Front of House Receptionist

Overall Purpose

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• First point of contact for all outpatients and visitors to our three Centers in London, i.e. the City, Wimbledon & Marylebone.
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• The Fortius Clinic London is operational Monday to Friday from 6:30am to 9.00pm.
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• Shifts are split between 6.30am – 9:00pm across all locations (Monday to Friday and occasional Saturday mornings).

Main Duties and Responsibilities

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Contribute to the smooth day-to-day running of Reception, ensuring that patients are greeted, checked in and checked out efficiently, courteously and professionally.

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Provide a welcoming, professional and positive first point of contact for patients, visitors, consultants and colleagues.

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Proactively monitor and manage the shared email inbox’s, responding to enquiries appropriately and ensuring messages and actions are dealt with in a timely manner.

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Handle the settlement of accounts and take patient payments securely using the organisation’s approved payment system, including cash and card payments.

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Manage future bookings and arrange follow-up appointments, liaising with Imaging, Physio, Nursing and other relevant teams as required.

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Monitor and adjust work priorities in response to changing demand, patient flow and the needs of the service.

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Ensure the Reception and patient waiting area is clean, tidy, welcoming and presentable at all times, escalating any maintenance or facilities issues as appropriate.

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Prepare consulting rooms prior to clinic and ensure rooms are tidy and appropriately reset at clinic changeover.

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Upload patient images and relevant information to the PACS system accurately and in accordance with established procedures.

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Provide chaperone support when requested by consultants, in accordance with organisational policies and procedures.

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Support consultants with day-to-day requirements, including refreshments and other appropriate administrative or clinic-related support.

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Provide administrative support to consultants at the end of their clinics, including scanning documents, uploading information and ensuring relevant paperwork is processed and filed appropriately.

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Use the organisation’s incident reporting system to report incidents, concerns or near misses promptly and accurately, in accordance with organisational procedures.

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Maintain a professional appearance and adhere to the organisation’s uniform and presentation policy at all times.

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Communicate with patients, visitors, consultants and colleagues using professional, courteous and appropriate language at all times.

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Maintain a high standard of professionalism, confidentiality, customer service and patient care in all interactions.

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Work collaboratively with and provide support to other departments as necessary to ensure the effective delivery of the service.

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Ensure all patient information is handled securely and that patient confidentiality is respected at all times.