About us:
Fusion Clinical Research is a dynamic Phase II-IV clinical trials organisation based at Norwood, SA. Fusion is committed to advancing medical research, enhancing patient care and driving innovation in the healthcare landscape.
Fusion provides an ideal setting for the enrolment of patients with conditions usually managed by their family doctor and an ability to service vaccine trials of all phases.
By partnering with multiple General Practitioners (GPs) and specialists within South Australia, Fusion is able to review GP databases for specific patient populations and inclusion/exclusion criteria to find the right patients for matching trials. Through these established physician-patient relationships, we maintain continuity of care close to patients' homes promoting high participation and trust.
Fusion's Vaccine Arm is experienced in running vaccine trials of all phases and boasts a database of over 8,000 participants, engaged and interested in vaccines to enrol from. This allows Fusion to deliver high throughput vaccine studies and rapid enrolment timelines for a variety of population groups and vaccine targets.
Fusion is a subsidiary of CMAX Clinical Research, one of Australia's largest and most experienced Phase I -II clinical trial units.
About the role:
Fusion is seeking a Receptionist/Customer Support Officer for a permanent fulltime role - Monday to Friday during business hours. This role involves supporting our Participant Engagement Team as per the responsibilities below. This position is based at Fusion Clinical Research located at Norwood.
Situated at the reception area, this role will be the welcoming face of our Fusion business, with the main focus on greeting clinical trial participants upon arrival and providing them support in the completion of required documentation.
Key responsibilities include:
* Ensure positive experience for all participants and visitors, including providing additional information on the clinical trial process as required and verifying participant identification;
* Responsible for arranging appointments for participants for a variety of clinical trial activities, such as screening activities, dosing and follow up appointments;
* Assist with the phone screening in and outbound calls for prospective participants, booking appointments and database updating.
Other tasks will include:
* General reception duties – provide a high level of customer service, greet/announce any visitors, answer incoming calls, mail distribution, stocking of stationary and basic office/kitchen supplies;
* Assist with the management of the Participant/Clinic appointment calendar in MS Outlook;
* Ensure participant documentation is printed and on hand prior to any incoming appointment, with a key focus on ensuring the correct study/trial documentation is provided;
* Follow up of any participants who do not attend their appointments and re-book a new appointment;
* Confirm appointments via the SMS system or via direct phone calls;
* Scanning, filing, database entries, as relevant to a variety of administrative tasks;
* Carry out other ad hoc administrative tasks as required in order to support the various other team members.
About you:
* Well presented every day, neat business attire suitable to being the face of our business;
* Proven basic to intermediate knowledge of Microsoft Word, Excel, and Outlook;
* Experience in a busy reception role within a high traffic area;
* Customer Service training is desirable;
* Demonstrated customer service skills - Friendly, polite, and welcoming manner, with a highly professional demeanour;
* Skills in telephone etiquette and courteous communications with the public;
* Ability to determine the sensitive nature of material and maintain confidentiality;
* Feel comfortable in speaking to participants over the phone about sensitive medical conditions;
* Ability to continuously multi-task through-out the day;
* Knowledge of standard office practices and procedures;
* Excellent typing/word processing skills – speed, accuracy, and use of various software applications;
* Skill in the use of operating basic office equipment – telephones, computers and copiers;
* Ideal candidates must be able to work flexible hours between the spread of 8am - 5.30pm.
This opportunity will suit those with experience in customer service, receptionist/admin role. Experience in the healthcare and/or nursing/medical admin background will be a great advantage.
If you are looking for a challenging and exciting opportunity, then please apply by attaching your application letter and CV via the Apply Now function. Applications will close 30 January 2026.
Only experienced candidates with approved rights to work full time without restrictions in Australia will be shortlisted for this role.
Please note that we may be conducting interviews during the advertisement period and retain the right to withdraw the advert should we select a successful applicant prior to the closing date.