United Radiology

Receptionist

Phones

  • Answering the phone
  • Transfer script
  • Taking a message
  • Voicemail callbacks

At the desk

  • Greeting in person
  • Check-in flow
  • Medicare & referral intake
  • Payment & EFTPOS

Booking

  • Booking decision tree
  • Safety screening
  • Prep rules by modality
  • Same-day & urgent

Billing & Codes

  • Bulk-bill vs private
  • DVA / WorkCover / TAC
  • MBS codes
  • Pricing

Modalities

  • X-Ray
  • CT
  • Ultrasound
  • DEXA
  • Dental (OPG / CBCT)
  • MRI (not offered)
  • Breast imaging (not offered)

Tricky situations

  • Upset patient
  • Complaint flow
  • Privacy
  • Escalation red flags

Forms & paperwork

  • Required paperwork
  • Incident report

Onboarding (Week 1)

  • Week 1 checklist
  • Week 1 overview
  • Our sites
  • The UR way
  • Who to escalate to
Report a bug

Billing & Codes

Bulk-bill vs private billing

Manager approved by Anthony Mobilio on 4 May 2026.

Bulk-billing means we accept the Medicare rebate as full payment — nothing to pay on the day. Private billing means the patient pays our full fee at reception, and Medicare later refunds them a portion. Whether a scan bulk-bills is not a choice — it's a test against four gates.

The decision tree

Run every booking through these four questions. If all four are yes, we bulk-bill. If any is no, the scan is private (or fully out-of-pocket).

  1. Does the patient have a valid Medicare card?
  2. Is the referral from a referrer eligible to order this item (GP vs specialist vs allied health)?
  3. Does the clinical indication on the referral match a specific MBS item number?
  4. Is the service within the MBS frequency limit (e.g. most MRI items: max 3 per 12 months)?

See /billing/mbs-codes for item-number lookups and /billing/pricing for the private fee table.

Common traps

  • GP-referred MRI for a specialist-only item — e.g. an adult knee MRI on a GP referral falls outside the GP-eligible list and goes private unless a specialist re-refers.
  • Allied-health referrer (physio/osteo) outside the allowed spine items — may attract the NR (Non-Referred) item at a reduced rebate, or be fully out-of-pocket.
  • Chiropractor referrals for spine X-ray — not eligible for the allied-health spine items. Medicare will reject.
  • Frequency limit exceeded — same MRI item billed more than 3 times in 12 months. Check prior imaging history before confirming bulk-bill.
  • Non-Australian resident / no Medicare card — fully private, no rebate.

Don't promise bulk-billing on the phone

Quote the private fee and say we'll confirm eligibility at reception once we sight the referral and Medicare card. Promising "free" and then charging on the day is the number one complaint driver.

Explaining it to a caller

When someone asks "will it be free?":

"If you have a valid Medicare card and your referrer is eligible for this scan, we bulk-bill — no cost on the day. If we can't bulk-bill, the private fee varies by site — let me check with the office manager and we'll quote it before you book."

Private health insurance — common misconception

Private health insurance does not cover outpatient imaging in Australia — only inpatient imaging (while admitted to hospital). Tell callers who ask about using their "extras" or hospital cover that it won't apply to a scan booked through us as an outpatient. Medicare is the only rebate path.

United Radiology

Receptionist

Phones

  • Answering the phone
  • Transfer script
  • Taking a message
  • Voicemail callbacks

At the desk

  • Greeting in person
  • Check-in flow
  • Medicare & referral intake
  • Payment & EFTPOS

Booking

  • Booking decision tree
  • Safety screening
  • Prep rules by modality
  • Same-day & urgent

Billing & Codes

  • Bulk-bill vs private
  • DVA / WorkCover / TAC
  • MBS codes
  • Pricing

Modalities

  • X-Ray
  • CT
  • Ultrasound
  • DEXA
  • Dental (OPG / CBCT)
  • MRI (not offered)
  • Breast imaging (not offered)

Tricky situations

  • Upset patient
  • Complaint flow
  • Privacy
  • Escalation red flags

Forms & paperwork

  • Required paperwork
  • Incident report

Onboarding (Week 1)

  • Week 1 checklist
  • Week 1 overview
  • Our sites
  • The UR way
  • Who to escalate to