Job Specification: Medical Receptionist / Head of Customer Service
Company: Hampshire Healthcare Partners (including Smile Dental Care - Oakmount, and member practices across Hampshire)
Location: Primarily based at our Head Office, with one remote working day per week and occasional travel to our Hampshire practices.
Salary: £15.75 per hour + annual performance bonus (see structure below).
Start Date: Flexible.
About Hampshire Healthcare Partners
Hampshire Healthcare Partners (HHP) is pioneering a new Preventative Health Scheme that integrates dentistry with broader healthcare services such as Private GP access, Physiotherapy, Psychology, Podiatry, and Dietetics. As part of our ambitious vision, we are launching a new healthcare plan across our member dental practices, aimed at offering patients affordable and high-quality health solutions outside of the overstretched NHS.
Role Overview
As Head of Customer Service, you will be the first point of contact for patients enquiring about our new healthcare plans. This hybrid role combines reception duties, customer service expertise, and sales responsibilities, requiring excellent communication skills, professionalism, and a genuine passion for patient care.
You will act as the front-of-house specialist, answering calls, explaining the benefits of our healthcare plan, and guiding patients through the sign-up process. In addition to desk-based work, you may occasionally travel to practices to meet patients face-to-face or assist in training reception teams on how to present and sell the plan.
This role provides a unique opportunity to shape and grow our patient service function, with potential for progression into team leadership as the business expands.
Key Responsibilities
- Serve as the primary point of contact for calls and enquiries about our new healthcare plan.
- Confidently explain the benefits of the plan, converting patient enquiries into successful sign-ups.
- Act as a sales representative for HHP, building trust and enthusiasm for the preventative health scheme.
- Provide reception support and administrative duties, including appointment booking and patient follow-up.
- Manage and update patient data within the software system, ensuring accurate records.
- Support member practices with training and guidance on customer communication and plan sales.
- Travel occasionally to Hampshire practices to meet patients in person or assist on-site.
- Deliver excellent customer service and maintain a professional, empathetic approach with all patients.
- Contribute to the growth of the role, with opportunities to oversee additional customer service agents as the plan gains traction.
Skills & Experience Required
- Previous experience in medical or dental reception, or other customer-facing roles.
- Exceptional communication and interpersonal skills – confident on the phone and in person.
- Ability to explain services persuasively and convert enquiries into sales.
- Strong organisational and administrative abilities, including data management.
- Proficiency with common office software and willingness to learn new systems.
- Flexibility to travel occasionally to other practices in Hampshire.
- Positive, energetic, and proactive attitude with the ability to build rapport.
- A genuine interest in healthcare and preventative health services.
Training & Development
- Full training on our healthcare plan will be provided.
- Sales training to develop your skills in patient engagement and conversion.
- Ongoing support and opportunities for career progression within Hampshire Healthcare Partners.
Working Pattern
- Location: Primarily based at our Office in Chandler’s Ford with the option for one day of remote work per week.
- Hours: Full-time (flexible start date).
Compensation & Bonus Structure
- Base Pay: £15.75 per hour.
- Annual Bonus:
- Target relating to patients on Complete Care Plan = £2,500 bonus.
- Bonus is not cumulative; the year-end patient total determines the annual bonus amount (paid after 12 months).
The Opportunity
This role offers the chance to be part of a groundbreaking health initiative at its early stage, where your input and expertise will have a direct impact on its success. With the NHS under increasing pressure, our preventative healthcare scheme aims to provide patients with affordable access to Private GPs, Physios, Psychologists, Dieticians, and Podiatrists – a concept we believe can transform the future of patient care.
Job Types: Full-time, Part-time
Pay: From £15.75 per hour
Expected hours: 30 – 40 per week
Benefits:
- Company pension
- Employee discount
- Free or subsidised travel
- Free parking
- On-site parking
- Work from home
Work Location: Hybrid remote in Eastleigh SO53 2LG
Reference ID: Medical Receptionist / Head of Customer Service
Expected start date: 11/08/2025
