ANSA Health Ballarat (formally Ballarat Psychology Clinic) is a private psychology clinic located in the heart of Ballarat. Our experienced and diverse team of clinicians offer therapy and Assessment for adults, adolescents and children with a variety of mental health concerns. We use client centred approaches to create sustained change and help our clients build a meaningful life.
We have a team of over 26 psychologists, Mental Health Social Workers, Occupational Therapists and Speech Pathologists and 5 administration staff and our team is made up of enthusiastic and driven individuals who are dedicated to helping people and families thrive by providing a calm and supportive environment.
We are looking for a vibrant Client Services Team Member (CST) to join our growing practice. If you are motivated to develop your skills and work cohesively in a team environment, we would love to hear from you.
As the first point of contact, our Client Services Team plays a vital role in ensuring that all enquiries and needs are met in a sensitive, professional and confidential manner. The Client Services Team is involved in all aspects of the patients' experience for both in-clinic or telehealth appointments: initial enquiries via phone or email, handling referrals, booking appointments, orientation to the clinic, processing payments, Medicare claiming and appropriate liaising between patients, referrers and treating practitioners.
Position description
To ensure the smooth running of the front desk whilst providing Admin Support to the team of Allied Health Professionals and the Management Team. To ensure the timely, accurate and efficient processing of all accounts and banking transactions.
Main Duties and Responsibilities
Reception
* Politely answering the phone and dealing appropriately with the matter concerned.
* Take and distribute phone and email messages to the team.
* Obtain client and referral information and make client bookings.
* Update all bookings ensuring all relevant information is recorded.
* Appropriately manage appointment Cancellations and apply any Cancellation and No-shows fees, if needed.
* Ring up Cancellation messages/emails and encourage clients to rebook appointment/s.
* Text/email client reminders for their upcoming appointments if they have not confirmed their appointment.
* Check to Ensure that all Referral Information & intake/consent forms are in the patient's profile.
* Keep the reception desk and general waiting room tidy as well as monitor the kitchenette area if required
* Ensure notes are uploaded to the file for all client communication.
* Ensuring client profiles are regularly updated with any new referral information / changes to client information
Administration
* Set-up new client files.
* Securing and keeping all client information and files completely confidential.
* Scanning of all paperwork and uploading to the client files.
* Check faxes, phone messages and emails and attend to accordingly.
* Complete all activities on the Daily Reception Checklist and leave thecompleted checklist with the Client Relationships Team Leader.
* Keep accurate Databases of all existing and new business contacts.
* Administration related to referrals (including but not limited to decline letters, obtaining further information etc)
* Other Duties and Tasks outside this job role may also be required on an ad hoc basis.
* Competing auditing of client files and actioning any outstanding items.
Finance
* Process Clients payments.
* Process Medicare Rebates.
* Process Cancellations fees on a daily basis.
* Assist finance office to follow-up outstanding debtors.
Customer Satisfaction
* Monitor overall client satisfaction.
* Ensure all clients are politely spoken to via phone and onsite.
* Ensure clients feel welcome at all times.
* Ensuring "gratitude" jar is full and new ones printed as required
* Ensuring music is playing in the office
* Ensuring there is a scent in the office
* Ensuring the waiting room is clean and fresh
* Notifying management of any concerns or issues (including, but not limited to client concerns or comments, client behaviour concerns)
Training & Development
* Keep up to date with new technology and processes i.e. online claiming, electronic rebates and client portals
* On-going internal mentoring from the Accounts Officer and Client Services Team Leader.
Support to the Management Team
* Provision of any and all administrative, business and marketing support as and when required by the Clinic Operation Manager & Principal Psychologist.
Support to the Practice Owner
* Provision of any and all administrative, business and marketing support as and when required by the Client Services Team Leader and Clinic Operation Manager & Principal Psychologist
The above list is not exhaustive and the role may change to meet the overall objectives of the company.
Other Duties
Fulfil any other duties as required by the Client Services Team Leader, Clinic Operation Manager & Principal Psychologist and Management.
Experience
Previous experience working in an allied health or medical environment is highly regarded.
Knowledge
Knowledge of the various funding streams is beneficial
Skills & Competencies
* Customer service focused:committed to providing exceptional customer service across all channels – written, phone and face to face.
* Communication:the ability to communicate clearly and concisely,varying communication style depending upon the audience.
* Conflict management:the ability to be able to assist clients and staff with management of complaints and difficulties.
* Attention to detail:excellent attention to detail and written skills when communicating with others, both internally and externally.
* Ability to prioritise: the ability to look at a task list and work out what is important, and the ability to manage others expectations.
* Teamwork: willingness to assist and support others as required and get on with team members.
* Time management/organisation:accomplish objectives effectively within the time frame given, and carry out administrative duties within the portfolio in an efficient and timely manner.
Personal attributes
* Professional approach.
* Ability to work under pressure.
* Organisational and time management skills.
* Excellent attention to detail.
* Confident manner.
* Positive approach to change.
Hours
- Part-time position (hours to be negotiated by mutual agreement)
- Includes evening shifts during the weel
- Fortnightly Saturday shifts
Clinic hours are 8:00 am–8:00 pm and rosters will be scheduled within these hours. Flexibility to work additional hours as required.
* Other Requirements
* Police Check.
* Working with Children's Check