Receptionist

Job Title: Receptionist

Hours: Full-time 37.50 hours per week

Location: CRGH

Accountable to: Operations Director

Qualifications: Suitably qualified and experienced for the role

We are looking for an empathetic, polished, and highly professional receptionist to join our prestigious fertility clinic. As the first point of contact for our clients, you will be essential in providing a warm and supportive environment for individuals navigating a sensitive and emotional journey. Your exceptional customer service skills, discretion, and empathy will play a critical role in creating a positive, reassuring experience for all patients. This position requires someone who can combine professional sophistication with genuine care to uphold the clinic's commitment to excellence.

Working Environment:

This role involves working in a sophisticated, high-end fertility clinic where the focus is not only on medical excellence but also on delivering a compassionate, supportive environment for patients undergoing fertility treatments. Flexibility with scheduling is required, including weekend shifts.

This description emphasizes the need for strong customer service skills, sensitivity, and professionalism, aligning with the delicate nature of fertility treatments while providing a luxury experience for every patient.

General Responsibilities:

• To act at all times in accordance with the Human Fertilisation & Embryology Authority (HFEA) Code of Practice and CMA guidelines.
• To work with the Quality and Compliance Team to keep abreast of the latest developments with regard to the HFEA, CQC, HSE, Data Protection, Home Office, ICO, and any other relevant regulators.
• To always promote and maintain a high standard of patient care at all times following and adherence to all the CRGH policies and protocols.
• To communicate effectively with all members of the Unit and maintain continuity of patient care. Without discrimination or prejudice against a persons sex, religion, age, race, ethnicity, quality. or diversity.
• Establish and provide good relationships with patients and their relatives and respect all confidential information received, in accordance with HFEA guidelines.
• Reporting condition or concern regarding patient(s) to medical staff and ensuring that received instructions are carried out promptly and satisfactorily.
• Deal with patient inquiries in a calm sympathetic way, following up until the matter is concluded or appropriately escalating to line managers.
• Work well with colleagues in the other departments, the wider team and external contacts.
• Responsible for ensuring own mandatory training is up to date and continued learning and development or any additional training required to enhance skills, plus keep abreast of and legal changes cascaded regarding the HFEA.
• Attend meetings to receive updates, share best practice and cascade information about the service.
• Respond professionally and to oversee the following tasks and that they are carried out to high standard.

Key Responsibilities:

• Guest Reception & Greeting:
  • Offer a warm, welcoming, and supportive greeting to all patients and visitors as soon as they arrive, setting a comforting tone for their visit.
  • Provide an empathetic and compassionate presence, understanding the emotional nature of the services offered, while maintaining professionalism at all times.
  • Ensure the waiting area is calm, clean, and conducive to a relaxed atmosphere, offering refreshments or assistance as needed.
• Customer Service Excellence:
  • Deliver outstanding, patient-focused service by ensuring each visitor feels heard, valued, and reassured.
  • Anticipate the needs of patients, addressing questions or concerns with a helpful, calming, and respectful approach.
  • Maintain a high standard of customer service, demonstrating patience and attentiveness to every detail, no matter how small.
• Confidentiality & Discretion:
  • Handle sensitive patient information and medical inquiries with the utmost confidentiality and professionalism.
  • Create a discreet and secure environment where patients feel comfortable discussing their personal, private matters.
  • Assist with managing medical records and files, ensuring proper documentation and compliance with privacy regulations.
• Communication & Coordination:
  • Manage direct inquiries with care and sensitivity, ensuring patients needs are met in a timely and compassionate manner.
  • Work closely with medical staff to ensure smooth patient flow, accurate communication, and any necessary follow-up.
  • Ensure all patient(s) are suitable arrived at their appointment on the computer, directed to the correct floor and kept them abreast of any delays to being seen.
• Patient Education & Support:
  • Provide information on clinic services, procedures, and next steps in a clear, compassionate, and professional manner.
  • Offer support and guidance to patients regarding their journey with fertility treatments, ensuring they feel understood and supported.
  • Be a source of reassurance, explaining administrative procedures and policies with patience and empathy.
• Administrative Support:
  • Ensure the reception area is always professional, neat, and welcoming, reflecting the clinics high-end standards.

Key Skills & Qualifications:

• Exceptional Communication: Strong verbal and written communication skills, with the ability to engage empathetically and professionally with patients.
• Customer Service Excellence: A proven ability to deliver high-touch, customer-centric service in a healthcare or luxury setting.
• Empathy & Compassion: A deep understanding of the emotional and personal nature of fertility treatments, with the ability to offer both emotional support and clear, informative guidance.
• Discretion & Professionalism: Ability to handle sensitive medical and personal information with confidentiality and tact.
• Organizational Skills: Strong multitasking abilities and attention to detail, ensuring efficient management of patient appointments and clinic operations.
• Tech-Savvy: Comfort with office management software, scheduling systems, and electronic medical records (EMR).
• Time Management: Able to manage a busy reception area, ensuring that each patient receives the attention they deserve without delays or oversights.

Preferred Experience:

• Previous experience in a medical office or healthcare setting, especially in fertility or womens health, is highly desirable.
• Experience in a high-end, luxury environment or customer service role is a plus.
• Fluency in multiple languages is an asset, especially to cater to international patients.

Training/Competencies

• Ensure annual mandatory training, such as e-learning modules, manual handling or any other mandatory training is kept up to date.
• Attend any additional training requested, that will enhance skills and competency for the role.

What we Offer:

• Access to continuous professional development and training opportunities.
• A supportive, collaborative, and inclusive working environment.
• Opportunity to make a meaningful impact on patients lives.
• Pension Scheme provided by Royal London.
• 25 days annual leave plus public bank holidays.
• Long Service: after a significant number of years working at the company, employees are entitled to additional days of annual leave.
• Wellbeing benefits, shopping and leisure vouchers through Perkbox.
• Buy or sell annual leave.
• Treatment discounts.
• Private Medical Insurance.