Account Manager

About Us :

We are a multidisciplinary allied health clinic providing speech therapy, occupational therapy, play therapy, and psychology services.

We predominately serve paediatric clients, but also provide services to teenagers and adults in the community, depending on their needs.

Our mission is to support and empower our clients through skilled, bilingual and family-centred therapy services.

Through achieving this mission, we aspire to realise our vision to be a beacon of hope for families from culturally and linguistically diverse (CALD) backgrounds.

About You :

• A certification in Administration highly desirable

Position Summary :

As Receptionist, you will be representing the clinic and supervising the receptionist team to ensure clients and visitors receive excellent and professional customer service as well as having a key role in diary management and waiting list triage and organisation. You will be responsible to ensure all reception areas operate a high quality service at all times and supervise a range of administrative duties to ensure the smooth operations of the practice.

Key Requirements :

Experience

Some experience working in a medical practice is an advantage but not essential

Knowledge and Skills

• Highly developed verbal and written communications skills
• Excellent attention to detail
• Ability to manage and organise work and self in a systematic, accurate and timely manner
• Information Technology skills regarding proficient use of major programmes and packages (Word, Excel, PowerPoint)

Attributes

• Excellent interpersonal skills
• Professional presence with clients
• Capacity to accommodate the varying level and urgency of the tasks
• Ability to work well under pressure
• Enthusiastic to further develop abilities

Desirable

• Experience working culturally and linguistically diverse communities
• Experience working with children
• Experience in the provision of health promotion/community education activities
• Be fluent in English and able to converse in Cantonese and Mandarin

• Accurate typing – 40wpm
• Computer skills and knowledge
• Microsoft Office Suite – Basic / Intermediate
• Knowledge and operation of standard office equipment
• Current knowledge of clerical and administrative procedures and systems such as filing and record keeping
• Strong communication skills - written and verbal
• Excellent planning and organising
• Ability to effectively prioritizing
• Problem assessment and problem solving
• Information gathering and information monitoring
• High attention to detail and accuracy
• Flexibility and adaptability
• Strong customer service orientated
• Teamwork focus and approach

Job Responsibility :

FRONT DESK MANAGEMENT

• Continues to fulfil all duties as outlined in the Receptionist Job Description.
• Responsible for the compilation of the Front Desk Duty Roster in line with the operational requirements.
• Responsible for pro-active identification of front desk recruitment needs and execution of such with the approval and support of the Practice Director.

ADMINISTRATIVE MANAGEMENT

• Represent the practice as the first point of contact, greeting clients and visitors at reception and answering all incoming calls and making client bookings.
• Provide administrative support to the Director such as managing mail, emails and preparation of documents and correspondence, managing stationary and supplies, photocopying, binding of documents and running errands as required.
• Update and maintain client files including preparing new files, scanning of documents, the filing of electronic and hard copy documents and archiving of closed files.
• Assist with delivery of workshops and seminars such as set up of room, providing refreshments, preparation of materials and presentations etc.
• Process all client payments and ensure the end of day procedures are completed.
• Ensure reception area, practice rooms and waiting area are maintained cleanly and tidily.
• Assist with the technical set-up of patient examination, e.g. instructing patients where to wait, or initiating testing protocols.
• Assist with the coordination and invoicing of sub-letters and sub-contractors.
• Follow up with the list of weekly tasks and complete the procedural checklists.
• Social Media marketing and monitoring of up and coming events and promotions.
• Data entry of client information into Halaxy and spreadsheet.
• Prepare and send Monthly newsletter and bulk email campaigns through Mailchimp or similar software tools.
• Summarise and report on weekly takings and other specific KPI’s (Key performance indicators)

QUALITY IMPROVEMENT

• Ensures administration staff compliance with the requirements of workplace health and safety, and anti-discrimination practices and behaviour in the work environment.
• Place a consistent focus on Quality Improvement through the streamlining of all administrative and front desk systems, processes and procedures.

CUSTOMER SERVICE

• Provision of a high-level customer service to our referrers, clients and other strategic relationships.
• Actively participate in initiating, developing and implementing quality and service improvement processes throughout the practice with specific emphasis on the front desk.
• Client and clinic management
• Ensure Clinic rebooking rate is >90%
• Clinic cancellation rate is < 10%
• Feedback scores average > 9/10
• Highlighting to team members that they are falling behind in Medicare documentation requirements
• Monitor stationery and practice supplies, order monthly restock to maintain minimum levels of stock
• Ensuring all current marketing materials are in stock - Welcome packs, flyers, business cards etc
• Include sick pay and annual leave
• Monitor change of shifts and hours during pay periods
• Maintain a cooperative team environment by communicating openly and in a friendly manner, working efficiently and amicably with all members of the clinic
• Ensure that the clinic is fully supported to enable the delivery of quality client care by the practitioners and staff
• Maintain clinic policies and procedures
• Respect confidentiality and privacy of practitioners, directors, staff and patients at all times
• Provide training and feedback to reception team to ensure processes and quality of service is maintained
• Oversee the reception team's general duties
• Call screening and message taking
• Receiving and directing visitors and clients appropriately
• Incoming mail – scanning, filing and distribution
• Outgoing – recording and disbursing accurately
• Photocopy and scanning (when required)
• Stationery supplies
• Amenities supplies
• Maintain stock inventory for sales
• General cleanliness of common areas
• Other ad-hoc activities as directed by management

Job Functions :

Administration

Job Benefits :

• Include sick leave and annual leave

Selling Point :

25-30

Contact :

Chloe Wong