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Appointment Administrator

2 weeks ago

Mona Vale, Australia BMG Outsourcing Full time

The appointment administrator is our first point of contact with our practice and we only have one chance to make a great first impression. In this position, they will handle a high volume of inbound or outbound calls, or both, and should seek to create a positive experience for each caller. They will listen to patients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

To be a successful appointment administrator, you should be patient-focused, detail-oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.
- Manage incoming and outgoing calls to book appointments
- Identify and assess patient’s needs to achieve satisfaction
- De-escalate situations involving dissatisfied patients, offering patient assistance and support
- Meet patient experience team targets and call handling quotas
- Provide appropriate solutions and alternatives, follow up to ensure resolution
- De-escalate situations involving dissatisfied patients, offering patient assistance and support
- Keep records of patient interactions, create patient records and file documents
- Follow communication procedures, guidelines and policies
- Go above and beyond to provide outstanding patient experience
- Qualifications - Possess our core values of commitment, quality, respect, communication and teamwork
- Are comfortable speaking English
- Understand what it takes to deliver a great customer experience
- Can keep high activity and motivate yourself
- Have a positive and a can-do attitude
- Have excellent communication skills
- Retain knowledge of systems & processes
- Remain calm under pressure
- Flexible
- Organizational skills & ability to multitask
- Have a keen attention to detail
- Should be Fast & Efficient without sacrificing the quality of their work.