We rely heavily on the administration team particularly to ensure the office is smooth, positive and personal, and to see that all related work is done for each client. In order to accomplish this, you need to know and learn as much as you can about our profession.
A thorough understanding of the operation of the appointment book, telephone etc will allow you to perform your duty, gain fulfilment in your work, and aid in creating a pleasant environment in which to work.
It is important that the office functions as a team, and we really welcome you as an important part of the team. We understand that in order for the position to be fulfilling a person must be able to assume responsibility for their part in the team, and perform their best to accomplish what is required. As you assume responsibility and complete planned tasks we would hope that you would approach us to request added responsibility to exercise your creative talent.
Client’s needs come first, service is our purpose. Leave your problems at home. Extraneous conversation, an indifferent attitude, and failure to acknowledge the client immediately and attend to their needs promptly will interfere with our sole purpose in running this practice – getting clients well and keeping them that way.
Report client’s comments, both positive and negative, to the practitioner, and document on Google Sites as per the “Compliments and Complaints” procedure.
Understanding our profession - it is essential that you understand what we do in order to be able to answer clients’ questions and convey information accurately. Once you understand and have experienced our treatment, you will become an enthusiastic supporter of it.
Remember, the more successful the team is, the more successful the clinic is, and everybody enjoys a happy and more fulfilling work relationship and a better standard of living.
Of course, we appreciate you referring clients so they can also receive the benefits of the care we offer. Since we provide them with absolutely the best care we can they will also appreciate you for referring them.
At all times professional relationships will be maintained. It is ok to refer to the practitioner by their first name. The practitioner will always refer to the admin team members by their first name, and never as “he/she” or “my receptionist”.
There are 3 client car parks at the front of the building, 3 “team only” car parks at the rear of the building, and another 3 client car parks directly behind. Be aware that while a client is parked behind your car you will be unable to move it. Please do not park in a client car park. It is especially important to reserve front car parks for clients who are new to the clinic
All work areas must be immaculately presented. By working in a neat, clean organised environment, your work will also be neat, clean and organised. Good appearance, client relations, and community relations begin in the office. Let’s have a place that everyone will be proud to show off.
The position you occupy is unique. Team meetings and the policies and procedures on our Team Site (Google Sites) will provide you with resources to supplement your training. Occasionally, you may wish to further your job proficiency by attending optional courses or seminars in a specialised area. In these instances, the office may elect to pay all, part, or none of the expenses involved after reviewing the request. The degree of assistance with expenses of this nature is determined by the availability of funds and the relative value to the clinic of the knowledge gained.
It will be your responsibility to maintain and clean certain equipment in the practice. Some equipment will have a service contract with a supplier. If any malfunction occurs beyond your ability to correct it, first obtain approval from the practitioner, and then call the contracting service company to make the necessary repairs. Equipment repair is a priority. Don’t leave equipment malfunctioning. Report it and assume responsibility for its repair as a matter of urgency.
Personal gossip, giggling, loud talk behind the front desk, or other immature behaviour will not be tolerated. The Welcome Room must maintain an atmosphere of friendliness, warmth and professionalism with co-workers and clients.
Your relationships will at all times be professional, service-oriented, warm and friendly with everyone.
Your relationship with clients is one of an advisory capacity, helping them regain health not only physically, but emotionally and socially. Your effectiveness in that role will be diminished if you allow yourself to become personally involved with that client, and consequently your employment may be terminated.
Team meetings will be held at regular mutually convenient times, but special meetings may be called at a given time. Attendance at meetings is required of every employee. Late attendance, or failure to attend the team meeting, as in other instances of tardiness or absenteeism, is not acceptable standards. We are very receptive to any suggestions you may have that will help make your position or the clinic a better place in which to work. Should you wish to discuss any aspect of your work in private with the practitioner please consult with them or organise a private consultation time.
Wear a neat, light coloured (preferably white) top with a dark skirt or pants, and appropriate flat, smart footwear. No casuals, denim or singlet tops. Please no strong perfume as this can upset certain clients.
All team members are asked to clean up after themselves, including cleaning your own dishes when used. However, it is the role of the admin team to ensure all dishes are cleaned and put away at the end of the day.
Every possible step should be taken to prevent unpleasant body odours from being offensive to clients. Immaculate appearance is expected. Jewellery in moderation is fine, but perfume is sometimes a problem for clients and we ask you to only sue it sparingly. Long hair is to be tied back neatly.
Smoking is not permitted in or around the clinic. Team members who smoke are asked to be aware of not offending others, especially clients who are sensitive to cigarette smoke, by washing and using breath fresheners etc.
Under some circumstances we realise that it would be convenient for the team to use certain office equipment or services such as the printer, fax, or internet. While we welcome the opportunity to help employees, personal use of the equipment will be made on the team member’s own time when it will not interfere with the clinic. Please keep personal phone calls to the absolute minimum.
All team members are responsible for supplies pertaining to their job responsibilities. It is your responsibility to inform the relevant person as supplies run low.
We welcome you to our team. We hope that this will be the beginning of a mutually beneficial relationship affording you the opportunity to express your talents with excellence. We hope that as we grow, develop and advance you will assume more responsibility, accept challenges, and see the huge potential for more. We welcome you to an exciting new phase in your life.