Role Title: Administrator (Call Agent)
Location: Old Naas Road, Dublin 12 (Hybrid)
Contract: Full-time, Permanent
Vhi Health & Wellbeing is seeking a proactive and customer-focused Administrator to join our Clinical Call Centre team on the Naas Road, Dublin 12. This permanent, full-time (hybrid) opportunity offers the chance to be part of a supportive and dynamic environment, playing a vital role in delivering an excellent experience for our members and supporting the delivery of high-quality healthcare services.
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.
What we offer:-
Bonus
- Health Insurance
- Pension
- Income Continuance
- EAP
In addition, Vhi offers a range of services and programs designed to support your physical, mental, and emotional health. Services include the Vhi 360 health centre with lifestyle and complementary therapies, an Employee Assistance Programme (EAP) offering counselling, coaching, and expert advice, and individual support such as mindfulness resources and health coaching.
What will you do:
- 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 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.
What you need to be successful:
Education & 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.
Interpersonal skills
- Patient/customer focused and demonstrating the related skills.
-
Excellent IT skills – MS Word, Excel and Outlook in particular.
-
Demonstrate alignment with Vhi values.
Sustainability
At Vhi, we believe that the health of people and the health of the planet are interconnected. That’s why we’re on a journey towards an integrated model of healthcare that puts people and the planet at its heart.
Our Commitment to Inclusion and Accessibility
At Vhi, we are on a continuous journey to build an inclusive and diverse workplace where everyone feels valued and respected. We welcome applications from individuals of all backgrounds, experiences, abilities, and perspectives.
We are committed to providing reasonable accommodations at every stage of the recruitment process for candidates with disabilities, neurodivergence, or medical conditions. If you require an accommodation, please contact [email protected], and a member of our recruitment team will be in touch via email.
Any information you provide will be treated confidentially within the recruitment team and used solely for the purpose of determining and providing appropriate accommodations during the application and recruitment process.
Vhi is an equal opportunities employer
Ready to start your journey? Apply now.
