Role Purpose
This position plays a critical role in a front of house setting ensuring a customer focused approach, supporting and maintaining processes and systems to support the reception and administrative function. The role holder will participate in the day-to-day reception/administrative functions, delivering the service in a friendly, keen, professional manner. You will demonstrate a proficient communication of English language, in a diverse multi-cultural environment. You will be a proactive lead who will contribute to the success of the business objectives in a high-quality setting.
1. Admin Management
* Oversee the daily operations of reception to ensure smooth running of services.
* Review diaries daily and ensure clinicians are aware of any available slots with a view to fill the gaps.
* Manage scheduling for clinicians and admin staff to optimize productivity and patient flow.
* Maintain a safe, clean, and organized working environment in line with health and safety standards.
* Ensure the practice has the necessary medical supplies, equipment, and IT systems in place for efficient functioning.
2. Patient Experience
* Ensure the admin team provides a high-quality patient experience by maintaining excellent service standards.
* To be an advocate and demonstrate high standards of customer care and create a positive and proactive approach to customer service
3. Compliance and Regulations
* Ensure the administrative staff comply with all relevant healthcare regulations, including CQC (Care Quality Commission) standards, if applicable.
* Ensure patient data is managed in compliance with GDPR and other applicable data protection laws.
* Ensure administrative staff follow appropriate procedures to ensure a safe working environment.
* Assist in regulatory audits.
4. Strategic Planning and Development
* Work with the Centre Manager to develop and implement strategic plans, focusing on growth and sustainability.
* Identify opportunities to expand services, improve efficiency, and enhance the quality of care.
* Regularly review and report on the performance identifying areas for improvement.
* Maintain and develop relationships at all levels within the team, colleagues and referrers.
Person Specification
Essential Criteria
Qualifications & Education
* Good standard of general education, including English language proficiency suitable for a front-of-house, patient-facing role
Experience
* Previous experience working in a reception, administrative, or front-of-house role
* Experience providing high-quality customer service in a professional environment
* Experience managing diaries, scheduling, or coordinating appointments
* Experience working in a fast-paced environment with competing priorities
* Experience supporting or supervising administrative processes or teams
Skills & Competencies
* Excellent verbal and written communication skills, with the ability to communicate confidently in a multicultural environment
* Strong organisational and time-management skills with attention to detail
* Ability to manage and prioritise workloads to ensure smooth day-to-day operations
* Proactive, solution-focused approach with the ability to identify and resolve issues
* High level of customer care skills with a patient-centred mindset
* Competent IT skills, including use of administrative systems, scheduling software, and Microsoft Office
* Ability to maintain confidentiality and handle sensitive information appropriately
Knowledge
* Understanding of data protection principles and confidentiality (GDPR)
* Awareness of health and safety requirements in a workplace environment
* Understanding of safeguarding responsibilities and professional boundaries
Personal Attributes
* Professional, friendly, and approachable manner
* Reliable, flexible, and able to work independently as well as part of a team
* Demonstrates initiative and leadership qualities
* Committed to maintaining high standards and enable improvements
Desirable Criteria
Experience
Experience working in a healthcare, clinical, or regulated environment
Experience managing or supervising administrative staff
Experience supporting recruitment, onboarding, or staff training
Experience assisting with audits, inspections, or compliance reviews
Knowledge
Knowledge of CQC standards and healthcare regulatory requirements
Familiarity with clinical or healthcare IT systems
Understanding of healthcare operations, patient pathways, or medical services
Additional Skills
Ability to build and maintain effective working relationships with clinicians, managers, and external referrers
Staff would need to be available to work Saturdays, minimum of 1 per month and be on call on Sundays one a month and available to work should we open longer in the future.