MacFarlane Physio is a busy and welcoming physiotherapy clinic based in Stirling. We are committed to providing high-quality care and an excellent experience for every patient who visits or contacts the clinic.
We are looking for a friendly, organised and motivated Receptionist / Clinic Administrator to join our team for 20 hours per week.
Position Overview
As the first point of contact for our patients and visitors, you will play an important role in creating a positive, professional and welcoming clinic environment.
The successful candidate will provide excellent customer service while supporting the day-to-day administration and smooth operation of the clinic. This role would suit someone who is confident communicating with patients, highly organised and comfortable managing several tasks at once.
Key ResponsibilitiesPatient Reception and Customer Service
- Welcome patients and visitors in a warm, friendly and professional manner.
- Manage patient check-in and ensure personal information is recorded accurately.
- Provide a helpful and supportive experience throughout each patient’s visit.
- Respond professionally and compassionately to patient questions, concerns and feedback.
- Escalate clinical or sensitive matters to the appropriate team member when required.
Appointment Scheduling
- Book initial assessments, follow-up appointments, treatments and consultations using the clinic management system.
- Work with physiotherapists and other practitioners to coordinate appointment availability.
- Assist patients with rescheduling, cancellations and appointment reminders.
- Help maintain an efficient diary and make effective use of available appointment capacity.
- Manage waiting lists and contact patients when suitable appointments become available.
Telephone, Email and Online Communication
- Answer incoming telephone calls promptly and professionally.
- Respond to appointment requests and general enquiries.
- Monitor and manage the clinic email inbox.
- Respond to website enquiries, online messages and social media enquiries where appropriate.
- Ensure messages are recorded accurately and passed to the correct team member.
Clinic Administration
- Maintain accurate and confidential patient records.
- Process patient registration forms and update contact details when required.
- Support the preparation of letters, invoices, receipts and other clinic documentation.
- Take payments and accurately record transactions.
- Assist with third-party billing and insurance administration where required.
- Support the management of office supplies, stationery and clinic stock.
- Carry out general administrative duties to support the wider clinic team.
Clinic Environment
- Help maintain a clean, tidy and welcoming reception and waiting area.
- Ensure patient information and promotional materials are organised and up to date.
- Monitor reception, waiting room and toilet areas throughout the shift.
- Report maintenance, cleaning or equipment issues promptly.
Data Protection and Clinic Procedures
- Handle patient information confidentially and in accordance with UK GDPR and clinic policies.
- Follow MacFarlane Physio’s procedures for payments, cancellations, record keeping and patient communication.
- Support the clinic in maintaining high standards of professionalism, safety and patient care.
Skills and Experience
Essential
- At least one year of reception or customer service experience.
- Excellent verbal and written communication skills.
- A friendly, professional and patient-focused approach.
- Strong organisational and time-management skills.
- The ability to multitask and remain calm in a busy environment.
- Confidence using computers, email and online booking systems.
- Attention to detail and the ability to maintain accurate records.
- The ability to work independently and as part of a team.
- Reliability, punctuality and discretion when handling confidential information.
Desirable
- Previous experience in a healthcare, physiotherapy or medical reception environment.
- Previous administrative experience.
- Experience using clinic management or electronic patient record systems.
- An understanding of UK GDPR and patient confidentiality.
- Experience handling payments, invoices or insurance administration.
Working Hours
This is a permanent, part-time position for 20 hours per week.
Working hours will be 10am-2pm. Some flexibility may be required to provide reception cover during holidays or periods of staff absence.
Benefits
- Competitive hourly rate of £14.
- Company pension.
- A positive, friendly and supportive working environment.
- Parking expenses
Experience
- Reception or customer service experience: 1 year preferred.
- Administration experience: 1 year preferred.
- Healthcare or clinic experience is beneficial but not essential.
Ability to Commute
Applicants must be able to reliably commute to MacFarlane Physio in Stirling for all scheduled shifts.
How to Apply
Please submit your CV.
We welcome applications from friendly, dependable and motivated individuals who take pride in providing excellent customer service and supporting a busy healthcare team.
Pay: £14.00 per hour
Benefits:
Work Location: In person
