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.
Job Description
Key Information
Full time role
Working hours span from 8.00 am to 5.45 pm
No Sundays, late nights or Public Holidays
Locations: ACO Carlton and Satellite clinics on an ad hoc basis
This full time, max term role primarily based at our Carlton Clinic, with occasional work at our satellite locations on an ad hoc basis, provides front-of-house reception support to patients, assists with dispensing, and supports our optometrists in our optometry clinics. Patient Services Representatives are key members of the wider clinical team. Working across both reception and the contact centre. Patient Services Representatives are responsible for the delivery of exceptional customer service, and patient focused administrative functions.
Your focus will be on patient care. Our clinics serve everyone in our communities to ensure they have access to the eye care 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).
Explain all current fees and patient financial responsibility and inform patient of payment required for existing balances due at or before next appointment.
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.
Desired Skills and Experience
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.
Essential Criteria
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).
Desired Criteria
Experience working for a not for profit, or public health organisation will be well regarded.
A second language may be an advantage.
Applications close 18 August 2026. To apply please submit your resume and a cover letter (no more than 2 pages) addressing your suitability for the position. Please ensure you include all required documents as applications can only be reviewed once all requested information is received.For more information, including a position description, please contact careers@aco.org.au. Please note applications will not be accepted via email.
Please note: as a healthcare facility, all ACO employees are required to have COVID-19 vaccination (2+ booster) or hold a medical exemption. The annual influenza vaccination is also strongly encouraged.
