Part-time vacancies have arisen for the role of Administrator (Call Agent), Clinical Call Centre. The successful candidates 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. Key responsibilities will include but are not limited to:
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.
The successful candidate must have:
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.
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
Flexible team player with a strong work ethic
Demonstrate Alignment with Vhi Values.
VHI is an equal opportunities employer. Please note: In the case of a high number of applicants for this role, shortlisting will take please prior to interview selection based on the CV provided in this application.
Skills: Customer Care Healthcare Insurance
Contact: Meabh Keating
Job ID: 101125317