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

Forms & paperwork

Required paperwork

Manager approved by Anthony Mobilio on 4 May 2026.

Two separate questions live under "paperwork": what the patient brings, and what we print or capture on the day. Keep them as two checklists.

What the patient brings (from the UR website)

  • A valid referral — paper or electronic, in-date, naming the scan.
  • Medicare card — physical or digital (Express Plus app). See the callout below.
  • Concession card — if applicable (pensioner, Healthcare Card, etc.) — can affect Medicare safety-net calculations, worth capturing.
  • Private health insurance card — if they have one (useful for HICAPS claims on billable items).
  • Photo ID — required for first visits, or any time the Medicare card is digital and the person looks significantly different from their app photo.
  • Prior imaging (disc or USB) — only if the radiologist or referrer has asked for it.
  • DVA card if applicable.
  • WorkCover paperwork — claim number and employer contact details.
  • TAC paperwork — claim number and date of accident.

What we collect or print on the day

  • Patient consent form (general) — every new patient, once per episode of care.
  • Contrast consent form — any scan with IV contrast (CT contrast studies, CT-guided procedures).
  • Pregnancy declaration — women of childbearing age for any ionising scan (CT, XR).
  • Assignment of benefit form — bulk-billed patients sign this so we can claim Medicare directly. No signature, no bulk bill.
  • Invoice or receipt — always, even for fully bulk-billed visits. It's a regulatory requirement.

Where the blank templates live: [placeholder: forms repository / intranet link].

Electronic Medicare

Most patients now carry digital Medicare cards in the Express Plus app. Treat them as equivalent to the physical card as long as the photo and the expiry date are both clearly visible. If the photo looks nothing like the person in front of you, ask for photo ID.

Missing referral

If a patient arrives without a referral, your options are: call the referrer for a fax or email, proceed as an NR (no-referral) item if the modality has one and the patient accepts the out-of-pocket, or reschedule. Never image without a valid referral — the only exceptions are BreastScreen and some DVA emergency presentations.

Patient can't provide ID

Photo ID is a hard requirement for first visits. If the patient has forgotten it, options are to reschedule, or (rarely) use a statutory declaration. Stat decs need office manager approval — do not make that call yourself.

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