Lead Reception Coordinator

3 weeks ago

London, Greater London, United Kingdom St Stephen's Health Centre Full time

Position Overview

Are you passionate about delivering exceptional service in a bustling environment? Do you possess a minimum of one year’s experience in a healthcare context? If you find fulfillment in assisting others, this opportunity may align with your career aspirations.

At St Stephen's Health Centre, we pride ourselves on our collaborative team culture, focused on providing outstanding patient care and experiences. If you believe this aligns with your professional goals, we encourage you to consider this role.

We are in search of a Lead Reception Coordinator who can leverage their skills and commitment to enhance our vibrant workplace. If you are prepared to embrace a leadership position and contribute to our objectives, we would be eager to connect with you.

Key Responsibilities

Your primary duty will be to supervise the reception team and manage the appointment scheduling system. You will engage with patients both in person and via telephone, ensuring a seamless patient experience from beginning to end.

We are looking for a full-time Lead Reception Coordinator who is dedicated to working both early and late shifts, Monday through Friday.

About Our Organization

St Stephen's Health Centre operates as a healthcare provider within the NHS framework.

Our team collaborates closely with the local community to promote and support health and wellness initiatives.

St Stephen's is devoted to fostering an environment that is compassionate, respectful, and supportive for both our patients and staff.

Job Duties

Reception Responsibilities

Assist the Reception Supervisor in coordinating and supporting the reception team to ensure all patient services are delivered efficiently and professionally. Serve as the initial point of contact for all inquiries and issues related to the reception team, escalating matters as necessary. Execute reception tasks, including addressing patient inquiries in person and over the phone, scheduling appointments, and managing patient registrations. Participate in daily reception activities such as processing prescriptions, handling mail, scanning documents, and managing emails effectively. Provide assistance to patients in person and via phone, ensuring a high standard of customer service and patient satisfaction. Uphold patient confidentiality and adhere to data protection regulations in all interactions. Ensure that you and the team remain compliant with mandatory training requirements. Leadership Responsibilities Oversee and facilitate the resolution of all patient inquiries and needs. Ensure that all reception staff maintain a patient, polite, and courteous demeanor at all times. Ensure the team answers all calls with a professional greeting, maintaining a consistent standard of communication. Act as the first point of contact for all reception team queries and issues, escalating appropriately as needed. Monitor team attendance and punctuality, ensuring breaks are taken in accordance with guidelines. Assist in resolving conflicts within the team and with patients in a prompt and professional manner. Attend team meetings to ensure clear communication and address any concerns or updates. Provide guidance to patients to minimize complaints; if resolution is not achievable, initiate the complaints process and refer to the appropriate management. Document known absences and holiday requests from reception staff, ensuring accuracy and adherence to organizational policies.

Team Management

Optimize the effective use of patient management systems for records and appointments. Assist the Reception Supervisor with patient recall processes, supporting the team in achieving their primary objectives. Ensure that prescription requests and inquiries are handled promptly and accurately. Coordinate the processing of incoming and outgoing communications, ensuring timely and accurate handling. Ensure that both early and late shifts are adequately staffed by a senior receptionist to maintain consistent oversight throughout the day. Ensure the appropriate use of communication systems for patient interactions.

Qualifications

Required

Minimum of 1 year of experience in a healthcare setting.

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