity through inclusive, patient-centred care, delivered through our network of Melbourne clinics, diverse outreach programs and Rural Victorian Eyecare Service (VES) partnerships. Guided by clinical excellence and innovation, we ensure evidence-based, best-practice care that enhances vision and well-being for all.

ACO Eye Health is part of the Australian College of Optometry (ACO), a not-for-profit global leader in optometry. In addition to the provision of eye care services, ACO also conducts clinical and public health research and advances the profession through education. By integrating care, research, and learning, we improve eye health outcomes locally, nationally, and internationally.

About the Role:

Predominantly based at our Carlton Eye Care Clinic, this role provides front-of-house reception and contact centre support to patients, assists with dispensing, and supports our optometrists in our optometry clinics. You will be part of a team in a role that is very much a group effort, with duties shared.

Your focus will be on patient care. Our clinics serve everyone in our communities to ensure they have access to the eyecare they need.

Accountabilities:

• Manage incoming telephone calls from patients, make appointments, and answer general questions and inquiries in an efficient, professional, and friendly manner to maximise appointment utilisation.
• Provide complete and accurate screening of patients to ensure appropriate booking of patients.
• Use computer systems to refer to existing patient information or set up new patients in the scheduling tool (Optomate).
• Work with the Contact Centre Lead to arrange allocation of waiting list appointments and interpreter assistance.
• Explain all current fees and patient financial responsibility and inform patient of payment required for existing balances due at or before next appointment.
• Communicate all add-ons, delays, cancellations, and “no-shows” to Contact Centre Lead.
• Follow up with patients when they are a ‘no show’ for an appointment.
• Take accurate payments, providing patients with information on balances due.
• Provide dispensing assistance as required.

About You:

You are a proactive and customer-oriented individual with excellent communication and customer service skills. You pride yourself on going above and beyond to provide an exceptional experience for patients. Your experience with Microsoft Office and patient management software ensures you can manage administrative tasks efficiently while maintaining a high standard of service. As a team player, you collaborate well with colleagues, contributing to a positive and supportive work environment.

Previous exposure in an optical dispensing environment is advantageous but not essential.

Desired Skills:

• Completion of Year 12, relevant TAFE qualification, or equivalent combination of relevant experience and education/training
• A genuine desire to work in a patient facing role that requires great customer service skills
• A flexible attitude, be reliable, and comfortable working in a team environment
• A good telephone manner
• Sound computer skills (including basic Microsoft Office Suite)
• A second language may be an advantage
• Optical dispensing experience or willingness to learn preferred

We will be reviewing candidates during this time and reserve the right to close applications sooner if suitable candidate is found. We encourage prospective candidates to apply as soon as possible.