Job Description

Job Purpose

To ensure all reception and administrative activities in the Bupa centre are carried out efficiently and effectively.

To contribute as a support network in providing outstanding customer service to our customers (adults and children) every time they touch base with us.

Accountabilities & Activities:

Contributions

Complete all administrative tasks accurately and efficiently Offer an outstanding customer service Contribute fully to the team and the team goals Ensure compliance with all operational control standards i.e. Quality standards, clinical governance, and legal requirements Participate in internal and external audits Support the collation of centre metrics and figures Complete learning Certifications Ensure safety of yourself, colleagues, and customers while in the centre - awareness of Health & Safety Procedures. Ensure working & customer areas are safe at all times Emergency evacuations completed smoothly Financial administrative duties Accurate records maintained
Business Use Only

Key Accountabilities

Greeting and welcoming customers in addition to supporting the customer journey throughout the centre right through to a thorough checkout Answering, screening and forwarding incoming customer queries via phone calls and proactively managing local mailbox and emails Proactive in maintaining a well presented reception and waiting areas Ensuring customer reports are dispatched from centres within the desired time frame. This includes effective management of abnormal results Ensure all customers have the correct paperwork to support their visit - appointment packs (where applicable), clinical file preparation and consent forms Effective results management (including receiving, scanning, and uploading) and follow-up of suppliers to ensure turnaround within the agreed SLA Ensure all customer details are correct, customers are arrived, appointments booked, changed, and rescheduled Meddbase/Semble. Process of payments, invoices, added charges and credit notes upon customer departure Organise to ensure a quick turnaround of documents, working in date order and prioritising to meet deadlines Assist in bookings of mammograms and MSK referrals (where delivered at the centre) Post - collect, open, date stamp, distribute incoming post, and post outgoing post. Generate letters as required by the business. Monitor stocks and order goods when required. Process invoices/delivery notes as per company policy Play an active part in ensuring well-presented facilities through pro-activity and effective escalation as and when required.
Performance measures

Reports dispatched within 10 working days Customer satisfaction surveys Feedback from clinical and administrative surveys Client feedback Client complaints Internal Audits Feedback from customers and colleagues Reports issued on time
Customer Service

Offer an outstanding customer experience to adults & children using the services delivered by your centre Guide customers to a healthier lifestyle Keep the customer informed - explain procedures and tests Work with the customer to prioritise health risks and goals
Team Support

Contribute fully to team and team goals Build excellent working relationships Liaise closely with clinical colleagues to ensure that client reports are issued within the required time frames Be flexible and offer to assist if colleagues are under pressure or absent (including support in other locations
Treating Customers Fairly

You should be able to demonstrate that you pay due regard to customers and treat them fairly by:

making the fair treatment of customers central to all organisational changes, procedural changes and policy
decisions that you make, approve or oversee.

always demonstrating fair customer treatment to other employees - leading by example. rewarding the fair treatment of customers by other employees. being able to explain the impact that your role and actions have on the fair treatment of customers being able to explain the potential implications for customers who are not treated fairly by you or others. always seeking to be competent to do your job e.g. by completing all compulsory regulatory training on time to ensure that you have all the necessary knowledge and skills. always seeking to help those people who work for you to be competent to do their jobs e.g. by ensuring that they complete all compulsory regulatory training on time.
Qualifications, Training & Experience

GCSE level or equivalent PC literate - proficient in MS Office packages Excellent communication (written and verbal) and interpersonal skills Team working experience Audio Typing Knowledge of Medical Terminology (desirable)
Key Behaviours

Customer service orientated Well organised & Prioritisation Reliable Accurate Proactive Flexible Polite & Diplomatic Smart appearance
Judgement Skills

The job holder must be able to:

Know what it takes to deliver an outstanding customer service Working within company policies and procedures Proactively manage workload with highest level of accuracy through effective prioritisation and attention to detail. Anticipate problems that may occur and work with the team to eliminate or resolve Provide outstanding support to their colleagues
Freedom of Action:

The jobholder will be required to work on their own initiative within clinic policies and procedures, referring to their team leader as required The outcomes of routine work will be reviewed by the team leader Responsible for managing time effectively to ensure an excellent customer service is delivered and the administration work is completed Interaction and proactive liaison are required with other staff in the centre e.g. doctors/health advisers
without reference to the team leader

Environment

Clinic and Office Based - Health & Dental Clinics Reporting to the Centre Manager
Job Types: Full-time, Permanent

Pay: 25,000.00-26,000.00 per year

Benefits:

On-site parking
Schedule:

Monday to Friday Weekend availability
Experience:

medical reception: 1 year (required)
Language:

English (required)
Work Location: In person

Expected start date: 01/10/2025