Receptionist/administrator Full Time

4 weeks ago

Forest Row, United Kingdom Hearology Full time

Hearlology is an successful ear care company with Clinincs in London and Forest Row.

As part of our Client Services Team this position incudes managing all aspects of the clinic including the reception area.

The Client Service Team (CST) is the primary point of contact for all Hearology clients at every stage in their journey of interaction with Hearology, whether it’s the booking experience, attending the appointment itself or the post-appointment, follow-up process. The only part of the entire process in which the Hearology CST Representative does not directly play a part is the actual clinical intervention itself - be that ear cleaning, a hearing test, a hearing aid fitting, or any of our other services.

This role is crucial to Hearology’s success, stated as follows in the Company’s Mission Statement: “ to offer unparalleled levels of respect, care and service to our clients, each other and every single ear we serve.”

The proof of this pudding is tangible in our Google reviews, which are almost universally praiseworthy towards the uniquely high levels of client service we offer each and every one of our clients.

The Forest Row Clinic Manager role is different from certain aspects of the same role in our London clinics because Forest Row is a Shop-Clinic with a High Street presence, whereas our London clinics are all located within managed office spaces. However, we expect the whole team to be able to work at any of our clinics and, to make this possible, we have harmonised the majority of our operational processes and procedures. The right individual for this position will be able to handle these processes and procedures, both the local and the ‘central’ ones, whilst working as part of the wider Client Service Team every day - most of whom are based in our London clinics.

The role of Clinic Manager, within the Client Support Team is one of the many ways in which Hearology is able to satisfy itself that we are able to meet the legal obligations Hearology has undertaken to be; safe, effective, caring, responsible, and well-led with its new regulatory body - the Care Quality Commision (CQC). The Clinic Manager is responsible for overseeing all H&S matterns in the clinical space, overseeing the adherence to policy and procedures and ultimately - it becomes synonymous with the concepts of accountability and ownership that are achieved only by managing this post in a full-time capacity.

**Responsibilites**
- Managing the reception area and related duties - often for more than one clinic room simultaneously: includes drop ins, various queries and requests, meet and greet clients, take medical consent, payment, cleaning, replenish display items, etc.
- Appointment taking and diary management at the clinic - for several clinicians with different appointment types across different clinics and clinic rooms.
- Own the waiting area like it's yours - direct traffic, keep clinicians running on time and ensure that you are maintaining a direct line of communication open with the Duty Manager so that issue reporting is being accurately noted and learning outcomes can be drawn and improved upon.
- Always look for opportunities to improve and add value to the clinic and client operations - eg. ability to develop and successfully implement systems for managing stock rotation for perishable clinic items.
- Take charge of the Clinic - scheduling of a ‘daily clinic briefing’ (DCB) with all clinicians and audiologists rostered at your clinic as a means of discussing, triaging and subsequently accurately recording clinical cases on the company’s Central Monitoring Log (CML).
- Ensure that the clinic is running smoothly - eg. timely completion of the daily checklists, paperwork and the up-keep of local administrative functions including a full briefing for the CST Specialist that will cover your clinic during your short absences or periods of annual leave.
- Responsibility for the local, H&S induction of any new members of the team joining the Clinic and documenting this accordingly.
- Responsibility for being the first point of contact for CQC inspectors at the clinic - ensuring that the inspectors (as well as contractors - eg. cleaners or Citron medical waste) are signed into the clinic using the visitor logbook.
- Frequent daily client profile upkeep in line withGDPR requirements - every client attending the clinic must have their profile reviewed to ensure that personal information is up-to-date and presented accurately (i.e. capital letters and spaces used where necessary to continue to ensure the highest quality of our client database for report generating purposes.
- Supplier liaison and management, e.g. for clinic cleaning, waste disposal, various stock replenishment duties.
- Full clinic readiness and shut down responsibilities - including register closure and cash up.
- Forest Row will differ in that as the flagship store, all Hearology stock will be managed centrally by our Shop-Clinic in For

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