Who We Are Looking For
We are looking for a passionate, organised and confident front desk administrator to join the growing team at Browns Physiotherapy & Wellness.
This is not just a “sit behind the desk and answer the phone” role.
This is a key patient facing role in a busy, growing physiotherapy business where the person on the front desk has a huge impact on the patient experience, the clinic atmosphere, and the growth of the business.
So, before you apply, ask yourself:
Are you comfortable speaking to people you have never met before, both face to face and over the phone?
Are you naturally organised, reliable and able to keep on top of several things at once?
Can you prioritise your day, stay calm when things are busy, and make sure the important details do not slip through the cracks?
Are you able to communicate clearly with people from all different backgrounds, both written and verbally?
Do you notice when something is not working and feel confident enough to speak up?
Can you anticipate what patients, clinicians and team members might need before they have to ask?
Do you take pride in the small details, knowing that those small details often make the biggest difference to how people feel?
If you are positive, flexible, open to learning, and want to be part of a growing healthcare business, then this could be the right role for you.
About Us
Browns Physiotherapy & Wellness is a growing private physiotherapy clinic with locations in Congleton, Stoke on Trent and Macclesfield.
We have been established for more than 5 years and have built a strong local reputation for providing high quality physiotherapy, clear treatment plans and a genuinely personal level of care.
We are continuing to grow, and we are now looking for another person to help us deliver a five star experience for every current and prospective patient who contacts or visits the clinic.
You can find out more about us here:
www.brownsphysio.co.uk
We have a large patient database, a growing team, and a strong reputation locally. Now we are looking to strengthen the most important part of the clinic experience, the front desk.
The person in this role will help us make sure that every patient feels welcomed, looked after, listened to and confident that they are in the right place.
The Role
You will be responsible for helping manage the front desk and patient experience across our Congleton and Macclesfield clinics.
This role will initially be 2 days per week:
1 day based in Congleton
1 day based in Macclesfield
As the role develops and the clinics continue to grow, there may be the opportunity for additional days.
Your job will be to meet and greet patients, answer the phone, manage enquiries, book appointments, support the diary, raise invoices, help with administrative systems, and make sure patients are looked after properly before, during and after their appointments.
A big part of the role is helping people feel confident about booking in with us.
That means being able to speak to prospective patients on the phone, understand what they are looking for, explain the value of what we do, answer questions, handle concerns about price or availability, and help them make the right decision about their care.
Ultimately, your job is to help us create the sort of patient experience that people are happy to pay for, and just as happy to recommend to their friends and family.
What You Will Be Doing
Your responsibilities will include:
Welcoming patients into the clinic and creating a warm, calm and professional waiting room experience.
Answering phone calls from new and existing patients.
Speaking confidently with prospective patients and helping convert enquiries into booked appointments.
Explaining the value of our services and helping people understand why private physiotherapy is an investment in their health.
Handling questions about pricing, appointments, treatment options and availability.
Booking patients into the diary and making sure they understand the time and cost commitment involved.
Helping patients feel reassured and excited about attending their first appointment.
Communicating with patients before, during and after appointments to make sure they feel looked after.
Taking payments and ensuring invoices are raised accurately and on time.
Sending invoices to the correct person, insurer or organisation where needed.
Helping to organise clinician schedules and maximise clinic efficiency.
Supporting the smooth running of the front desk and clinic environment.
Building strong relationships with patients so they feel remembered, valued and welcomed.
Helping keep procedures and systems up to date so that the role is well documented and consistent.
Spotting issues before they become problems and suggesting ways to improve the patient experience.
Skills And Qualities We Are Looking For
We are looking for someone who is:
Confident speaking to people on the phone.
Able to hold meaningful conversations with prospective patients, sometimes for 15 minutes or more.
Comfortable answering questions in a way that helps people feel confident about booking.
Warm, friendly and professional when greeting patients in person.
Highly organised and able to manage several tasks at once.
Reliable and able to follow through on commitments.
Detail focused, with the ability to make sure important admin tasks are completed properly.
Proactive and able to act without always needing to be told what to do.
Willing to learn new systems, scripts and processes.
Comfortable working in a growing business where things can change and improve.
Able to remember names and faces, helping patients feel recognised and valued.
Persistent enough to get things done properly, even when the day is busy.
Positive, calm and solutions focused.
What We Will Do For You
We will provide you with training and support in customer service, front desk administration and patient communication.
You will be working as part of a friendly, supportive and growing team.
You will be given the opportunity to develop your skills and play an important part in the growth of the clinics.
You will work in an environment where personality based service matters, where patients are treated properly, and where the front desk role is seen as a key part of the business, not an afterthought.
Salary And Hours
Salary: £25,000 to £28,000 pro rata, depending on experience.
Hours: 2 days per week initially.
Location: Split role between Congleton and Macclesfield.
There is potential for more days as the role develops and the clinics continue to grow.
Job Types: Part-time, Permanent
Pay: £25,000.00-£28,000.00 per year
Benefits:
- Company pension
- Employee discount
- On-site parking
Work Location: In person
