Contact Centre Administrator - General Queries

at  Beacon Hospital

JOB DESCRIPTION

Job Title: Contact Centre Administrator - General Queries
Department: Patient Services
Reports to: Patient Access Manager

QUALIFICATIONS

• Leaving Certificate or equivalent.
• Administration and or computer skills qualification.

EXPERIENCE

• 2 years Customer Service experience
• Previous Medical Admin experience desired
• Experience using IT systems, including MS Excel & Word

JOB SPECIFIC COMPETENCIES AND KNOWLEDGE

• Exhibits high level of customer / patient relation skills.
• Complies with processes and procedures
• Exhibits ability to work as a member of a team in daily performance of duties.
• Have a high capacity for responsibility and individual initiative, and an ability to write clear and concise English.
• Have excellent organisational skills

OVERALL PURPOSE OF JOB

Our mission is to provide exceptional patient care in an environment where quality, respect, caring and compassion are at the centre of all we do.
The overall purpose of this role is to answer internal and external calls using professional telephone etiquette. To answer questions providing general information with the aim of a first time resolution. To troubleshooting problems and transfer or direct calls to the party the caller requests or determine where the caller should be directed based on the information about the purpose of the call.

KEY RESPONSIBILITIES AND DELIVERABLES

• Answer and accurately routes incoming calls to the appropriate people in a courteous and professional manner
• Take and deliver accurate phone messages, with call back numbers and names legibly written, and promptly relay messages to the proper person
• Utilise CRM system to track and analyse calls
• Execute ‘search’ function of telephone directory for internal and external phone numbers
• Maintain the directory and other resources to ensure accurate dispensing of information
• Listen to the callers questions, concerns and determine the nature of inquiries and provide general information endeavouring to resolve their query in a single contact
• Follow up on patient queries in a timely manner
• Retain knowledge to frequently asked questions
• Handle patients’ complaints, questions and inquiries concerning billing and insurance cover.
• Take payments, calculate charges, and process bills
• Update patient accounts in a timely manner with clear and precise information
• Identify and escalate priority issues referring to a more experienced employees if necessary
• Processing requests for ordering Radiology images
• Identify and escalate priority issues
• This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties, which may be requested from time-to-time

PERSONAL AND PROFESSIONAL RESPONSIBILITIES

The post holder is expected to:

• Adhere to the Hospital’s mission and Vision
• Maintain patient confidentiality including authorisation of the release of medical information
• Abide by Hospital policies and all regulatory requirements including mandatory training
• Have excellent customer care and communication skills, both written and verbal
• Have excellent knowledge of computers and Microsoft Windows software and keyboard skills
• Have excellent time management skills and ability to multi-task and prioritize work
• Build collaborative relationships through strong teamwork across the organization
• Be flexible, reliable and detail orientated. Hours of work will on occasion be subject to change
• A willingness to change with the hospital requirements