HCF Australia
Receptionist
To bring our human touch to healthcare
Administration
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why HCF Australia
For 90 years, our members have trusted us to protect their health and wellbeing, and in return we’ve provided quality cover and healthcare that’s right for them.
Because as Australia’s largest not-for-profit health fund, we believe in delivering our members a level of care that’s uncommon.
From humble beginnings in 1932, we’ve grown to become the nation’s largest not-for-profit health fund, helping to protect the health and wellbeing of over 1.8 million Australians with health, life, travel or pet insurance. And we remain constant to our not-for-profit charter, continuing to provide the highest standard of healthcare while returning more benefits to our members.
We’re also proud of our many industry firsts. Over the years, we’ve been at the forefront of healthcare innovation, from introducing the first multicover plan to “cover the gap” in extras services, to opening one of the first health fund operated dental centre networks and launching Australia’s first on-demand injury cover*.
Because we believe in making healthcare understandable, affordable and high quality for our members, they’re empowered to make informed decisions about their health.
Through the HCF Catalyst program, we continue to invest in the future of Australia’s health by supporting small businesses with big ideas, and fund researchers working to improve health outcomes for all Aussies through the HCF Research Foundation.
About the role
KEY TASKS
Customer service •Provide courteous, prompt and correct responses to all enquiries received •Answer the phone within KPI and assist at all times of the day to monitor calls in the queue
Management of the appointment book •Maximise the number of patient appointments, minimise gaps •Create, reschedule and cancel appointments as required •Perform follow-up phone calls on patient recalls within KPIs •Perform follow-up phone calls on patient cancellations •Confirm eligibility of members •Process the daily SMS confirmations and confirm appointments by phone as required •Monitor the appointment mailbox and respond within the KPI of 4 working hours
Front desk service •Monitor patients and activity in the reception area, keep clean and tidy •Arrive patients and assist emergency patients in accordance with HCF Dental requirements •Collect medical history forms in accordance with HCF Dental requirements •Raise patient accounts, claim benefits and receipt gap payments •Maximise the number of patients who are correctly departed (pay account, make next appointment)
General office functions •Actively follow-up payment of gap accounts up to 30 days and record actions in D4W •Assist with refunds, credit adjustments and benefit issues •Prepare attendance certificates as required •Prepare external mail and mail bags for collection •Receive and deliver incoming goods, including RACE laboratory items •Responsibilities associated with early opening and late closing •Liaise with other Dental Centres regarding patient files as required •File archiving and destruction •Daily banking •Balance takings at end of day and prepare end of day reports. •Archive patient records and retrieve from archive on authorised request •Liaise with DCN admin team in respect to information release and referral letters •Report any fraudulent behaviour or activity •Other tasks allocated by Senior Receptionist or Practice Manager SKILLS, EXPERIENCE AND QUALIFICATIONS Essential •Neat appearance and personal presentation •Competent in appointment booking and accounts systems •Ability to maintain a high degree of confidentiality, tact and diplomacy •Knowledge of Dental Centre systems
Desirable •Experience as a Dental Assistant or interest to be cross trained in this area •Knowledge of D4W •Microsoft Outlook, Excel and Word •Qualifications in first aid
What you'll be responsible for
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Office and Team Coordination
Coordinate the smooth and effective day-to-day administrative operations of an office or team
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Cross-Functional Support
Provide general and clerical tasks to help various teams in the organization collaborate and operate effectively
Skills you'll need
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Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
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Service orientation
Actively seeks and develops strategies to help key stakeholders
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Attention to detail
Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables
Meet the team
