Virtual Administration Assistant Manager - VARS VIC

at  Avant

About Avant and Avant Practice Solutions
Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 125 years. It was established by a small group of doctors in 1893, who wanted to “protect themselves from actions arising out of the practice of medicine”.
Avant now represents 80,000 health practitioners and medical students across every state and territory, delivering market leading products and services to meet their professional, personal and practice needs. Building on this heritage, our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers.
As a mutual organisation, owned by members and run purely for their benefit, our members are at the centre of all we do. As well as providing products and services to our member, we play a broader community role by advocating for improvements in the healthcare system and in quality, safety, and professionalism in medicine, through delivering education and research activities.
Avant had diversified the products and services provided to support medical practices, with a core purpose of supporting better patient care by making the administration of healthcare simpler, safer, and more efficient.
Avant Practice Solutions goal is to deliver a holistic proposition to support and enable medical practices with a combination of technology, practice management, and virtual administration services. This holistic approach is expected to deliver our next chapter of growth, as we expand our value proposition and the quality support, we provide medical practices in Australia.
About the Role
This role will excel in all areas of Virtual Administration and the successful support of a team and clients. This role will participate in the day-to-day telephone calls of the team and will be available to backfill leave by taking on Kanban responsibilities. This role will include training and oversight of all staff in practice processes. Additional responsibilities will include data entry of quality assurance, team email stats, team phone stats and COVR clients phone data for review and distribution by the Virtual Administration Manager. You will be responsible for delivering successful outcomes with our services, both for the Avant Practice Solutions (APS) business and for our clients.

PURPOSE:

• To provide exceptional customer service to our clients, patients, and medical staff with a commitment to continual improvement
• Contribute to and support the day-to-day management of assigned practices and the development of our administration staff.
• To provide ongoing support and additional assistance to the Virtual Administration Manager.
• To adapt to the demand of different practice needs required for a range of clients.
• To develop leadership skills and attributes that may lead to promotion.
• Collate and report on team and client data.
• Oversee, contribute to, and support the day-to-day management of the Virtual Administration space.
• Adapt to the demand of different practice needs required for a range of clients and provide an escalation point to the Virtual Administration Manager.
• Encourage an atmosphere of engagement and continual improvement.

THIS ROLE WILL BE RESPONSIBLE FOR:

Contributing to the management of daily operations of the assigned practices including but not limited to:

• Participating in daily calls.
• Providing effective communication and support of the team in real time.
• Being responsible for a Kanban Board during times of leave or increased workload.
• Collating email and phone stats.
• Maintaining office stock and orders.
• Reviewing debtors in line with outpatient billing requirements.
• Quality assurance data entry, for submission to the Virtual Administration Manager.
• Preparation and data entry for Fortnightly Billing.
• Training of staff.
• Demonstrable competency in software and tools being utilised to support assigned practices.
• And any other reasonable work-related requests

Contributing to the management of daily operations of APS including but not limited to:

• Ongoing (and new) staff training with clear communication of changes to maintain high staff morale and sense of achievement.
• Ensure Procedures and Protocols are followed and assist to develop these when needed.
• Feedback to Virtual Administration Manager of possible issues (both internal and external) and help to resolve these proactively.
• Maintaining up to date documentation, including D365 among other things.
• Maintain a mindset of continuous improvement, in terms of efficiency of training processes.
• Other duties as required to assist in achieving the Company Vision and aspire to maintain and improve upon that platform.

Core Competencies

• Customer service focus, anticipates and responds to the needs of internal and external clients. Ensures customer expectations are realistic, established and satisfied.
• Basic accounting skills.
• Product knowledge, understands the features and benefits of our services. Communicates this knowledge effectively and efficiently.
• Proficient with computer-based systems that are required within the team and the greater APS.
• Problem solving, the ability to troubleshoot issues creatively and effectively as they arise.
• Perpetuate company culture and the customer satisfaction philosophy.
• Strong work ethic and the ability to provide timely, appropriate feedback and coaching to staff.

Personal Qualities and Behaviours

• Motivated with the ability to work under pressure and to be able to prioritise.
• Excellent written and verbal communication skills.
• Attention to detail and ability to meet deadlines.
• Demonstrated ability to deal with both internal and external stakeholders with empathy and professionalism at all times.
• Maintain and develop your own effectiveness, including taking responsibility for your general health and working on your own professional development as it relates to our vision and mission.
• Prepared to adapt to the changing environment that we, as a developing organisation, may experience.

Key Internal and External Relationships
The Assistant Virtual Administration Manager Level 1 is required to develop and maintain effective working relationships with key internal stakeholders including administration staff, and managers. They must be capable of effectively communicating at all levels. And be ready and able to assist with Clients in the absence of their direct line, through the support of the available Management Team.