Position Description

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Position Description

Title: Customer Services Administrator

Responsible To: Customer Services Manager

Staff Reports: Nil

Business Unit: Freedom Medical Alarms

Functional Relationships: Freedom Service Consultants

HealthCare of NZ Finance Staff

Wgtn Free Ambulance (WFA) Support Staff Company:

Freedom Medical Alarms (FMA) is a joint venture (JV) business between Healthcare NZ (HCNZ) and Wellington Free Ambulance (WFA).

HCNZ is a nationwide provider of health services within the community. This includes; physical and intellectual disability services and home nursing. Within the JV, HCNZ lends its expertise in community based health and in home support services.

WFA is a full charity organisation providing free emergency and routine ambulance services into the greater Wellington region. All FMA clients have their alarms monitored through the Central Ambulance Communications centre run by WFA. This supports the FMA service by providing full 111 emergency response and trained and experienced emergency medical dispatchers.

Organisational Environment:

The current FMA team consists of a General Manager (Wellington), six Service Consultants (Wgtn x 2, Kapiti x 1, Christchurch x 1, Nelson/Marlborough x 1, and Wairarapa x1), a Customer Service Manager (Wellington), an Accounts Administrator (Wellington) and two Customer Service Administrators.

FMA clients effectively subscribe to a monitored service over various contract terms. Current long-term clients include the elderly, infirmed or disabled persons who are still active and residing in their own home. Short-term clients include people convalescencing from an operation or hospital stay. The service is monitored through the Central

Ambulance Communication and Despatch centre and is an approved Work & Income NZ supplier. This means that a large portion of clients are fully or partially subsidised through a government allowance.

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The clients are either referred to the FMA service through a medical or support services practitioner, family or friends. In addition, a large number of clients have experienced a medical incident or accident prior to engaging the service. The Customer Services

Administrator is a key role within the team being one of the first points of contact that prospective clients have with the service. The role is responsible for ensuring all

information is managed in a timely manner and includes collating data which is used to measure the services performance. The role interfaces with a wide number of people both within the parent organisations and the community.

The Service Consultants are responsible for developing the awareness of the service including managing referrer relationships, presenting to relevant groups and helping educate clients on the benefits of the service provided by Freedom Medical Alarms. They are also responsible for finalising equipment installations, servicing equipment in service, and fault management.

Purpose:

To provide the highest possible administration support and client service to all internal and external clients. This will require a high degree of professionalism providing proactive administration, accurately completing financial processing and reporting support for management, sales and service staff. Excellent communication skills and time and task management skills will be required to ensure all functions within the role are completed in an accurate and timely manner.

At all times the role demands a client-focussed approach, both internally and externally and contributes to the team’s objectives by supporting them. The Customer Service

Administrator will ensure a smooth flow of communication between all the key relationship holders. In addition, excellent time and task management skills will be required to ensure that all functions within the role are completed in an accurate and timely manner.

Key Result Areas:

1. Key Result Area – to effectively meet client needs and take responsibility for client

satisfaction and loyalty

Tasks/Accountabilities Key Performance Indicators

 Ensure a seamless approach to dealing with our clients by being proactive, exceeding expectations and building strong relationships

 Ensure all inbound calls are answered within service expectations.

 Resolve all client requests and enquiries, internal and external in a prompt and timely manner.

 Complete fault management as required.

 Ensure all client enquiries are forwarded to the

 Client requests are actioned daily

 Client feedback

 Feedback from other functional stakeholders

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appropriate staff.

 Prepare client quotes, proposals, and correspondence as required.

 Prepare and complete all service cancellations accurately and timely.

 Prepare, record and report on all client complaints and service incidents as necessary.

 Assist the Freedom team in following up client queries and provide progress reports.

 Seek ways in which to improve efficiencies within the team in relation to client enquiries and

requests.

 Advise management proactively of any procedural or process changes that could result in

improvements in the quality of the service being provided.

 Review and update all relevant admin and client services procedures as regularly

2. Key Result Area – to maintain up to date reporting systems to assist in the management of the team

 Update and complete all referral data, including the source of referral and the reason the referral

moved to install or not.

 Maintain up to date client databases in Patriot, Legrand (CRM system), and Finance 1 and ensure data entry is completed from any client/sales activity.

 Ensure daily call service report is actioned.

 Complete daily activation reporting and distribute to relevant Freedom and HCNZ staff.

 Provide timely feedback to FAL, HCNZ and WFA staff outside of normal reporting methods as necessary.

 Required reports are

completed and distributed on time.

 Feedback is timely and qualitative.

 Databases are up to date  Up to date call service report,

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Any other task/duties as required

Key Competencies Team Centred:

 Team Development: Ability to work well with others to achieve goals

 Relationship Development: Ability to build and sustain effective relationships both internally and externally

 Communication: Ability to clearly convey thoughts; listens and understands others Results Driven:

 Self-Management: Ability to set standards for self; be self-directed and self motivated

Health and Safety:

 Will become familiar with all policies and procedures as they affect their working environment.

 Ensure that they practice safe working procedures and do not endanger themselves or others through their actions or inactions

 Report all incidents including near misses, and unidentified hazards as required

 Actively participate in the Company’s Health and Safety programmes Quality Focused:

 Analytical Thinking and Problem Solving: Ability to identify problems; systematically use information to determine solutions and reach decisions

 Continuous Improvement: Ability to generate and implement innovative improvements to the business

3. Key Result Area – to provide effective administration that ensures the Freedom team is supported in a proactive manner

 Distribute mail on a daily basis.

 Ensure all new and exiting clients are accurately recorded in Patriot and Finance 1.

 Ensure all client paperwork has been completed and distributed to activate or de-activate the service.

 Photocopy/scan all new client documentation.

 Ensure all filing is up to date.

 Ensure all relevant paperwork and brochures required by the staff are stocked.

 Turnaround times  Accuracy of work

 All relevant client paperwork is returned in a timely manner  All paperwork is filed

accurately

 All administration tasks are completed within timeframes requested.

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 Learning and Adaptability: Ability to adapt to change; develop competencies for current and future job needs

Knowledge/Information Management: Ability to safeguard key information and

systems; to capture knowledge that will contribute to company growth. Administering

 Record Keeping: Ability to maintain accurate and timely records

 Data Entry: Ability to accurately enter data into required software

 Computer Literacy: Ability to use computers to meet requirements of job Team Development: Ability to work with others to achieve goals.

Communication: Ability to clearly convey thoughts; listens and understands others. Continuous Improvement: Ability to generate and implement innovative improvements to the business.

Knowledge/Information Management: Ability to safeguard key information and

systems; to capture knowledge that will contribute to company growth.

Technical Competence: Ability to apply knowledge and understanding in area of speciality in accordance with established standards, rules, regulations and a code of ethics.

Technical Skills and Knowledge

 Excellent communication skills, including written and oral.  Report writing skills and analytical skills.

 Strong computer skills including word, excel and PowerPoint presentations.  Ability to understand technical information.

 Ability to self-manage.

 Proven Client/customer service skills.  Strong team player.

 High degree of integrity and ethics.  Not afraid of technology.