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Triage Administrator- Fareham

Your purpose

Our Triage team are crucial in ensuring Ascenti’s clients have their injuries, current condition and medical details assessed as accurately as possible.

You will be involved in all parts of a client’s triage journey after they are introduced into the business. Through strong attention to detail and an understanding call manner, you will work as part of a team to help them find the most appropriate path to recovery. Whether it is communicating over the phone or virtually, all clients receive an excellent service from our Triage Administrators who will ensure everything important to their recovery is recorded thoroughly and completely. Ascenti helps thousands of people elevate their health every week, and you will be an integral part of ensuring this continues to a high standard in accordance with all of our SLAs.

How your role fits within our team

You will join our team of experienced administrators and triage callers, all working toward the same goal of converting referrals into successful triage calls whilst providing a high standard of service to every patient. The ability to work from home using your own computer and phone equipment when required is highly desirable, though the core of the role is usually based in our Fareham office. There is the potential of earning some extra money in addition to your salary based on the number of triage reports completed also.

Key responsibilities

•    Warm calling clients to conduct a triage assessment of their injuries over the phone and making an appropriate recommendation based on information taken during the call.
•    Checking triage summaries and processing cases in accordance with customer specifications, working to strict deadlines and prioritising as required by current procedures.
•    Chasing referrals, treatment authorisation, correspondence and updates on cases from customers, clients and colleagues.
•    Dealing with queries from clients, triage authors, instructing parties and colleagues by email and telephone.
•    Performing audit checks on cases, gathering and reporting on data, working in compliance with appropriate company policies and procedures, and understanding and adhering to the Data Protection Policy.

Knowledge experience and qualifications

Knowledge & skills

Essential

•    Strong computer literacy. telephony and IT skills

•    Excellent administration and organisation

•    Attention to detail coupled with a drive to complete large task lists and work to strict key performance indicators at all times

•    Good customer service skills, such as rapport building and using positive word patterns to complete calls with a high level of care and efficiency

Desirable

•    A proven ability to convert calls or customer experiences successfully, such as evidence of ‘closing’ based sales skills

Experience

Essential

•    Strong communications skills and experience of providing a service / support within an organisation.

•    Previous office experience or a desire to develop in this area.

Desirable

•    Previous phone based experience, either on outbound or inbound calls

•    Experience with using virtual software for meetings, such as MS Teams or Zoom, as it is likely part of this role will involve home working in the near future

•    Working in a target or deadline-based role previously

Qualifications

Essential

•    Educated to GCSE level or equivalent professional experience.

Desirable

•    Any evidence of additional training or related personal development.


Professional standards

We care about doing the right thing by our people and everyone that we work with.

We also expect our people to do the right thing and to model the behaviours outlined in our Code of Conduct.

As an Ascenti employee you will follow key principles and policies covering Safeguarding, Equality Diversity and Inclusion, Data Protection and Risk Management.

Location:
Fareham
Role type:
Full time
Salary:
£17,004
Requirements

•    Strong computer literacy. telephony and IT skills
•    Excellent administration and organisation
•    Attention to detail coupled with a drive to complete large task lists and work to strict key performance indicators at all times
•    Good customer service skills, such as rapport building and using positive word patterns to complete calls with a high level of care and efficiency
•    Strong communications skills and experience of providing a service / support within an organisation.
•    Previous office experience or a desire to develop in this area.
•    Educated to GCSE level or equivalent professional experience.

Apply now

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