Customer Services Administrator/Receptionist

Job Purpose

Under the direct supervision of the Centre Manager and within established policies and procedures the incumbent is responsible for reception administration and call handling duties ensuring appositive patient experience enabling the effective and smooth operation of the Centre.

Responsibilities

1. Greets and registers patients and notifies medical staff of their arrival;
2. Offers complimentary beverages to the patients upon arrival;
3. Maintains presentable appearance in line with Aspris standards;
4. Verifies and inputs patient demographic and insurance information into the Tendercare software program;
5. Complies with Government regulations for the Wellbeing Centre;
6. Records patient complaints effectively following Centre guidelines for internal process;
7. Receives incoming telephone calls schedules initial and follow-up appointments with specialists takes and delivers messages;
8. Will be provided with call handling training to deliver meaningful dialogue and provide useful information based upon patient requests (Clinical advice will not be provided);
9. Provide Insurance information as appropriate and liaise with Insurance co-ordinator to fully support patient;
10. Confirms appointments for the daily schedule;
11. Taking action for voicemail messages emails and website communications;
12. Interacts and communicates professionally with co-workers management and patients;
13. Ensures the confidentiality of employee legal client budget and other Centre matters;
14. Collects consultation fees and issues receipts at the time of service;
15. Handles cash and maintains an accurate cash drawer count with daily reconciliation and data return;
16. Responsible for opening/closing the Wellbeing Centre each day in line with shift rota;
17. Ensures patients complete the happiness feedback form;
18. Ensures the reception area is well stocked with magazines and patient literature;
19. Carries out the Fire Marshall duties of the Centre and maintains a valid Fire Marshall;
20. Performs the duties of the Deputy HSE Coordinator as needed;
21. Perform duties based on the rota pattern and function responsibility i.e. Reception/Call handling
22. Any other reasonable duties as required.

Knowledge / Education / Skills

1. High School diploma required undergraduate college degree preferred;
2. Excellent outstanding engaging personality a must;
3. Good knowledge of computer applications (Word Excel Outlook);
4. Excellent verbal and written communication skills including ability to effectively communicate with internal and external customers;
5. Must have the ability to understand and follow established procedures;
6. Ability to use good judgment in the course of contact with therapists patients and staff.
7. Must be able to work under pressure and meet deadlines while maintaining a positive attitude and providing exemplary customer service.

Experience

1. Previous experience in a medical facility is preferred.
2. Customer service experience

Responsibility
Equipment: Collective responsibility for the care and security of equipment and adhering to the cost and budget guidelines.

Information:Shared responsibility for the confidentiality security and accuracy of records data and information. Ensuring good quality documentation which meets the Organisational requirements Regulatory guidelines and statutory requirements.

Communication & Interaction: Communications will regularly require some judgement involving the seeking and gathering of information with the need for some explanation. May have interactions which contain distressing information.

Safeguarding

All colleagues have a responsibility to protect and safeguard vulnerable individuals at risk (whether children or adults). Colleagues must be aware of local child and adult protection procedures and who to contact within the Local Authority Safeguarding team for further advice. All colleagues are required to attend safeguarding awareness training and to undertake additional training appropriate to their role.

Working Environment

On site working