Administrator (Call Agent), Clinical Call Centre – Part-time [Ireland]

 

Job Details

A part-time permanent vacancy has 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.

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• 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. Closing date for this role is 03/07/2023.

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.

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