Receptionist/Customer Service

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1 Job Description Receptionist/Customer Service PURPOSE OF THE POSITION The receptionist is the first point of contact for patients, clients, employees and visitors to Ear Health Ltd. SCOPE The receptionist reports directly to the Licensee or designated Manager. The receptionist is responsible for greeting visitors, answering the telephone and responding to enquiries from the public. They provide information to patients about Ear Health Ltd services, charges and routine treatments and procedures. They schedule patient appointments and direct patients to the appropriate clinics. The receptionist performs a variety of clerical duties involved in greeting and directing patients. These include preparing patient clinic lists, updating appointment records, processing payments, basic word processing, filing, and preparing reminder notices. The receptionist screens and directs calls, taking messages, providing information to other departments and performs other related duties incidental to the work described herein. The above statements describe the general nature and level of work being performed by the receptionist customer service worker. This is not intended to be an exhaustive list of all the responsibilities and duties that are required of this position. Hours The position is for hours per week, (days and times)

2 Salary On Appointment Level 1 Salary Range Level 2 - Level 3 - ANNUAL SALARY REVIEW Placement within the salary range is reviewed annually. Location Ear Health Clinic - Main Activities: Customer Service Ensure contact with Ear Health Ltd is a positive experience. Receive all persons visiting the Ear Health Clinic in a welcoming, courteous and helpful manner. Receive and respond appropriately to all inward telephone calls. Provide appropriate referrals as required. Respond to all enquiries and pass on for appropriate referral where necessary. Provide information to patients either verbally, by reference to web site, or by provision of written information. Maintain positive relationships with patients, clients and colleagues Take appropriate action when faced with difficult callers, awkward patients or when handling customer complaints.

3 Clerical Provide support to the Licensee and nurses. Ensure that patient records are maintained and secure. Prepare mail outs of patient reminder notices in a timely manner. Prepare patient demographics and clinic numbers reports as required. Photocopying and faxing, as required. Maintain an efficient and organized office filing system. Maintain a patient booking register for Ear Health Clinics. Ensure that Home visit and rest home bookings are recorded and brought to the attention of the Clinic Manager. Help ensure the efficient co-ordination of static clinics and at other community based locations by ensuring that each community based clinic brief case has a relevant patient list, files, patient education resources, cash float, receipt & invoice books and stationary. Computer Help to update and maintain the patient database and retain accurate record of all clients of Ear Health Ltd. Maintain patient demographics data. Financial Maintain a secure, accurate cash float and keep accurate financial records of patient payments and invoices. Housekeeping Ensure that the reception areas, staff room and rest room (floors, skirting boards, windowsills, basins and toilets), are cleaned, vacuumed, dusted, well stocked and rubbish bins are emptied.

4 Ensure that stationery and patient resource supplies are maintained at a functional level. Place orders for replacement stock in a timely manner. Maintain community clinic brief cases in a tidy, appropriately stocked condition. Assist with building security including opening and lock up when necessary. Report equipment faults to the Licensee/Manager in a timely manner. Ensure there is always cover at Reception. Assist in maintaining and implementing the Health and Safety Plan and other compliance and regulatory requirements, as required. General Ensure the day to day operation of the Ear Health Clinic reception is effective, efficient and timely. Participate in the growth and development of the Ear Health Ltd Clinics. Continue to develop the role and perform other related tasks as required. Skills and general requirements The following skills are necessary in order to undertake the job described successfully: Strong interpersonal and communication skills. High level of personal integrity, honesty and credibility.

5 Cheerful and confident personality. Ability to engage with a wide variety of people in a pleasant manner. Be a good listener and be tactful. Be an energetic, enthusiastic team player. Ability to organize, prioritize and multi-task to a high level of accuracy under pressure. Familiarity working with booking systems, accounts and data entry. Ability to be adaptable and flexible and able to respond to challenges. Be prepared to learn new office tasks and computer skills when required. Ability to work with Microsoft - Word, Excel and , internet, database management and electronic diary systems.

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