Location: Stalybridge
Salary: Competitive, based on experience
Job Type: Part-time, Permanent
Hours: 30 hours/ week
Are you an experienced healthcare leader passionate about providing outstanding care to expectant parents? Hey Baby 4D is seeking a Clinic Receptionist Team Leader to oversee the smooth running of our private ultrasound clinic. This is an exciting opportunity to lead a dedicated team and ensure our services remain safe, compliant, and of the highest quality.
We provide private ultrasound scans for expectant parents, including early reassurance scans, gender determination scans, and 4D bonding experiences. Our goal is to create a warm, supportive, and professional environment where families can enjoy special moments while ensuring safe and accurate ultrasound services.
- Reception & Customer Service
- Greet customers warmly and professionally and help create a welcoming clinic environment.
- Ensure customers are treated with respect, empathy and professionalism in line with Hey Baby 4D’s organisational values.
- Ensure customers complete the appropriate Informed Consent documentation before their scan.
- Answer telephone calls, emails and customer enquiries professionally and promptly.
- Take and manage bookings, ensuring the correct information is obtained and appropriate appointment types and times are selected.
- Liaise with Sonographers regarding bookings or customer requirements where necessary.
- Take payments accurately for services and products.
- Promote and upsell appropriate additional products, services and follow-up appointments.
- Provide a chaperone service where required.
- Maintain customer confidentiality and ensure personal information is handled appropriately.
- To support the social media team with clinic content.
- Provide day-to-day supervision, guidance and support to Receptionists.
- Help ensure reception staff consistently follow Hey Baby 4D policies, procedures and customer service standards.
- Support the induction and training of new Receptionists.
- Identify areas where reception staff may require additional training or support and raise these with the Registered Manager / Director.
- Act as a first point of contact for Receptionists requiring assistance with bookings, customer queries or clinic procedures.
- Help maintain effective communication between the reception team, Sonographers and clinic management.
- Support the Registered Manager with monitoring reception staff performance and maintaining consistent standards.
- Lead by example and promote a positive, professional and supportive working environment.
- Support the smooth day-to-day running of the clinic and identify operational issues that require escalation.
- Ensure reception and customer-facing areas are clean, organised, presentable and ready for customers.
- Monitor reception supplies and customer-facing stock and report or arrange replenishment where appropriate.
- Help ensure appointments run efficiently by maintaining good communication between customers, Receptionists and Sonographers.
- Assist with managing customer delays, booking issues and other day-to-day operational challenges.
- Escalate clinical queries to an appropriately qualified member of staff rather than providing clinical advice.
- Support the Registered Manager and Director(s) with administrative tasks and clinic improvement initiatives where required.
- Deal professionally with initial customer concerns and attempt to resolve straightforward customer service issues where appropriate.
- Escalate formal complaints, clinical concerns or significant incidents to the Registered Manager in accordance with clinic procedures.
- Encourage customer feedback and communicate recurring issues or opportunities for improvement to management.
- Ensure complaints, concerns and incidents are documented appropriately.
The Receptionist Team Leader must remain aware of safeguarding responsibilities when interacting with customers.
Responsibilities include:
- Recognising potential safeguarding concerns raised by customers or observed during interactions.
- Reporting and escalating safeguarding concerns immediately in accordance with the clinic’s Safeguarding Policy.
- Ensuring Receptionists understand how and when safeguarding concerns should be escalated.
- Maintaining confidentiality when dealing with safeguarding information.
- Escalating concerns promptly to the Registered Manager or Safeguarding Lead.
- Completing and maintaining the safeguarding training required for the role.
- Follow all Hey Baby 4D policies and procedures relevant to the role.
- Support the Registered Manager in ensuring reception processes are consistently followed.
- Promote and uphold the clinic’s commitment to Equality, Diversity and Inclusion (EDI).
- Maintain appropriate standards of confidentiality and data protection.
- Attend all training prescribed by the Registered Manager and maintain appropriate Continuing Professional Development.
- Report incidents, concerns, errors or potential risks promptly to the Registered Manager.
- Participate in audits, team meetings and service improvement activities where required.
- Carry out any other duties commensurate with the pay grade, seniority and responsibilities of the role.
Essential
- Previous experience in a receptionist, customer service or administrative role.
- Excellent customer service and communication skills.
- Strong organisational skills and attention to detail.
- Confidence dealing with customers both face-to-face and over the telephone.
- Ability to remain calm and professional when dealing with sensitive or difficult situations.
- Ability to supervise, support and motivate other members of staff.
- Good IT and administrative skills.
- Understanding of the importance of confidentiality and data protection.
- Willingness to complete all mandatory Hey Baby 4D training.
- To be able to work weekends and evenings.
Desirable
- Previous supervisory or team leader experience.
- Previous experience working within healthcare or a CQC-regulated environment.
- Experience working within a private healthcare, ultrasound or maternity-related service.
- Experience handling customer complaints or resolving customer service issues.
- Join a friendly and supportive team within a growing private healthcare service.
- Take on additional responsibility and develop your leadership and supervisory experience.
- Work in a rewarding environment supporting expectant parents and families.
- Receive ongoing training and opportunities for professional development.
- Play an important role in maintaining the high standards expected across Hey Baby 4D clinics.
Send your CV and cover letter to [email protected] or apply online.
