Introduction Why work for the ACO Our vision is to achieve world leading eye health outcomes for all. We aim to be a global leader in primary public health eye care, providing best practice and holistic care to patients in need. We will achieve this through clinical excellence, translational clinical and public health research, education, and collaboration. Patient-centred models will underpin everything we do. The ACO is currently undergoing a substantial period of change, supporting our strategic goals of aligning the research, clinical practice, and educational work we do. Our new strategic plan is focussed on creating OneACO; a patient centred, collaborative culture that embraces equality, diversity, and inclusion throughout. Description Our front of house team are key members of the wider clinical function, supporting optometrists across our clinics and focusing on providing exceptional customer service to our patients. This position, primarily based at our Hume and Darebin clinics , will be the first port of call for a diverse patient base accessing exceptional care through ACO clinics. The role operates with a degree of autonomy with a focus on maximising patient numbers through proficient administration, customer service and dispensing. This role may require the post holder to work Saturdays. Accountabilities Provide exceptional customer care to patients. Explain all current fees and patient financial responsibility and inform patient of payment required for existing balances due at or before next appointment. Provide advice to patients regarding services and appointments including accurate input of patient details and allocation of appointments. Manage patient book, ensuring clinic is running at optimal capacity. Assist patients with selection of frames and other dispensary services. Verify exactness of finished lenses and spectacles ensuring they meet required standards. Maintain patient records to ACO standard. Follow up with patients when they are a ‘no show’ for an appointment Willingness to cover other sites as required. Skills And Experiences As an experienced customer service professional you will be able to lead the reception and administrative support for a diverse patient base at our Hume and Darebin Eye Health locations. You will be motivated by providing outstanding customer service and making a real contribution to patient’s vision health. Teamwork is key within our clinics; you will be a team player supporting the overall goal of clinical excellence across reception and dispensing. Skills and Knowledge A passion for and experienced in providing exceptional customer service. A flexible attitude, be reliable and comfortable working in a team environment. A good telephone manner. A second language may be an advantage. Experienced in patient management software. Essential criteria Previous dispensing experience is required for this role. Motivated to serve the community and people experiencing disadvantage. Developed computer skills (including basic Microsoft Office Suite). The ACO will be reviewing applications as received and reserve the right to close the advert early should a suitable candidate be appointed.
