Job Title: Receptionist

Location: Premier Private GP, Bagshot

Employment Type: Full-Time/Part-Time/Zero Hour Contract

Reports To: Practice Manager

Job Purpose

The Receptionist will be the first point of contact for patients, visitors, and staff, ensuring exceptional customer service and smooth day-to-day operations of the clinic. The role combines traditional receptionist duties with medical administration, maintaining cleanliness, and contributing to continuous improvement through regular reporting and feedback.

Key Responsibilities

Reception Duties

• Greet patients and visitors warmly, ensuring a welcoming and professional environment.
• Manage phone calls, emails, and inquiries promptly and efficiently.
• Schedule appointments, manage cancellations, and coordinate follow-ups using the patient management system (e.g., Meddbase).
• Process payments for consultations, assessments, and treatments.
• Provide basic information about clinic services and assist patients with registration processes.

Sales and Patient Engagement

• Act as a Sales Associate by confidently presenting clinic services, health packages, and membership options to patients.
• Convert general inquiries into private appointments through effective communication and product knowledge.
• Support marketing campaigns by capturing patient leads, following up on interest, and maintaining accurate enquiry records.
• Participate in outreach activities, such as contacting local businesses or attending corporate health events, representing the clinic professionally.
• Achieve conversion and sales targets set by the Practice Manager.

Medical Administration

• Update and maintain patient records in compliance with GDPR and confidentiality protocols.
• Handle prescription requests and ensure they are processed following clinic procedures.
• Prepare and distribute medical documents such as referrals, test results, and follow-up instructions.
• Support clinicians with administrative tasks such as preparing clinic lists and organizing patient files.

Premises Management & Cleaning

• Ensure the reception, waiting area, and consultation rooms are clean, tidy, and presentable.
• Perform light cleaning tasks, including wiping down surfaces, organizing magazines, and replenishing supplies in waiting areas.
• Conduct regular checks of shared spaces (toilets, kitchen, waiting area) and liaise with cleaners for any deep-cleaning requirements.
• Restock consumables such as hand sanitizers, tissues, and toilet paper as needed.

Reporting and Continuous Improvement

• Attend weekly meetings with the Practice Manager to escalate any issues, share observations, and provide feedback for improvement.
• Contribute to a culture of learning by discussing patient feedback, operational challenges, and best practices.
• Prepare and present reports on recurring issues, incidents, or operational concerns during meetings.
• Support the implementation of new policies and procedures based on learning outcomes.

Compliance and Record Keeping

• Adhere to CQC and clinic policies, ensuring compliance with health and safety standards.
• Report any maintenance issues or incidents to the Practice Manager promptly.
• Record and escalate complaints or feedback as per the clinic’s Complaints Handling SOP.

Skills and Qualifications

• Essential:
• Previous experience in a receptionist, medical admin, or customer service role.
• Excellent interpersonal and communication skills.
• Proficiency in using office software and patient management systems (e.g., Meddbase or similar).
• Strong organizational skills with attention to detail.
• Desirable:
• Experience in a healthcare setting.
• Knowledge of GDPR and confidentiality standards.
• Basic understanding of cleaning and hygiene practices.

Personal Attributes

• Professional demeanor and appearance.
• Ability to multitask and work under pressure in a busy environment.
• Friendly, empathetic, and patient-focused attitude.
• Proactive and willing to adapt to the needs of the clinic.
• A team player with a solution-focused mindset.

Working Hours and Salary

• Flexible working hours, including weekends as required.
• Competitive salary based on experience.