The posting
Our Purpose
“Igniting Greatness”
Our Mission
We empower every person within our community, through our Circle of Care, to go beyond what they think is possible”
Our 5 Values
Collaboration, Integrity, Empathy, Excellence, Empowerment
Key Responsibilities:
1. Operational Oversight:
- Manage day-to-day gym and clinic operations, including scheduling, inventory management, vendor relationships and facility maintenance.
- Collaborate with fitness coaches and clinicians to optimize workflow and patient care processes.
2. Process Improvement:
- Implement best practices for appointment scheduling, billing, insurance verification, and patient communication.
3. Quality Assurance:
- Work closely with to identify and report any issues or discrepancies to the Hub manager and Head of CX - Implement and maintain quality assurance protocols to uphold the highest standards of patient care.
4. Brand Representation - Product mastery; you must understand the Circle of Care as our unique offering and the value it brings to our clients
- Promote our brand values and image through positive interactions and professional demeanour.
- Educate customers about our products, services, and promotions.
- Distribute promotional materials and samples to enhance brand awareness.
5. Regulatory Compliance:
- Ensure compliance with healthcare regulations, accreditation standards, and licensing requirements.
- Serve as a primary point of contact for patient enquiries, feedback, and concerns.
- Implement effective communication channels to keep patients informed about clinic services, promotions, and updates.
6. Resolution of Issues:
- Address and resolve patient concerns or complaints promptly and professionally.
- Collaborate with healthcare providers to ensure swift resolution of clinical issues affecting patient satisfaction.
- Developing guidelines and strategies for dealing with various types of customer service challenges.
Insurance and Direct Billing
● Submit GOP (Guarantee of Payment) requests to respective insurance companies.
● Review medical reports and records to ensure alignment with current files, sheets, and requests.
● Utilise Hubspot and Rayasel to manage clinical leads and client load across the UFIT Group.
● Communicate with insurance companies regarding patient eligibility, policies, and coverage limits.
● Follow up on pending direct billing arrangement requests.
● Ensure clinic Standard Operating Procedures(SOPs) are up to date, including all insurance and front desk SOPs.
● Collaborate with physiotherapists to ensure timely submission of medical and Progress reports, and to update any changes in patient diagnoses or insurance policyholders.
Reports to : Head of Customer Experience and Hub Manager
Support at UFIT Events
You will be called upon to work at some of our events based on a roster which may fall over the weekend; off in lieu will be provided in this scenario
Qualifications:
- Previous experience in clinic management and customer service roles, preferably in a fitness and or healthcare setting.
- Strong organizational and leadership skills.
Reports to: Customer Service Manager
Customer Service Lead:
1. Client Experience Enhancement:
- Develop and implement strategies to enhance the overall client experience, from appointment scheduling to post-visit follow-ups for all clients.
- Gather client and Hub Manager feedback and implement improvements to meet and exceed customer satisfaction goals.
2. Front Desk Operations:
- Oversee front desk activities, including client check-in, registration, and appointment scheduling.
- Employ customer service best practices and ensure a welcoming and professional atmosphere.
- Ensure Insurance Direct billings process is adhered to and to flag any issues with billings early to the Hub Manager
3. Communication:
- Excellent interpersonal and communication skills.
- Knowledge of healthcare regulations and compliance requirements.
- Ability to multitask, prioritize, and problem-solve in a fast-paced environment.
This dual role is pivotal in ensuring the seamless operation of the Hub while prioritizing a positive and client/ patient-centric experience. The successful candidate will contribute to the clinic's growth and reputation through effective management and exceptional customer service.
