ABOUT THE WIMPOLE CLINIC LTD:
The Wimpole Clinic is an award-winning UK leader in hair transplantation with over 50 years of experience since its founding in 1975. Headquartered on Harley Street in London, where it has completed over 30,000 procedures, the clinic has expanded nationwide to make its services more accessible. Led by Dr. Michael May and a team of innovative surgeons, the clinic specialises in high-quality FUE and FUT techniques while prioritising exceptional patient care.
OUR MISSION:
With a steadfast commitment to offering the best possible patient care, we achieve excellent clinical outcomes and high levels of patient satisfaction.
Our mission is to uphold our commitment to continuous innovation and lead the way as one of the UK’s most trusted hair transplant clinics. We are proud to have been voted Hair Transplant Clinic of the Year for 2024, marking our fourth consecutive win.
Backed by our skilled, experienced team of medical professionals, the Wimpole Clinic strives to provide patients with fantastic hair restoration results that last a lifetime.
PURPOSE OF THE ROLE:
Due to our ongoing rapid expansion, we currently have support function vacancies within our London and Birmingham clinics. We are seeking dedicated professionals to join our growing teams in both locations.
The position of Front of House Assistants, is pivotal to the business in creating a positive and effective working environment. The successful post holder will be working in a small team, they will provide a high level of care and attention to all who enter the clinic.
As the first point of contact for patients and visitors, you are ensuring a smooth and efficient operation of the front desk, exercising patience and the utmost level of professionalism when handling difficult situations and managing people within them successfully.
Your primary responsibility is to provide an elite level of exceptional customer service in creating that imperative connection full of compassion and attentive conversation whilst also handling multi administrative tasks, all contributing to ultimately exceeding every aspect of our patient's satisfaction.
This is a varied role covering all aspects of a support function from front of house, appointment scheduling and administrative support.
In this role you will be an integral part of a team, who is accountable for your actions and omissions.
If you are driven to achieve the highest quality and standard of work, this is your chance to advance your career with one of the nation's largest and most respected healthcare providers. Here, you will find an environment that truly recognises, values, and invests in your skills and expertise.
PRINCIPAL DUTIES:
Responsibilities:
Front of House:
- To welcome and greet all visitors/patients in a courteous, helpful and professional manner
- Answer the telephones and address all enquiries made by new patients and existing patients
- Direct calls and take messages for all departments
- Keep visitors log and delivery log for all goods in and out of the clinic
- Ensuring that everyone receives a ‘first class’ personalised welcome upon entering and leaving the clinic
- Manage the patient check in/out processes efficiently
- Assist patients to their transportation after surgery and organise if necessary
- Check online registration and T&Cs are signed and completed by the patient
- Check insurance details, invoice, billing ensure payments are collected via practice management system or card machine before entering or leaving the clinic
- Check pre-authorisation codes for patients attending clinic and surgery
- Chase patients for invoices and collect deposits
- To direct patients/visitors to the appropriate waiting area as and when required
- Communicate appropriately with all clinic staff and Consultants involved in the care/journey of the patient
- Treat patients with respect and dignity
- The ability to support difficult or emotional clientele and/or situations
- Identify and resolves problems in a timely manner
- Experienced in managing difficult situations
- Ensuring you respond positively to any queries or concerns
- Experience of developing positive working relationships with members of senior management, peers, the aptitude to pass on information relevant to professionals effectively
APPOINTMENT SCHEDULING:
- Schedule and confirm patient appointments using the electronic scheduling system
- Coordinate with medical staff to ensure efficient scheduling and minimise waiting times
- Assist in rescheduling appointments as and when needed
- To co-ordinate actions within the departments, working closely with the relevant team and other over lapping departments
- Help build processes to improve the efficiency of the hospital and patient journey
- Monitor all relevant group inboxes and respond to all enquiries within KPI
- Answer the telephone in a professional manner while taking and relaying accurate messages
- Receive incoming departmental mail/emails, sorting and prioritising as appropriate
- Have an understanding of the consultants and services available
- Calling consultants directly where there is an urgent booking
- Send professional and timely correspondence to the patient
- Be knowledgeable on the patient journey and what a patient can expect at Wimpole Clinic
- Delivering outstanding customer service throughout every interaction with our clientele
PREFERRED KNOWLEDGE, TRAINING & EXPERIENCE:
- Previous experience of working in the healthcare or hospitality industry
- Experience in a working in a similar role
- Attained GCSE Maths and English (Grades A – C)
- Excellent communications and interpersonal skills
- Proficient in using office software and electronic health record systems
- Computer literate in Microsoft Office and any other relevant packages
- The ability to remain calm and professional at all times
- The ability to multitask
- Possess exemplary customer service
- Present yourself at all times in a manner that is open and honest and work in a partnership with patients, clients, colleagues, and the general public to enhance confidence, competence and best practice
- Build and develop internal and external relationships, in order to work collaboratively to foster good relations
- Proactive ability to adapt to changing circumstances
- Flexibility to respond to urgent requests
- Ability to work independently using your own initiative
- A confident individual who is well organised and self-motivated
- Work well in a multi-disciplinary team
- Applicants must demonstrate a caring and compassionate manner
PATIENT EDUCATION:
- Provide basic information to patients regarding procedures, policies, and general health inquiries
- Distribute educational materials as needed
EMERGENCY EVACUATION PROCEDURE:
- Follow established protocols in the event of emergencies, including notifying appropriate personnel and assisting patients as necessary
Pay: £28,000.00 per year
Benefits:
- Company events
- Company pension
- Sick pay
Application question(s):
- Candidates must have the right to live and work in the UK. Please note that we are unable to provide visa sponsorship for this role.
Work authorisation:
- United Kingdom (required)
Work Location: In person
