This role will support the IOH business with duties including mentoring a small team of
administrators in the employer services, allied health and workplace rehabilitation team, strong
interpersonal skills to meet and greet all our valued clients and customers, organisational skills to
manage various data entry & operational activities across our departments, effective
communication skills to manage phone enquires & written documentation and facilitate various
medical testing.
A key part of role is working with Administration Manager to identify and implement strong,
consistent and replicable processes, and identifying and implementing measurable targets for the
admin team.
Roles and Responsibilities
Client, Customer & Staff interpersonal skills
• Polite, professional, and positive greetings with all clients, customers, and stakeholders
• Assist all IOH clients and customers complete necessary documentation
• Engage our clients and customers to help them feel at ease when in waiting rooms prior to appointments
• Build relationships & effectively communicate with all your aligned administrators
Planning and organising skills
• Daily co-ordination, prioritisation & distribution of work tasks for your aligned team of administrators
• Daily ownership of team administrator tasks to ensure all completed within service timeframes
• Ability to find solutions and engage support during periods of high work volumes and conflicting priorities
• Liaise with Wollongong Medical Practice Manager and Administration Manager to ensure all service delivery teams
are supported and client communication is maintained
• Schedule appointments, confirm appointment attendances & follow up on non-attendances
• Assess own job task priorities & complete all activities within timeframes
Process Improvement and Excellence
• Identify areas for improvement and process improvement and facilitate these projects.
• Help audit processes and identify areas we can do better
• Work with management to create smart KPIs and processes to ensure work is accountable and tasks are delivered
Day to day administrative activities
• Delight our clients and customers with every face-to-face greeting
• Answer telephone enquires in a courteous and appropriate manner
• Perform phone calls to follow up on test results, service approvals, referrals, debt recovery & other business needs
• Collaborate with all internal colleagues on various activities to support the business needs
• Managing mail including physical & electronic (email). Document scanning and maintaining paperless client records
• Invoicing for all services provided by IOH including internal contractors
• Data entry into various work management systems
• Ensure tidiness in kitchen, bathrooms, lunchroom, reception, main office areas & refill supplies
• Adhere to stated policies and procedures relating to confidentiality & quality management
• Ensure the office is open with administrative support during advertised opening hours
• Support the wider IOH business when required and live the IOH Values on a day-to-day basis
Other activities
• Run various reports and analyse information (invoicing, utilisation, work activities, etc)
• Facilitate booking of other specialities (functional & medical) to complete necessary components of service.
• Verify services match booking and all services completed thoroughly including records and client reports
