Job Title
Front of House Co-Ordinator
Reporting to
Front of House Manager
Employment Type
Full Time
Employment Status
Continuing Contract
Job Location
Little Hall Barn, Beaconsfield, Bucks
Salary
TBC
Primary philosophy
· Ensure that DoctorNow & The Beaconsfield Clinic’s Vision, Mission and Values are always at the heart of everything you do
· Communicate clearly and effectively with colleagues and patients
· Contribute to developing a compliance (e.g.CQC/GDPR/ICO) and quality culture
· Responsibility and ownership of your function and always seek to maximise the customer experience and help influence overall customer service.
Job Purpose
Responsible for providing exceptional levels of care and customer service to our patients. Always greeting patients in a friendly, welcoming manner to ensure a positive, lasting impression.
Responsible for the smooth running of reception to provide seamless and quality customer experience for patients.
Duties & Responsibilities
Responsibilities and duties include but are not limited to the following:
Front of House duties
· Act as first point of contact for any patients visiting the practice and meet & greet patients/visitors in a professional and welcoming manner
· Provide excellent customer service to ensure a quality customer experience for patients
· Book, cancel, re-arrange appointments at the reception desk
· Take payments on the day ensuring the correct invoice is raised and processed; accurately logging cash payments
· Deal with patient samples and collections for our Laboratory
· Deal with general enquiries at the desk at Reception in a professional and appropriate manner
· Proactively promote our memberships and services at Reception ensuring new and PAYG patients are aware of our services and membership options and handing out brochures etc.
· Make drinks for patients and clinicians as needed
· Arrange for deliveries to be dealt with as required
· Ensure patients complete new patient registration and GDPR forms
· Add information to patient records paying very careful attention to detail
· Pass prescription requests through to clinicians during Prescription slots
· Ensure the relevant clinician's door plate and Doctor's stamp are in place as they come on duty
· Deploy spillage kits at Reception/in the waiting area as required
· Ensure the Reception desk and waiting areas are kept clean and tidy
· Alert patients to any delays in advance if possible or on arrival; ringing through to the clinician to let them know their next patient is waiting as per the protocol; keeping patients informed regarding any delays
· Stock replenishment at Reception (till rolls/leaflets/business cards/appt cards/imaging forms/patient forms/Membership brochures/Services brochures etc)
· Alert a clinician immediately and offering assistance if a patient appears unwell in the waiting room
· Remain calm and following instructions in the case of an emergency
· Report any safeguarding concerns to the Safeguarding Lead or if they are not on duty to another clinician or the Patient Services Team Leader
· Deal with any paperwork that can be actioned at Reception
Qualifications; skills and experience
· Educational achievement to at least GCSE (or equivalent) including English Language and Maths
· Computer literate, able to use a range of software programmes including Microsoft Word, Excel and Outlook. The ability to learn new IT software quickly (with training)
· Proven experience in a Front of House role
· First Class communication skills
· Excellent organisation, planning and multitasking abilities
· Ability to think laterally and find solutions to problems
· Excellent attention to detail, confident, flexible and reliable
· High degree of confidentiality & integrity
Pay: From £27,000.00 per year
Experience:
- Front of House: 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
