Receptionist and Administrative Assistant

**JOB DESCRIPTION - RECEPTIONIST AND ADMINISTRATIVE**
**ASSISTANT- Full or Part-time**

**Overall**:
Accountable to the Business Manager, you will work alongside the Admin and
Clinical Teams to ensure an exceptional experience is delivered to our clients.
You will ensure our services are managed and maintained within the framework of our robust clinical governance practices, professional standards and the Healthcare Standards Act 2000.

You will provide outstanding customer service to our clients through accurate and efficient diary management, prompt referral management and excellent communication between admin colleagues and clinical team.

**Status**:
Part-time

**Hours**:
20-30 hours between 8am - 8pm, Monday to Friday

**Location**:
Physiotherapy Matters head office clinic, currently based at Arden House,
Regent Centre, Gosforth, Newcastle Upon Tyne. NE3 3LU.

**Report to**:
Business Manager

**JOB DESCRIPTION - RECEPTIONIST AND ADMINISTRATIVE**
**ASSISTANT**

**Duties include**:
1. Reception duties
- Manage and oversee the day to day running of the clinics with attention to detail ensuring an exceptional experience for all clients
- Ensure clinician diaries are managed efficiently, optimising usage of the clinical time and proactively managing patient trackers
- Open and close the clinic, including the Health and Exercise Matters studio
- Invoice self-funding patients and take card, cheque, and cash payments, reconciling against client accounts
- Maintain professional communication with referrers/ intermediary companies regarding the referral process and retain established relationships
- Proofread and send reports securely via the correct means to ensure GDPR requirements are met, as well as meeting the agreed SLA with each company
- Always follow company policies and procedures with particular attention to ICO / GDPR requirements
- Maintain a clean and tidy clinic following our clear desk policy
- Ensure full and accurate patient details are collected at the time of booking, collecting patient consent, outcome, and experience measurables
- Assist with receiving reviews for each clinic - Facebook, Google, or testimonials

2. Admin Duties
- Record referral numbers and clinic activity, actively contributing towards monthly audits
- Assist in managing stock control by checking and restocking rooms, monitoring stock levels and informing accounts when stock levels are running low
- Assist in maintaining clinic equipment, arrange servicing, repairs, and renewals
- Report any IT issues to IT provider or other relevant provider as soon as identified
- Assist in receiving and reporting facility issues to management company
- Assist the Management team or any other colleagues with any ad-hoc tasks as required
- Monitor, record and proactively work to ensure KPIs for each referrer / intermediary company are met
- Maintain intermediary procedure guides and keep records up to date

**PERSON SPECIFICATION - RECEPTIONIST AND ADMINISTRATIVE**
**ASSISTANT**

**Job Knowledge and Experience**

Customer service experience (E)
Excellent IT skills (E)
Qualifications and/or Business administration qualifications (D) practical knowledge, Healthcare industry experience (D) experience, and skills Admin experience (D)

**Complexity Creativity**

Able to work with a variety of tasks and prioritise
according to importance (E)
Range of duties, how the Ability to keep organised for areas such as knowledge is applied, managing diary and reports to meet referrer KPIs opportunities for problem (E) solving, suggestions Able to improve procedures where required (D)
Accurate and thorough approach (E)

Ability to solve problems (D)
Able to take initiative for business development purposes (D)

**People Skills**

Work alongside the Admin Team Leader,
Business Manager and Quality Assurance
Management Manager (E) responsibilities, level, and Strong appreciation of exceptional customer / type of customer contact patient focused services business delivery (E)
Professional communication skills-by phone, in person, and writing (E)
Leadership skills (D)
Flexible and motivated (E)

Work in a non
- discriminatory way (E)
Line management skills (D)

**Circumstances**

Flexible working to meet business needs (E)
Full UK driving licence and car owner (D)
Able to work in a non-smoking environment (E)
Able to get to the clinic easily and punctually (E)

Able to work on own initiative (D)
Adaptable to business requirements (E)

In regard to qualities required:
Desirable = D
Essential = E

**To be the leading independent quality Physiotherapy provider in the**

**North East across four keys areas of business; Occupational**
**Physiotherapy Services, Private MSK Clinics, NHS Community MSK**

**Services and Older People Physiotherapy Services**

**Position**: Receptionist and Administrative assistant

**Location**:Physiotherapy Matters, Arden House, Regent Centre, Gosforth,
Newcastle upon Tyne, NE3 3LU and 50mile radius of this location

**Report to**:Busi