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Administrator (Call Agent), Clinical Call Centre

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

  • Typing 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

  • Reference: IrishJobs/A_CA_PT2

  • Job ID: 101125317

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