We are seeking a professional, organised, and compassionate Receptionist to join our Enhanced Access team. This is a key front-facing role, providing a high-quality, welcoming service to patients, visitors, and clinical colleagues during extended hours.
As part of the Reception Team, you will play a vital role in ensuring the smooth running of services, supporting both operational efficiency and excellent patient care. You will work closely with the Operational Manager / Service Delivery Manager to deliver a seamless and patient-focused experience.
Location: Staffordshire House, Campbell Rd, Stoke-on-Trent ST4 4RJ
Hours : 18.5 per week
Key Responsibilities
- Monitor the electronic booking system and escalate workload concerns when necessary
- Follow up on patients who did not attend appointments (DNAs)
- Manage patient expectations within the waiting area
- Answer telephone calls promptly, handling enquiries in a courteous and confidential manner
- Carry out general reception duties as directed by management
- Maintain accurate and up-to-date records in line with statutory and company procedures
- Support management with public relations and patient engagement
- Ensure reception and clinical areas remain clean, tidy, and safe
- Manage logging and storage of medical equipment and drug boxes
- Accurately log prescriptions in and out
- Maintain adequate stationery supplies
- Keep mandatory training up to date in line with company policies
About you
Essential:
- Previous experience in a reception, customer service, or administrative role
- Strong communication skills with the ability to demonstrate empathy when dealing with patients, visitors, and clinical staff from diverse backgrounds
- Good standard of literacy and attention to detail
- Ability to work effectively under pressure, both independently and as part of a team
- Competence in Microsoft Office applications
- Ability to meet and consistently maintain high standards of work
Desirable:
- Experience using EMIS or similar clinical systems
Why Join Us?
At PHL, we pride ourselves on being Truly Caring, Team First, and Pioneering Innovation. You’ll join a forward-thinking organisation that values integrity, inclusivity, and innovation, and empowers its leaders to make a real difference.
Benefits
- Bike2Work Scheme. Save up to 42% on bikes & equipment
- DSE Eye Tests and Spectacles. Up to £25 for eye tests, £50 for spectacles
- Employee Assistance Program – 24 hour helpline. 24/7 support for counselling, legal, medical & more
- Employee Recognition. ‘On the Spot’ & ‘Extra Mile’ Awards
- Family Friendly Policy. Support for maternity, paternity, adoption & fertility leave
- Long Service Award. Celebrating 5 & 10 years of service
- Menopause Support. HRT subscription covered & Menopause Pledge
- NHS Discount – Blue Light Card. Staff are eligible for the Blue Light Card which offers a range of official discounts
- Paid Sick Pay. 10 days per year
- Professional Development. Training, courses & team-building opportunities
- Workplace Savings and Low Interest Loans. Payroll savings & low-interest loans
As part of our ongoing commitment to support the Armed Forces community, PHL Group has been awarded the Defence Employers Recognition Scheme Silver Award and Veteran Aware accreditation. These prestigious accolades highlight our unwavering dedication to supporting ex-military personnel, recognising the value that serving personnel, both regular and reservists, veterans and military families contribute to our business and our country.
