Administration Assistant

Job DescriptionJob Title: Administration Assistant Department: Administration Reporting To: Administration Team Lead Role Type: Contract, 6 Months Role Purpose The Administration Assistant will provide a high-quality, efficient and patient-focused administrative service across the Blackrock Health Hermitage Clinic Administration function. The role may involve working across Radiology, Cardiology, Neurophysiology, Radiotherapy, Bookings & Admissions, Medical Records and Reception, supporting the patient journey from appointment booking through to registration, attendance and completion of administrative and financial requirements. The role will involve a combination of patient scheduling and bookings, front-of-house registration, telephone and face-to-face patient engagement, administrative support and financial and insurance administration.

The successful candidate will be expected to work to agreed departmental KPIs and service standards, including call waiting times, call handling times, appointment booking volumes, accuracy, patient service and overall productivity. Key Responsibilities Schedule and book patient appointments using the Clinic's telephone and booking systems, ensuring appointments are accurate and in line with departmental requirements. Provide patients with detailed information on their appointment over the phone.

Manage telephone and face-to-face patient queries, providing clear, professional and compassionate assistance throughout the patient journey. Register patients and accurately capture and update patient, demographic, GP and identification information in accordance with Clinic procedures and IPSG 1 Correct Patient Identification requirements. Book and register patients for a range of procedures and appointments across multiple departments.

Provide a professional reception service and ensure patients are directed and supported appropriately. Manage patient queries effectively, taking ownership of issues and escalating where required. Collect patient payments, insurance excesses and other applicable charges in accordance with Clinic procedures.

Collect and process Side One forms and insurance information, ensuring all required financial documentation is complete. Verify insurance details and work closely with the Finance Department to ensure patient billing information is accurate, complete and up to date. Maintain accurate patient records and demonstrate a high level of diligence when handling confidential patient and financial information.

Work collaboratively across the wider Administration function and support different departments according to operational requirements. Meet agreed KPIs and performance standards relating to telephone activity, call handling, appointment bookings, accuracy, productivity and patient service. Contribute to a positive patient experience and maintain high standards of professionalism, confidentiality and customer service at all times.

Experience, Skills and Attributes The successful candidate will have a minimum of two years' experience in a patient-facing or customer-facing role, with experience in an administrative or office environment. Experience in a telephone-based role, healthcare environment, hospital administration or retail/customer service environment would be advantageous. The successful candidate will demonstrate excellent communication and interpersonal skills, strong attention to detail, accuracy and organisational ability, and the confidence to deal with patients both face-to-face and by telephone.

They will be comfortable working in a busy, fast-paced environment and working towards measurable performance targets and KPIs. Candidates must demonstrate a strong commitment to patient service, confidentiality and data accuracy, together with the ability to manage competing priorities, resolve queries effectively and work collaboratively as part of a wider team. Flexibility is essential, with a willingness to work across different departments and rostered shifts according to the operational requirements of the Clinic.

Skills: Administration Admin Radiology Admin TPBN1_IJ