As a Medical Receptionist / Concierge at HUM2N, you are the face of the clinic and play a pivotal role in delivering an exceptional patient experience. You are responsible for ensuring every patient receives a warm, personalised and seamless journey from their first interaction through to departure, creating an environment that reflects HUM2N's commitment to excellence in longevity and preventative healthcare.
You will oversee the day-to-day front-of-house operation of the clinic, ensuring reception, patient flow, appointment coordination, payments, clinic presentation, stock management and operational processes are delivered efficiently and to the highest standards. You will work closely with clinicians, the Virtual Concierge team and the wider operations team to ensure every patient journey is smooth, compliant and professionally managed.
In addition to delivering outstanding hospitality, you will actively contribute to the commercial success of the clinic. You will confidently discuss HUM2N's services, programmes, memberships and products, reinforce clinician recommendations, encourage patients to book follow-up appointments before leaving the clinic, and identify opportunities to maximise patient engagement and retention. You will ensure invoices are generated accurately, payments are collected in full prior to patients leaving the clinic (unless otherwise authorised), and outstanding balances are managed in line with clinic procedures.
The successful candidate will be highly organised, commercially aware and passionate about delivering exceptional service. They will take ownership of the clinic environment, maintain meticulous attention to detail, proactively resolve issues and contribute to continuous improvements in patient experience, operational efficiency and business performance. Above all, they will act as an ambassador for the HUM2N brand, ensuring every interaction reflects our values of excellence, professionalism, innovation and personalised care.
Key ResponsibilitiesPatient Experience & Front of House
- Deliver a luxury, personalised patient experience from arrival to departure
- Welcome and check in patients and visitors
- Offer refreshments and maintain a welcoming reception environment
- Conduct clinic tours for prospective patients
- Support clinicians by ensuring patients are prepared for appointments
- Maintain the presentation, cleanliness and organisation of reception and patient-facing areas
Appointment Coordination
- Book consultations and treatments
- Process payments accurately
- Confirm appointments and assist with pre-appointment preparation
- Support patients with booking queries, cancellations and rescheduling
- Encourage rebooking where appropriate
Sales & Commercial Responsibilities
- Deliver a consultative, patient-centred approach to every interaction
- Confidently discuss HUM2N services, memberships, diagnostics and treatment programmes
- Promote clinician-recommended treatment plans and encourage timely booking
- Encourage patients to purchase supplements, home testing kits and other recommended products where clinically appropriate
- Maximise conversion opportunities by proactively booking follow-up appointments before patients leave the clinic
- Support achievement of clinic sales and conversion targets
- Identify opportunities to reactivate inactive patients and encourage continued engagement
- Escalate high-value opportunities to the Lead Concierge or clinicians where appropriate
- Maintain a strong understanding of HUM2N products, services and pricing to confidently answer patient enquiries
Finance & Administration
- Process all patient payments accurately
- Ensure invoices are generated correctly and settled before patients leave the clinic
- Explain invoices and payment options professionally
- Chase outstanding balances in accordance with clinic policy
- Complete End of Day reconciliation and ensure all invoices are closed
- Update the Clinic Tracker and End of Day reporting
- Support refund administration in line with clinic procedures
- Escalate payment queries where required
Clinic Operations
- Prepare and dispatch supplement and testing orders
- Coordinate shipment of diagnostic test samples and home testing kits
- Maintain clinic delivery and purchase order trackers
- Assist with office supply ordering
- Monitor stock levels of supplements, tests and consumables
- Perform stock counts and inventory management
- Liaise with suppliers where required
- Oversee laundry processes and support internal facilities audits
- Support clinicians with therapies when required
Patient Administration
- Register new patients within clinic systems
- Complete KYC checks when allocated
- Maintain accurate patient records
- Collect patient feedback and encourage Google Reviews
- Ensure all patient documentation is complete and compliant
Teamwork & Communication
- Work collaboratively with the Virtual Concierge and clinicians
- Participate in daily team meetings
- Escalate operational issues promptly
- Support colleagues during busy clinic periods
- Contribute ideas for improving patient experience and clinic operations
Key Competencies
- Exceptional customer service and hospitality
- Professional communication
- Attention to detail
- Organisation and prioritisation
- Accountability
- Teamwork
- Adaptability
- Problem solving
- Commercial awareness
- Operational excellence
- Consultative selling
- Influencing and persuasion
- Confidence discussing pricing and treatment options
- Revenue awareness
Skills & ExperienceEssential
- Previous experience in hospitality, luxury retail, private healthcare or concierge services
- Excellent verbal and written communication
- Strong organisational skills
- Confident using digital systems and CRM platforms
- High attention to detail
- Professional presentation
- Ability to multitask in a fast-paced environment
Desirable
- Experience using Pabau, HubSpot or similar CRM systems
- Experience within healthcare
- Experience handling payments and reconciliations
- Inventory or stock management experience
Pay: £26,000.00-£28,000.00 per year
Education:
Work authorisation:
- United Kingdom (required)
Location:
- London SW3 3QX (preferred)
Work Location: In person
