File Preparation
- Pre-appointment checking, chasing and preparation of all report files;
- Pre-appointment preparation of templates for experts and transcribers;
- Maintain accurate and timely updates and uploads to Salesforce;
- Maintained detailed Notes to File when matters deviate from standard procedure or when instructions varied by the client;
- Post-appointment processing of files, scanning and archiving
Communication and Customer Service
- Provide exceptional customer service and product/service information;
- Resolve emerging problems and handle customer complaints by providing appropriate solutions and alternatives within time limits, follow ups to ensure resolution, record customer interactions and escalation;
- Ensure excelling service standards, respond efficiently to customer inquiries and maintain high customer and expert satisfaction;
- Communicate urgent file requests with other staff as required;
- Contact customers to track paperwork and any other file issues;
- Inform the QA Manager regarding staff/roster/leave changes.
Reception Support
- Support the Clinic Coordinator in management of reception on day to day basis;
- Greet and sign in experts and examinees to Lex Medicus’ offices;
- Ensure that clinics are clean and well stocked in between examinations;
- Ensure that experts have all requirements while using the clinics. Files, Dictaphone, hand weights etc.
General
- Function as an effective, positive team member;
- Maintain active knowledge of work health and safety practices and procedures;
- Adhere to all policy and procedures;
- Complete all required training, learning & development courses on time;
- Promotion of Lex Medicus on social media;
- Attending Lex Medicus seminars, functions and training days as required;
- Business development communications with lawyers and clients.
