We are seeking a highly professional, medical administrator who has an interest in health, fitness and well-being with a natural empathy for people.

You must have experience in customer service as well as working to KPI/KPAs as this will be a large proportion of the role.

You must be proficient at using a Mac and particularly Excel, Google Sheets and Docs and eager to learn.

You will be in directly reporting to the Customer Service Team Leader and you will also help to support the other members of the reception team.

Example starting hours:

Monday 08:00-18:00 (30mins break) 9.5 hrs
Tuesday 09:45 -19:45 (30mins break) 9.5 hrs
Wednesday 06:20-14:20 (30mins break) 7.5 hrs
Saturday 08:30-16:00 (30mins break) 7 hrs
Alternate Sundays 8:30-13:00 (no break) 4.5 hrs alt weeks (2.25)

Averaging for wages at approx 35.75hrs each week

There will be support and on-boarding training provided with the Senior Admin Team but you will be required to use your initiative and be autonomous within this position.

KPI's individual to this role:

To support the Practice Manager and to work alongside the Administration and Reception Supervisor to track and minimise mistakes within the admin team to ensure a 25% reduction in recorded mistakes within 6 months.
Procurement systems need to be slick and fit for purpose to ensure that the Company is paying the best rates for stock and consumables.
Within this procurement task you must work with the Admin and Reception Supervisor to increase in-house sales of stock to our clientele, this includes display optimisation and sales training with the team.
To support the Practice Manager with tracking and reporting KPI/ KPA's for the practitioner team.
To support the Administration and Reception Supervisor with reporting KPI/ KPA's for the administration team.
To quarterly input the full schedule (using the booking system MindBodyOnline or a future booking system) classes/appointments including segregation and limitations to prevent double bookings.
Be accountable for liaising with Insurance companies and collecting aged debt.
To invoice and reconcile insurance billings with the support of the Admin Supervisor
To support the business owner in facilities management and maintenance management.

This role will also require a large proportion of the role to be completed concurrently to being 'on desk' and completing reception duties:

Front of House:

To welcome clients and be able to remember regular clients names to maintain a ‘family’ feel at Reform.
Client queries answered over email, telephone and in person
Appropriately taking appointment and class cancellations and enacting the cancellation policy.
Diary management and bookings.
Updating client accounts and taking payments.
Contacting clients to collect payment and debt collecting
Ensure that the diary is managed well for the practitioners with minimal unusable gaps, that all breaks and meetings are scheduled.
General administrative support for the clinic owner, and other Practitioners.
Responsible for light cleaning of the clinic at the end of each shift

Full Job description:

General:

To work alongside the Admin Supervisor in guiding the admin team and supporting the Practice manager with the running of the clinic.
This is an autonomous role that needs a candidate that is confident to multitask and is process driven
This role requires collaboration between the supervisor and the coordinator to support the admin team.
To maintain the appearance of the Front of House areas and general aesthetic of the clinic.
To Support the Directors and the Admin Supervisor in their tasks that are delegated to you.
To support the Admin Supervisor in the management of stakeholders involved in the upkeep and/or maintenance of premises, equipment and facilities.
To deliver excellent sales, customer service and company representation while completing general receptionist and administrative tasks. You will be required to multitask running the desk and completing administration concurrently.

Statistic and Personnel Management:

To meet weekly with the Admin Supervisor for your supervision, delivering your KPI scorecard and contributing to your weekly agenda.
To support the Admin Supervisor with all FOH personnel training, including developing training materials and delivering both 1:1 and in person training sessions.
To support the Admin Supervisor by facilitating the recording of stats for the admin team daily, weekly and monthly
To deliver weekly reports on the performance of the clinic
To record ‘pull’ practitioners team stats weekly and deliver to PM monthly
To produce a weekly and monthly dashboard of the team and clinic stats to present to the business owner.
To be responsible for ensuring that Reform PP has every employee and contractor compliant with their qualifications, insurance information and registrations on engagement with the company and audited on an annual basis.
To ensure that the team has completed all Mandatory Training ie BLS
Liaison with the Practitioner team in regard to patient bookings, covering annual leave and illness.
To support the Admin Supervisor with the team’s Annual leave and cover sheet
To support the Admin Supervisor with the team’s timesheets and Contractor payroll.

Finance and Accounts:

To support the Admin Supervisor in the collection of debt and any outstanding fees, including the management of insurance companies' billing.
To be responsible for maintaining and enacting registration with insurance companies, continued professional development (CPD) in accordance with professional body, standards of practice, and codes of conduct.
To be accountable for tracking, coordinating and procuring consumables and stock items for the Company alongside the Admin Supervisor.

Under the direction of the Practice Manager –

Marketing:

To support the business owner and Directors with the company’s marketing campaigns. Including:

MailChimp creations for the Quarterly Newsletter, targeted campaigns for client types.
Monitoring FOH sales and reporting to the business owner and Directors
With the support of the business owner and Directors creating an annual Marketing plan, mapping it and creating content (Social Media, Flyers,
Signage, Posters, Emails) within the FOH team to promote the campaigns.
Creating content and posting to Social Media channels.

Scheduling Operations:

To support the Admin Supervisor with the quarterly input the full schedule (using the booking system MindBodyOnline or a future booking system) classes/appointments including segregation and limitations to prevent double bookings.
To support the Admin Supervisor and the Practice Manager with Duty Manager tasks. This is compiled of being supportive over Whatsapp in the Admin group to support more junior members of the team if needed and managing any emergencies that need escalating to senior level. There is a rota for this so it is shared over the week by the 3 senior members of the admin team.
To re-organise practitioners diaries to ensure that the diary is kept up-to-date checking that there is continuity of the diary into the future and the optimisation of diary usage
To lead the input and liaison of all ClassPass bookings for both fitness and wellness.
To manage and ensure all meetings are booked in the diary, 1:1’s, CPD etc for the team and any relevant Zoom links.

Customer Service:

To support the Practice Manager and to work alongside the Administration and Reception Supervisor to track and minimise mistakes within the admin team to ensure a 25% reduction in recorded mistakes within 6 months.

Procurement and Facilities:

Procurement systems need to be slick and fit for purpose to ensure that the Company is paying the best rates for stock and consumables.
To track, coordinate and procure consumables and stock items for the Company alongside the Admin Supervisor
To ensure that all equipment is up to standard and the maintenance check list has been completed accordingly.

Audit and Compliance:

To be the company DPO / GDPR officer a-beginners-guide-to-the-dpo
Ensure Annual Membership with the ICO and compliance https://ico.org.uk/
To Ensure that we maintain our Public Liability insurance annually and it does not lapse.
Recording of Allergies and provision of Non-latex items using RED on profile and training team to pull this from consent forms.
Recording of Pregnancy and ensuring that Pregnancy and Pilates Consent forms are completed via IntakeQ and recorded appropriately to the clients notes. They will also need to have this marked on their files to ensure that their notes are kept for 10 Years.

Administration of Policy:

To ensure that we have the following policies are updated (with the support of the Practice Manager and Admin Supervisor) and that they are accessible to the team if they need to produce it:

‘Consent Policy’
‘Chaperone Policy’
‘Equality and Diversity Policy’
‘Lone Working Policy’

Pay: £13.00-£15 per hour

Performance bonus

Benefits:

Casual dress
Employee discount

Experience:

Administrative experience: 3 years (required)
Customer service: 2 years (required)

Work Location: In person - Balham SW12 9RZ

Medical Administrator and Receptionist

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