We have an exciting opportunity to join our Private Service Administration team at the Abbey Clinic as an Administrator. 

As an Administrator you will be the face and voice of The Abbey Clinic, part of the Vita Health Group. We are a multi-disciplinary healthcare clinic located on the beautiful Bisham Abbey grounds. You will work closely with a team of Physiotherapists, Osteopaths, Podiatrists, Rehab and Massage therapists on site.

Acting as an extension of the firm’s brand and core values, the purpose of this role is to welcome patients to the clinic and support them through their treatment. Whilst undertaking all administrative tasks required to ensure the smooth running of the clinic.

You will be responsible for taking inbound calls from patient’s & clients and ensuring these are answered within appropriate timeframes. You will also be managing and processing new referrals and sending reports to Third Party referrers within strict time frames.

This role requires a clear concise communicator, with the ability to use initiative to multitask and change priorities as required.

Key Responsibilities

• Manage your own activities and ensure that these are completed in a timely manner and within target.
• Work effectively within the Private Administration team to ensure team targets and KPI’s are achieved.
• Identify and escalate any issues.
• Work closely with our Clinicians to resolve patient queries.
• Answer incoming telephone calls in a professional and timely manner and within KPIs.
• Monitor and manage voicemails and emails ensuring they are responded to in a timely manner.
• Accurately process referrals and contact
• Send clinical letters and reports by email and/or post within target.
• Keep Third Party portals accurately updated with case information.
• Manage Administration Activities list, respond to actions appropriately and in a timely manner.
• Welcome all visitors to the clinic in a polite and courteous manner and ensure that patients are appropriately briefed to prepare them for their appointment.
• Manage and maintain our private appointment diaries, ensuring future appointments are booked correctly.
• Liaise with patients regarding the payment of their treatment including processing card/electronic payments. 
• Update patient information and ensure adequate notes are added to patients’ records as required.
• Ensure that the reception, waiting area and office space is always kept tidy and presentable.
• Complete ad hoc reception tasks such as banking, printing of forms, scanning and post.
• Communication with clinical staff where a patient is going to be late or needs to reschedule their appointment.
• Keeping patients updated when clinical staff are running late and re-arranging appointments due to short notice cancellation of the clinic.

Your skills and background:

Essential:

• Professional telephone manner with excellent customer service skills.
• Experience dealing with the public face to face.
• Good IT literacy is essential.
• Ability to work within a team and put the customer’s needs first.
• Excellent written and spoken communication skills.
• Strong administration skills with exceptional attention to detail.
• Ability to use own initiative and adapt to changing priorities.

Desirable:

• Experience of processing card/electronic and cash transactions.
• Previous administration experience.
• Previous experience working at a Physiotherapy practice or in a medical environment.
• Able to work 1-2 Saturdays per month

Why Vita Health Group?

Vita Health Group celebrates life. Improving lives physically and mentally drives everything we do.  Now part of Spire Healthcare Group plc we have been providing physical and mental health services for over 30 years. We work in partnership with the NHS, are engaged by insurers and some of the UK’s largest corporate companies to support their workforce and provide a full range of physiotherapy services to private customers.

To achieve our mission of Making People Better, we recognise the importance of investing in our staff. We are an award-winning employer recently recognised nationally as “Best Company to Work for” at the Health and Wellbeing Awards 2024.

This is also recognised by current employees – our most recent Employee Survey results showed the top 5 reasons to work here as being:

• Supportive team and management
• Positive work environment
• Wellbeing and mental health support
• Trust and respect
• Autonomy and flexibility

We are keen to progress your skills and enable career development and provide regular Continued Professional Development opportunities including secondments, management training, a mentoring scheme, apprenticeships and regular events and webinars across a range of clinical disciplines.  In addition to a competitive salary, we also offer the opportunity of a flexible work life balance and a comprehensive benefits package which you can view here: https://www.vitahealthgroup.co.uk/join-us/careers

Vita Health Group is proud to be an equal opportunities employer and is seeking to improve the diversity of its workforce.  We are committed to Equality, Diversity & Inclusion best practice and positively encourage applications from candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion/belief, marital status, or pregnancy/maternity.  For further information on our EDI commitments please view here: Vita Health Groups commitment to Equality, Diversity and Inclusion

We are committed to being equitable and supporting the wellbeing of all employees.

• We are a Mindful Employer
• Our status as a Disability Confident Leader dedicated to ensuring that all candidates are treated fairly throughout the recruitment process. All disabled candidates that meet the minimum essential criteria will be invited to interview.
• Our Ethnicity Matters Scheme where all applicants for senior roles (£40,000+) from a minority ethnic group that meet the essential criteria will be invited for interview.
• Our Gender Matters Scheme where all women applicants for senior roles (£60,000+) that meet the essential criteria will be invited to interview.
• Our sign up to the Armed Forces Covenant.  
• Our status as a Menopause Friendly Committed employer. 
• Our sign up to the Employer with Heart Charter.  
• Our commitment to meet the standards outlined in the NHS Equality Delivery System (EDS). Workforce Race Equality Standard (WRES) and Workforce Disability Equality Standard (WDES).
• Access to health and wellbeing services for colleagues including Mental Health Advocates and an Employee Assistance Programme.
• An embedded “speaking up” culture facilitated by Freedom to Speak Up Guardians.
• Treating transgender individuals with dignity and recognising the potential complications that may arise when taking references. We encourage applicants to contact HR at hr@vhg.co.uk to discuss or amend how we manage reference requests.

Should you wish to discuss any adjustment or assistance you need in the application or interview process please contact recruitment@vhg.co.uk and we will facilitate.

Please note, all applicants must be legally entitled to accept and perform work in the UK and all positions are subject to a DBS check. 

Any data which you share with us throughout the hiring process will be stored securely within the UK and is accessible only by staff who require it. Should your application be unsuccessful, your data will be securely destroyed after 6 months. 

Vita Health Group reserves the right to close this job when sufficient applications have been received.

Vita Health Group