Booking Specialist

Title: Booking Specialist

Reporting: Booking Manager

Position Type: Full Time, Permanent

Location: 8500 Macleod Trail SW, Calgary AB T2H 2N1

Schedule: Monday – Friday (If applicable: occasional evening or weekend shifts based on operational needs)

About Pureform:

Pureform Radiology is a specialized diagnostic imaging provider offering community-focused services in Calgary and Airdrie. Our clinics currently offer X-ray, Ultrasound, Mammography, Bone Density Testing, Pain Management (including Fluoroscopy-guided and Ultrasound-guided injections at select locations), and Biopsies.

With a team of more than fourteen Radiologists, we support a range of subspecialties including General Imaging, Musculoskeletal, Interventional Radiology, Breast Imaging, Pediatric Imaging, and others.

Position Overview:

Reporting to the Booking Team Lead, you will be part of a fast-paced team and be the first point of contact in patient care taking a large volume of calls from patients wanting to book diagnostic imaging appointments. Responsibilities include handling large volume of patient calls using a phone system, developing a solid understanding of diagnostic imaging medical terminology, requesting requisitions from patients, and providing excellent patient care and customer service to ensure patients have a positive experience with Pureform.

Responsibilities:

• Manages a large inbound call volume using complex scheduling software.
• Schedules patients at multiple clinics for same-day and future date appointments.
• Works with scheduling software to optimize the clinic calendar.
• Learns the times required for scheduling procedures to ensure the clinic schedule is booked efficiently.
• Meets KPIs, such as daily call volume, and others assigned.
• Accurately enters patient data from requisition.
• Learns and follows scheduling protocols to ensure a consistent patient experience.
• Provides excellent customer service to patient inquiries. Answers patient calls in a friendly, courteous, and professional manner. Responds to patient inquiries with accurate information.
• Learns to handle difficult patient calls including exercising de-escalation strategies. Escalates patient complaints to the correct internal unit.
• Learns medical terminology associated with diagnostic imaging.
• Learns the different skill sets of technicians and physicians for appropriate scheduling.
• Trains on the utilization of the patient scheduling software.
• Remains current on system upgrades.
• Participates in internal training programs to enhance customer service skills and knowledge of the diagnostic imaging industry.
• Other tasks as assigned.

Qualifications & Skills:

• High School Diploma.
• Medical Office Certificate or medical related training considered an asset.
• 1 – 2 years of booking and/or administration experience considered an asset.
• Must have strong clerical skills including experience and understanding of booking patient appointment processes and general procedure knowledge.
• Must be able to work with complex scheduling software and other computer programs including Microsoft products (Outlook, Teams, Excel).
• Must have excellent customer service skills and the ability to take a large volume of calls per day (32+ calls per day).
• Must have reliable transportation to the head office location.
• Exceptional team player.
• Ability to adapt to changing processes.
• Ability to read, comprehend, and follow complex instructions.
• Excellent verbal and written communication skills.
• Critical thinking skills to be able to understand medical terminology and make booking decisions quickly.
• Professionalism and the ability to work with people from a variety of cultural, economic, and educational backgrounds.
• Reliable transportation to the Head Office location.

Why Join Pureform?

At Pureform, we value our employees and are committed to creating a positive and supportive workplace culture. Team members have access to:

• Comprehensive Health & Dental Benefits
• RRSP Matching Program
• Paid Personal Time Off (PTO)
• Employee Recognition & Appreciation Programs
• Ongoing Training & Development
• Opportunities for Growth
• Collaborative and Supportive Team Environment

Job Type: Full-time

Pay: From $19.50 per hour

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off

Ability to commute/relocate:

• Calgary, AB: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Have you worked in a call center, patient booking, or scheduling role?
• What are your salary expectations?
• Do you have experience working in a healthcare, medical office, clinic, or hospital environment, including the use of medical terminology?

Work Location: In person