Receptionist - Melbourne
The purpose of the Receptionist – Dental Centre Network role is to:
•Maximise the number of patient appointments and manage the appointment book
•Manage phone incoming phone calls
•Provide quality customer service to members and staff
•Raise accounts and receipt payments
•Comply with HCF Dental Quality Management System and HCF policies and procedures
•Support the Practice Manager and Dentist in Charge and in actively fostering teamwork and efficient running of the dental centre
This is a 6-month fixed term contract.
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
About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.9 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver ourStrategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Culture & Benefits
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
- 50% subsidy on HCF hospital and/or extras cover
- 18 weeks of parental leave for all new parents
- Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
- Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.
Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
The purpose of the Receptionist – Dental Centre Network role is to:
•Maximise the number of patient appointments and manage the appointment book
•Manage phone incoming phone calls
•Provide quality customer service to members and staff
•Raise accounts and receipt payments
•Comply with HCF Dental Quality Management System and HCF policies and procedures
•Support the Practice Manager and Dentist in Charge and in actively fostering teamwork and efficient running of the dental centre
This is a 6-month fixed term contract.
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
About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.9 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver ourStrategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Culture & Benefits
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
- 50% subsidy on HCF hospital and/or extras cover
- 18 weeks of parental leave for all new parents
- Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
- Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.
Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
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