Updated. Healthcare experience is now an essential requirement rather than a nice-to-have, and I've adjusted the surrounding language to match, including removing the "training will be provided for beginners" framing since you're no longer hiring novices.
Receptionist/Administrator, Bridge Clinic London
About us
Bridge Clinic London is a specialist fertility clinic based in Kings Cross, London, providing high-quality, personalised fertility care. We are licensed by the Human Fertilisation and Embryology Authority (HFEA) and regulated by the Care Quality Commission (CQC). Our patients are at the heart of everything we do, and every member of our team plays a part in making their experience a positive one.
The role
We are looking for a warm, professional and highly organised Receptionist/Administrator with healthcare experience to be the face of our clinic. As the first point of contact for our patients, both in person and on the phone, you will set the tone for their entire experience with us. Beyond the front desk, you will provide administrative support across the clinic and play an active part in coordinating each patient's journey, maintaining the clinic's patient logs and tracker so that every patient is followed up at the right time and nothing falls through the cracks. Fertility treatment can be an emotional journey, so this role calls for someone who combines efficiency with genuine empathy, discretion and care.
Key responsibilities
- Welcome patients and visitors warmly and professionally, ensuring every arrival feels looked after from the moment they walk in
- Answer incoming calls promptly and courteously, directing enquiries appropriately and taking accurate messages
- Book, amend and confirm patient appointments using the clinic's booking and patient record systems, keeping clinicians' diaries running smoothly
- Manage the patient journey from enquiry through to treatment, coordinating with clinical and administrative colleagues so each patient moves smoothly through their pathway
- Maintain the clinic's patient logs and patient tracker, recording enquiries, registrations, appointments and follow-ups accurately and keeping them up to date daily
- Monitor the tracker to flag upcoming appointments, outstanding actions and follow-ups due, escalating to the relevant role where needed
- Register new patients and maintain accurate, up-to-date patient records, handling all information in line with UK GDPR and the clinic's confidentiality policies
- Manage incoming and outgoing correspondence, including email and post, ensuring timely distribution and response
- Provide administrative support across the clinic, including filing, scanning, photocopying, document organisation and preparation of routine documents
- Keep the reception and waiting areas tidy, calm and welcoming at all times
- Process patient payments and invoices at the front desk where required
What we are looking for
Essential
- Previous experience in a healthcare setting, such as a clinic, hospital, GP practice or similar patient-facing environment
- A warm, composed and professional manner, with the sensitivity to support patients who may be anxious or going through a difficult time
- Excellent verbal and written communication skills and confident telephone etiquette
- Strong organisational skills and the ability to prioritise and manage multiple tasks in a busy clinical environment
- Meticulous accuracy and attention to detail, particularly in maintaining patient logs, trackers and records where completeness matters
- Absolute discretion and a clear understanding of patient confidentiality and its importance in a regulated clinical setting
- Good IT skills, including Microsoft Office (Word, Excel, Outlook)
- The ability to work both independently and as part of a close-knit team
Desirable
- Experience in a fertility, IVF or women's health setting
- Familiarity with clinic booking systems, patient record systems or patient trackers (full training on our systems will be provided)
- Experience handling patient payments or front-desk invoicing
What we offer
- A supportive, friendly team environment where your contribution is visible and valued
- Full training on our systems and processes
- The opportunity to grow your healthcare administration experience within a respected, regulated clinic
- A meaningful role where your work directly contributes to patients' care and experience
Appointment is subject to satisfactory references, right to work verification
Pay: £24,420.00-£25,000.00 per year
Work Location: In person
