The Role: What you will do?
As an Administrator you will be the face and voice of Vita Health Group.
Acting as an extension of the firm’s brand and core values, the purpose of this role is to welcome patients to the clinic and support them through their treatment. Whilst undertaking all administrative tasks required to ensure the smooth running of our Private Department.
You will be responsible for taking inbound calls from patients and clients and ensuring these are answered within KPIs. You'll also be managing and processing new private referrals and sending reports to 3rd party referrers within strict time frames.
This role requires a clear concise communicator, with the ability to use initiative to multitask and change priorities as required.
Key Responsibilities
* Manage your own activities and ensure that these are completed in a timely manner and within KPIs.
* Work effectively within the Private Administration team to ensure team targets and KPIs are achieved.
* Identify and escalate any issues.
* Work closely with our Clinicians, Customer Service and NHS Admin teams and to resolve patient queries.
* Any other ad hoc duties to support the Reception, Customer Service and Administration function of the business.
* Answer incoming telephone calls in a professional and timely manner and within KPIs.
* Monitor and manage voicemails and emails ensuring they are responded to in a timely manner.
* Accurately process referrals and contact
* Send clinical letters and reports by email and/or post within KPIs.
* Keep 3rd party portals accurately updated with case information.
* Manage Administration Activities list, respond to actions appropriately and in a timely manner.
* Welcome all visitors to the clinic in a polite and courteous manner and ensure that patients are appropriately briefed to prepare them for their appointment.
* Book follow up appointments and classes.
* Manage and maintain our private appointment diaries, ensuring future appointments are booked correctly.
* Liaise with patients regarding the payment of their treatment. This involves processing card/electronic payments.
* Update patient information and ensure adequate notes are added to patients’ records as required.
* Ensure that the reception, waiting area and office space is always kept tidy and presentable.
* Complete ad hoc reception tasks such as banking, printing of forms, scanning and post.
* Communication with clinical staff where a patient is going to be late or needs to reschedule their appointment.
* Keeping patients updated when clinical staff are running late and re-arranging appointments due to short notice cancellation of the clinic.
Your skills and background:
Essential:
* Professional telephone manner with excellent customer service skills.
* Good IT literacy
* Experience dealing with the public face to face.
* Ability to work within a team and put the customer’s needs first.
* Excellent written and spoken communication skills.
* Strong administration skills with exceptional attention to detail.
* Ability to use own initiative and adapt to changing priorities.
Desirable:
* Experience of processing card/electronic and cash transactions.
* Previous administration experience.
* Previous experience working at a Physiotherapy practice or in a medical environment.
Vita Health Group is proud to be an equal opportunities employer and is seeking to improve the diversity of its workforce. We are committed to Equality, Diversity & Inclusion best practice and positively encourage applications from candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion/belief, marital status, or pregnancy/maternity. For further information on our EDI commitments please view here: Vita Health Groups commitment to Equality, Diversity and Inclusion
We are committed to being equitable and supporting the wellbeing of all employees.
* We are a Mindful Employer
* Your status as a Disability Confident Leader dedicated to ensuring that all candidates are treated fairly throughout the recruitment process. All disabled candidates that meet the minimum essential criteria will be considered for interview.
* Our Ethnicity Matters Scheme where all applicants for senior roles (£40,000+) from a minority ethnic group that meet the essential criteria will be considered for interview.
* Our Gender Matters Scheme where all women applicants for senior roles (£60,000+) that meet the essential criteria will be considered for interview.
* Our sign up to the Armed Forces Covenant.
* Our status as a Menopause Friendly Committed employer.
* Our sign up to the Employer with Heart Charter.
* Our commitment to meet the standards outlined in the NHS Equality Delivery System (EDS). Workforce Race Equality Standard (WRES) and Workforce Disability Equality Standard (WDES).
* Access to health and wellbeing services for colleagues including Mental Health Advocates and an Employee Assistance Programme.
* An embedded "speaking up" culture facilitated by Freedom to Speak Up Guardians.
* Treating transgender individuals with dignity and recognising the potential complications that may arise when taking references. We encourage applicants to contact HR at hr@vhg.co.uk to discuss or amend how we manage reference requests.
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