Reporting to the Centre Manager, the Deputy Manager line manages the site’s administration team. They ensure an efficient, professional and effective administrative service is delivered and take responsibility on all key operational administrative aspects of the Wellbeing Centre. This includes but is not limited to, diary management, billing, patient records etc.

RESPONSIBILITIES:

Oversees the clinic’s diary management, ensures the efficient coordination of dates, times and rooms and the effective scheduling and prioritisation of appointments, meetings and other associated events and functions
Manage and coordinate referrals and maintain waiting lists, ensuring the team are updating Salesforce in line with requirements
Good working knowledge of complaint procedures and respond to complaints in an efficient and timely manner
Introduce and manage all patient information within the centre and keeping it up to date with appropriate information
Supervises and coordinates a key administrative process ensuring all associated records, transactions and arrangements comply with the company’s policies and procedures, providing an audit trail by which data and information can be provided or accessed as required.
Collates and analyses data from a variety of sources, producing reports and statutory returns, which meet defined quality standards in terms of accuracy, format and timeliness.
Provides a comprehensive administrative service to the clinic and liaison with all clients (internal and external) gathering feedback and dealing with queries and complaints
Responds to external and internal communications, both over the phone, via email and in person, prioritising accordingly and ensuring appropriate action is taken and all relevant individuals are involved/informed.
Ensures the effective and efficient maintenance of computerised databases and paper filing systems through the timely and accurate updating of associated records.
Billing of all appointments, monitor and chase debt, financial tracking, record keeping, payments tracking and processing
Ordering clinic supplies, stationary and use of purchase order system to raise invoices
Manage the docusign system, ensuring all patients have completed a consent from using this.
Consultant appointments; to ensure all Consultant letters of patients referred by Priory are added to carenotes according to Priory Policy
Appointments; support therapists in making/changing/cancelling appointments In salesforce
Manage the centre and own inbox emails and respond as necessary
Patient file management; ensuring all letters are completed within a timely manner and correspondence is sent appropriately
Collate feedback from patients, encouraging them to complete a doctify review and/or the therapy services questionnaire
Other reasonable management requests
Ensure that reception is covered at all times during opening hours and allocate shifts fairly
Telephone cover at all times for Priory Wellbeing Centre calls ensuring out of hours messages are active when needed
Induct any new admin staff to the Wellbeing Centre and ensure admin staff are trained in the use of our systems
Participation in promotion of therapy packages to patients
To receive all visitors/patients to the Centre and direct to appropriately.
To ensure the reception area, waiting area and toilets are tidy at all times with client supplies fully stocked
Ensure all reception information reference book/files are kept up to date and are locked away at night.
To assist with general duties within the Centre and supporting the centre administrators and Centre Manager
Any other duties that falls within the responsibility of the Post.
All employees should be aware of the policies set out in the Employee Handbook.

OTHER DUTIES INCLUDE BUT ARE NOT LIMITED TO:

Greeting and looking after clients on their arrival to the Clinic
Dealing with enquiries and confirming appointments by telephone and in person
Have good manners and behaviour and work to stringent guidelines
Any other reasonable tasks asked of them by the Line Manager
Have sound knowledge of the health and safety of the centre, along with Audits and Priory policies and procedures
Will need at least 1 years’ customer facing experience and have worked in an administrative role with a customer facing experience. Management experience is essential as the role includes line management of the administrators on site. Healthcare environment knowledge is essential.
Knowledge/Education/Skills
The role holder should be educated to GCSE (Grades A-C) or equivalent standard, with excellent keyboard skills and an intermediate level of proficiency for the standard range of office applications.
Outstanding communication skills both written and verbal to a variety of clients.
Exemplary telephone manner and personal presentation.

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