PURPOSE OF THE
POSITION (i.e. the “WHAT”):
The position of the
Practice Receptionist is to provide receptionist, secretarial and
administrative support to the practice. You will work as part of a team to
provide professional, patient-focused customer service.
The Advanced Team
Member Band is responsible for all the duties of a Practice Receptionist,
whilst also providing assistance and support to the Office Manager. This role
is focused around supporting and training new and existing employees, to
ensure they’re updated across workflows and PRP processes.
In this role, you
will maintain and contribute towards a supportive, respectful and
motivated team culture. You will also contribute to our
performance and engagement culture by actively participating in performance
goals, career goals and meaningful 1:1 conversation with your manager.
KEY
ACCOUNTABILITIES AND RESPONSIBILITIES
•Ensure a first-class experience for patients when they arrive to the
practice for their scans
•Understand Medicare Benefits Schedule (MBS) and a solid understanding
of radiology examinations
•Conducting accurate patient identity checks to ensure the correct
referring doctor and examination is entered upon patient arrival
•Liaise with patients to inform them about diagnostic procedures,
accurate preparation and update them about changes in services
•Work as part of a team to provide
professional, patient-focussed customer service
•Monitor and follow up on open cases to ensure patients are updated in
a timely manner.
•Ability to problem solve by identifying issues and providing
appropriate solutions, escalating complex cases where required.
•Maintain knowledge of PRP workflows and processes, keeping up to date
with changes to ensure compliance with the company
•Action administration duties within the practice including but not
limited to emails, referral uploads, referral waitlists and banking
•Be responsive to changing business priorities, taking on new
challenges and responsibilities as they arise.
•Contribute to various projects and assignments as required to support
the overall team and organisational goals.
•Take accountability and provide support to others in various other
related duties, activities and projects from time to time, in line with the
needs of the business.
ADDITIONAL KEY
ACCOUNTABILITIES AND RESPONSIBILITIES – ADVANCED TEAM MEMBER BAND
•Fulfilling the Practice Receptionist role to a high standard
•Be the first point of contact for employees in the absence of the
Office Manager to deal with feedback, complaints, troubleshooting etc.
•Work in partnership with the Office Manager and Chief in supporting
the practice
•Strong technical knowledge of Medicare Benefits Schedule (MBS) and
have in depth understanding of radiology examinations
•Provide assistance and support to the Office Manager with the
recruitment process and providing training and guidance to new and existing
employees
•Strong knowledge of PRP workflows and processes, keeping up to date
with changes to ensure compliance with the company
•Assist the Office Manager with guiding and
navigating the team of Practice Receptionists through the employee experience
including recruitment, onboarding, induction, training and development,
probation management, performance management, coaching, giving feedback and
resignations and terminations as required
EXPERIENCE:
•Some experience in a
customer service role, preferably in a healthcare or radiology setting
•Strong interpersonal
skills
•Excellent
communication skills, both verbal and written
•Knowledge of some medical
terminology and some radiology procedures
•Strong empathy and
active listening skills
•Customer service
orientation with a focus on patient satisfaction
•Strong computer skills and ability to learn and
adapt to new systems
ADDITIONAL
EXPERIENCE – ADVANCED TEAM MEMBER BAND
•Substantial
experience in a customer service, preferably in a healthcare or radiology
setting is
required
•Successfully completed the “Advanced Team Member” Training module on
the Learning Hub
•Excellent understanding of PRP’s Practice Receptionist role and the
relevant workflows
•Ability to effective train, coach and mentor junior employees
•Strong interpersonal
skills with the ability to motivate and develop teams
•Excellent
communication skills, both verbal and written
•Knowledge of all medical
terminology and all radiology procedures
•Strong empathy and
active listening skills
•Customer service
orientation with a focus on patient satisfaction
•Strong computer skills and ability to learn and
adapt to new systems
•Ability to take initiative and solve problems
when there are errors or mistakes
QUALIFICATIONS AND
LICENCES:
•An accredited qualification in an administration or business field is
preferred, or equivalent relevant experience
