Administrator- Call Agent

Benefits:

• Health Insurance
• Performance related pay
• Company pension
• And many more

Role Purpose

• To provide excellent administrative support to the dedicated Vhi Swiftcare Clinic/Clinical Call Centre. 
• The administrator will work across a 7 day roster over 365 days (including evenings, weekends and Public Holidays) , and will provide best in class customer service to patients attending at the Clinic or when calling the clinical triage phone line, while also being a supportive colleague to other staff members.
• Provide an excellent level of customer service to patients attending the Clinic.
• Manage all communications in a respectful and courteous manner e.g. face-to-face, phones, emails, etc. 
• Enter accurate information and maintain computerised patient files. 
• Meeting targets and following current scripts for the Call Centre. 
• Escalating issues as required to line manager.
• Managing large amounts of calls in an effective manner and navigating the patient through the appropriate pathway. 
• Correspond with the relevant Swiftcare Clinic regarding any patient queries in a timely manner.
• Organise and book patients appointments & advise of costs in relation to the range of Vhi Healthcare policies. 
• Collect payment and issue receipts for payments received. Avoid bad debts where at all possible.
• Issue invoices for services delivered and perform daily cash reconciliation. 
• Deal with all patient queries and/or distribute to other team members where appropriate. 
• Internal management of patient results to ensure correct recording, sign-off by doctors and filing.
• Issue necessary correspondence to third party providers, GP’s etc. 
• Manage complaints received at source in line with Complaints Procedure. 
• Provide support for medical staff as required.
• Adhere to patient confidentiality at all times in line with our Patient confidentiality policy. 
• Play a role in maintaining Accreditation standards and adhering to all relevant company policies and procedures, such as Health & Safety, Risk Management, etc.
• Be a support to the Clinic Manager/relevant Team Lead
• Other related duties as outlined by the Clinic Manager.

Education & Experience

• Minimum 1 year experience in an administrative role.
• Experience in a customer facing role or the ability to demonstrate capability in a customer facing environment is essential.
• Previous experience in a healthcare setting would be advantageous but not essential.
• Previous experience in a call centre environment is highly desirable
• Demonstrated alignment to Vhi values

Skills and Abilities

• Patient/customer focused and demonstrating the related skills
• Excellent communication skills in person, on the phone or in writing 
• Excellent interpersonal skills
• Strong focus on accuracy and attention to detail 
• Excellent IT skills – MS Word, Excel and Outlook in particular 
• Excellent planning and organising skills 
• Typing skills are an advantage 
• Flexible team player with a strong work ethic