The Opportunity – Administrator, Clinical Call Centre 
 
Vhi is Ireland’s No.1 Health Insurer. Vhi Health & Wellbeing has been established to develop medical, health and wellbeing services for Vhi customers. Vhi currently provides a range of health and wellbeing services to its customers, including leading urgent care services in our SwiftCare Clinics .
 
We are currently recruiting for administrators in our Clinical Call Centre.This role will be based in our Clinical Call Centre in Vhi Offices, Waverley Office Park, Dublin 12 (Old Naas Road).
 
The Role 
 
To provide excellent administrative support to the dedicated Vhi Clinical Call Centre. The administrator 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:

• 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.

Knowledge & Experience

• 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.

 
Skills and Attributes:

• 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 are an advantage
• Flexible team player with a strong work ethic