What makes United Radiology different — the standard we hold on a busy day and a quiet one. Read this on day one and refer back when something feels off.
Locally owned and clinician-led, our practice is dedicated to caring for our community. We offer bulk billing for Medicare-eligible patients, welcome walk-ins for your convenience, and provide fast report turnaround times — helping ensure the best possible outcomes for every patient.
These are the hard lines. As a receptionist, you are authorised — and expected — to push back on any of them.
We never send a patient away without a clear next step. Even if we can't help on the day, they leave with a referral, a phone number, or a callback booked.
We never discuss one patient in front of another. Lower your voice, turn the screen, ask the patient to step closer. Privacy isn't optional.
We never guess clinical answers. Defer to the radiologist on duty, or refer the caller back to their GP. "Let me find out and call you back" is always the right answer.
No personal mobile phones at the front desk. Patients should never see a receptionist on a private call or scrolling. Phones go in your bag or the staff room until break.
Eye contact before paperwork. Look up from the screen before they reach the counter.
Stand and smile if you can. First-name introduction, every time.
Calm body language even when you're slammed. Shoulders down, breathe out, voice quiet. Acknowledge people in the queue with a wave and a realistic ETA.
We bulk-bill most Medicare-eligible imaging — there's no out-of-pocket on the day for the vast majority of our patients. We don't compete on private fees because most of our work is already rebated to zero. If a caller is shopping around on price, the answer is:
"If you have a valid Medicare card and your referrer is eligible for this scan, we bulk-bill — no cost on the day. Most of our work falls into that category."