Healthcare Receptionist

**Healthcare Receptionist**

Active Health+ is rapidly growing, so we are looking for new Front Desk Superstars to join our team. In this role you’ll have the important task of being the first point of contact with the patients of our practice. You must have previous experience in admin/office work and have a strong focus on customer service. You also must be able to work in a fast-paced environment and demonstrate extraordinary attention to detail. We require you to be flexible about your working location and you may be required to work in any of our County Down based clinics.

If you have a positive outlook on life, you are flexible and open to change and committed to learning, you could be just the person we are looking for to join our fun and friendly team.

**About Us - Active Health**

We are a medium sized Multidiscplinary Healthcare clinic that has been established for more than 14 years. Our Services include Musculoskeletal Physiotherapy, Podiatry, Mat, Reformer and Barre Pilates, Massage Therapy, MLD and Personal Training. We currently employ 12 people at our 2 clinics in Holywood and Bangor and are looking for an enthusiastic team member to join us.

We now have a huge client database in the 10,000’s and we’re looking to add value to our service by bringing in another person to occupy the most important role on our front desk.

As a result, we are now offering you an opportunity to help us to continue that growth and provide an exceptional customer experience for our patients that goes way beyond what is offered by most health care facilities.

The right person is likely to have been working in a customer-facing environment and has a long track record of dealing with customers, answering questions on the phone and in person, and turning inquires into happy customers.

**The Role**:
You will be responsible for managing a busy front desk and waiting room experience, meeting and greeting our patients, answering the phone, converting inquires into paying patients and ensuring that all of our patients are looked after and made to feel welcomed whenever they enter your world.

Ultimately, your job is to help us grow the revenue of the clinic by booking in new patients via the phone or those who walk into our clinic directly and excelling at retaining those patients as lifelong customers of the business. You’ll do that by creating the type of customer service experience that patients will be happy to pay for - and just as happy to tell others about.

**The Tasks**:

- Communicate the value of our services (in person and on the phone) and be able to explain how what we do, is worth the price we are asking
- Successfully handle price objections
- Hold a lengthy (at least 15-20 minute) conversation with new patients on the phone ensuring that patients are committed and bought into our service
- Provide an exceptional waiting room environment for our patients that they’ll look forward to coming back to
- Ensure that people who call requesting appointments are placed on schedule and understand the true time and cost commitment involved in physiotherapy
- Ensure people show up excited for their first appointment after scheduling
- Communicate with patients before, during and after appointments to ensure satisfaction is being achieved
- Ensure that all invoices are raised on time, every time and are sent to the appropriate person (in house or externally)
- Organise and plan all schedules - maximizing efficiency and revenue for the clinic
- Foster deep relationships with patients ensuring NPS score hits agreed levels
- Develop and regularly update the procedures library so that every aspect of the role is documented and can be achieved by anyone else in the business

**Skills/Competencies Needed**:

- Be able to hold meaningful conversations with prospective patients on the phone for longer than 20 minutes
- Be able to answer all questions asked on the phone in a such a way that increases the likelihood that the person asking will want to become a customer
- Recall names and faces of patients and in doing so making all our patients feel welcomed and remembered
- Provide a warm and welcoming greeting to patients when they arrive in the clinic
- Organization and planning: plans and organizes, schedules and budgets in an efficient, productive manner. Focuses on key priorities.
- Follow through on commitments: lives up to verbal and written agreements regardless of personal cost
- Demonstrate an ability to quickly and proficiently understand and absorb new information
- Attention to detail: does not let important details slip through the cracks
- Persistence: demonstrate tenacity and willingness to go the distance to get something done
- Proactivity: acts without being told what to do. Brings new ideas to the company

**What we will do for you**:

- Provide you with ongoing training and support in the field of customer service and front desk administration
- Give you an amazing environment to work in that