Front of House Receptionist

The Front of House Receptionist at Alpha Clinic, Inverness is responsible for overseeing the daily operations of the clinic's reception and public areas. This role ensures the highest level of customer service and patient satisfaction by managing the reception desk, coordinating appointments, and facilitating smooth communication between patients and medical staff. They need to be prepared to get involved in all aspects of the business from client liaison to office management.

**Role Details**
This is a part-time permanent role with the possibility of occasional Saturday clinics.

**Key Responsibilities**:

- Welcoming patients upon arrival and ensuring a high standard of service throughout their visit.
- Maintaining the clinic’s excellent reputation through top-tier service for VIP patients.
- Coordinating patient appointments and managing doctors' schedules for optimal clinic efficiency.
- Keeping the clinic environment tidy and stocked to support daily operations.
- Being proactive, anticipating patient needs, and handling urgent situations calmly and effectively.

**Customer Service**:

- Greet and welcome patients and visitors with a warm and professional demeanour.
- Ensure all patients' needs are met while visiting the practice, providing a high standard of professional interaction and service throughout their journey.
- Ensuring the public areas including reception and patient toilets are kept clean and tidy.
- Gather patient feedback via questionnaires, testimonials, and electronic methods, relaying feedback to management for continuous improvement.

**Appointment Coordination**:

- Manage and coordinate multiple complex diaries of consultants and practitioners.
- Prepare patient files for all clinics the week before and continually check them for any updates required.

**Administrative Duties**:

- Update pricing and services in clinic software as instructed
- Manage inventory of office supplies and ensure timely replenishment.
- To take deposits and payments and ensure payments are entered onto the relevant patient database system.
- Log all deliveries and distribute them as appropriate. This may involve lifting up to 15kgs and stairs.
- Ensure relevant paperwork for each patient list is ready for the consultant/practitioner.
- Collate before and after photos and send to patients as requested.
- Order and allocate patient surgical garments according to measurements provided by nursing team.
- Keep accurate inventories of skin care and order as required.
- Provide administrative support to Surgical bookings team during holiday cover.

**Communication and Coordination**:

- Facilitate effective communication between patients, front desk staff, and medical professionals.
- Update patients on clinic policies, procedures, and any changes in services via monthly newsletters.
- Serve as the initial point of contact and gatekeeper for all patients, daily vendors, visiting clinicians, and contractors.
- Collaborate with the Operations Manager on operational improvements, maintenance requests and patient care initiatives.

**Qualifications**:

- SVQ Level 5 or equivalent.
- Proven experience in a front desk or customer service role, preferably in a private healthcare or high-end hospitality setting.
- Excellent communication and interpersonal skills.
- Proficient in appointment management with an ability to multitask IT systems with complete accuracy.
- Must have proven experience using Microsoft Office Suite.
- Ability to multitask and work effectively in a fast-paced environment.
- Knowledge of medical terminology and healthcare procedures is a plus.
- PVG background check

**Key Competencies**:

- Customer-centric mindset with a commitment to providing exceptional customer service.
- Problem-solving abilities and a proactive approach to managing operational challenges.
- Attention to detail and strong organizational skills.
- Ability to handle sensitive information with confidentiality, professionalism and according to GDPR laws.
- Confident working independently but also as part of a small team.
- A willingness to pitch in and work outside of the core responsibilities of the role; we are a small team and we all work as needed from time to time

**Working Conditions**:

- Work is performed in a clinical environment, requiring regular interaction with patients and medical staff.

**Job Types**: Part-time, Permanent

Pay: £14.00-£16.00 per hour

Expected hours: 15 - 22 per week

**Benefits**:

- Additional leave
- Company pension
- Employee discount
- Free parking
- On-site parking
- Sick pay

Schedule:

- Monday to Friday

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- Customer service: 3 years (required)
- Administrative experience: 3 years (required)

**Language**:

- English (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

Application deadline: 17/03/2025
Expected start date: 01/04/2025