Front of House Receptionist

Overall Purpose

• First point of contact for all outpatients and visitors to our three Centers in London, i.e. the City, Wimbledon & Marylebone.

• The Fortius Clinic London is operational Monday to Friday from 6:30am to 9.00pm.

• Shifts are split between 6.30am – 9:00pm across all locations (Monday to Friday and occasional Saturday mornings).

Main Duties and Responsibilities

• Contribute to the smooth day-to-day running of Reception, ensuring that patients are greeted, checked in and checked out efficiently, courteously and professionally.

• Provide a welcoming, professional and positive first point of contact for patients, visitors, consultants and colleagues.

• Proactively monitor and manage the shared email inbox’s, responding to enquiries appropriately and ensuring messages and actions are dealt with in a timely manner.

• Handle the settlement of accounts and take patient payments securely using the organisation’s approved payment system, including cash and card payments.

• Manage future bookings and arrange follow-up appointments, liaising with Imaging, Physio, Nursing and other relevant teams as required.

• Monitor and adjust work priorities in response to changing demand, patient flow and the needs of the service.

• Ensure the Reception and patient waiting area is clean, tidy, welcoming and presentable at all times, escalating any maintenance or facilities issues as appropriate.

• Prepare consulting rooms prior to clinic and ensure rooms are tidy and appropriately reset at clinic changeover.

• Upload patient images and relevant information to the PACS system accurately and in accordance with established procedures.

• Provide chaperone support when requested by consultants, in accordance with organisational policies and procedures.

• Support consultants with day-to-day requirements, including refreshments and other appropriate administrative or clinic-related support.

• Provide administrative support to consultants at the end of their clinics, including scanning documents, uploading information and ensuring relevant paperwork is processed and filed appropriately.

• Use the organisation’s incident reporting system to report incidents, concerns or near misses promptly and accurately, in accordance with organisational procedures.

• Maintain a professional appearance and adhere to the organisation’s uniform and presentation policy at all times.

• Communicate with patients, visitors, consultants and colleagues using professional, courteous and appropriate language at all times.

• Maintain a high standard of professionalism, confidentiality, customer service and patient care in all interactions.

• Work collaboratively with and provide support to other departments as necessary to ensure the effective delivery of the service.

• Ensure all patient information is handled securely and that patient confidentiality is respected at all times.

Knowledge, Skills and Experience

• GCSE English and Maths (or equivalent)

• Excellent interpersonal and communication skills (verbal and written)

• Experience of clerical and administrative work.

• IT literate – able to use a range of Microsoft Office packages including word, email and patient booking system.

• Demonstrable evidence of delivering customer service ideally in front of house or similar environment

• Previous experience of working in a clinical or medical setting would be advantageous

• Ability to work on your own or as part of a team

• Excellent organisation skills and ability to prioritise and manage a busy workload without direct supervision

• Able to remain calm when under pressure and deal effectively with unanticipated demands

• Ability to work with a range of stakeholders

• Able to handle sensitive information without compromising confidentiality

• Flexible helpful attitude.