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Overall:Job description

JOB DESCRIPTION – RECEPTIONIST AND ADMINISTRATIVE
ASSISTANT- Full or Part-time

Overall:

Accountable to the Business Manager, you will work alongside the Admin and
Clinical Teams to ensure an exceptional experience is delivered to our clients.
You will ensure our services are managed and maintained within the framework of our robust clinical governance practices, professional standards and the Healthcare Standards Act 2000.

You will provide outstanding customer service to our clients through accurate and efficient diary management, prompt referral management and excellent communication between admin colleagues and clinical team.

Status:

Full or Part-time

Hours:

20-38 hours between 8am – 8pm, Monday to Saturday

Location:

Physiotherapy Matters head office clinic, currently based at Arden House,
Regent Centre, Gosforth, Newcastle Upon Tyne. NE3 3LU.

Report to:

Business Manager

JOB DESCRIPTION – RECEPTIONIST AND ADMINISTRATIVE
ASSISTANT

Duties include:

1. Reception duties

• Manage and oversee the day to day running of the clinics with attention to detail ensuring an exceptional experience for all clients
• Ensure clinician diaries are managed efficiently, optimising usage of the clinical time and proactively managing patient trackers
• Open and close the clinic, including the Health and Exercise

Matters studio

• Provide excellent customer service to clients when attending the clinic as well as over the telephone and via email, always remaining polite and professional. Answer and direct customer enquiries appropriately
• Answer the telephones promptly and courteously, retrieve voicemail messages and return calls in a timely manner
• Invoice self-funding patients and take card, cheque, and cash payments, reconciling against client accounts
• Maintain professional communication with referrers/ intermediary companies regarding the referral process and retain established relationships
• Proofread and send reports securely via the correct means to ensure GDPR requirements are met, as well as meeting the agreed SLA with each company
• Always follow company policies and procedures with particular attention to ICO / GDPR requirements
• Maintain a clean and tidy clinic following our clear desk policy
• Ensure full and accurate patient details are collected at the time of booking, collecting patient consent, outcome, and experience measurables
• Assist with receiving reviews for each clinic – Facebook,

Google, or testimonials

2. Admin Duties

• Record referral numbers and clinic activity, actively contributing towards monthly audits
• Assist in managing stock control by checking and restocking rooms, monitoring stock levels and informing accounts when stock levels are running low
• Assist in maintaining clinic equipment, arrange servicing, repairs, and renewals

Report any IT issues to IT provider or other relevant provider as soon as identified

• Assist in receiving and reporting facility issues to management company
• Assist the Management team or any other colleagues with any ad-hoc tasks as required
• Monitor, record and proactively work to ensure KPIs for each referrer / intermediary company are met
• Maintain intermediary procedure guides and keep records up to date

This description of responsibilities is intended as a framework and may be subject to change considering future developments, in consultation with the job holder.

PERSON SPECIFICATION – RECEPTIONIST AND ADMINISTRATIVE
ASSISTANT

Job Knowledge and NVQ Level 3 qualified (D)
Experience Customer service experience (E)
Excellent IT skills (E)
Qualifications and/or Business administration qualifications (D) practical knowledge, Healthcare industry experience (D) experience, and skills Admin experience (D)
Experience of dealing with customers face to face, emails and over the phone (E)

Complexity Creativity Able to work with a variety of tasks and prioritise
according to importance (E)
Range of duties, how the Ability to keep organised for areas such as knowledge is applied, managing diary and reports to meet referrer KPIs opportunities for problem (E) solving, suggestions Able to improve procedures where required (D)
Accurate and thorough approach (E)

Ability to solve problems (D)
Able to take initiative for business development purposes (D)

People Skills Work alongside the Admin Team Leader,
Business Manager and Quality Assurance
Management Manager (E) responsibilities, level, and Strong appreciation of exceptional customer / type of customer contact patient focused services business delivery (E)
Professional communication skills-by phone, in person, and writing (E)
Leadership skills (D)
Flexible and motivated (E)

Work in a non- discriminatory way (E)
Line management skills (D)

Circumstances Flexible working to meet business needs (E)
Full UK driving licence and car owner (D)
Able to work in a non-smoking environment (E)
Able to get to the clinic easily and punctually (E)

Able to work on own initiative (D)
Adaptable to business requirements (E)

In regard to qualities required:

Desirable = D
Essential = E

To be the leading independent quality Physiotherapy provider in the

North East across four keys areas of business; Occupational
Physiotherapy Services, Private MSK Clinics, NHS Community MSK

Services and Older People Physiotherapy Services

Position: Receptionist and Administrative assistant

Location: Physiotherapy Matters, Arden House, Regent Centre, Gosforth,
Newcastle upon Tyne, NE3 3LU and 50mile radius of this location

Report to: Business Manager

Benefits: Free parking at head office, pension contribution, CPD funding, salary sacrifice options and travel expenses

Purpose of the role: Accountable to the Business Manager, you will work alongside the Admin and Clinical Teams to ensure an exceptional experience is delivered to our clients. You will ensure our services are managed within the framework of our robust clinical governance practices, professional standards and the Healthcare Standards Act 2000.

You will provide outstanding customer service to our clients through accurate and efficient diary management, prompt referral management and excellent communication between admin colleagues and clinical team.

Main responsibilities:

• Receptionist Duties
• Administration Duties

Summary of the Organisation: Established in 2006, Physiotherapy Matters

Limited is a dedicated to providing a high standard of service to clients suffering from musculoskeletal problems. Based across three clinics in

Gosforth, Darras Hall and Newcastle City Centre, the business also delivers onsite and offsite Occupational Health Physiotherapy services, NHS

Community MSK services, Private MSK Physiotherapy Clinics, and Older
People Physiotherapy services onsite and offsite.

Physiotherapy Matters Ltd is an equal opportunities employer and

welcomes applications from all

Job Types: Full-time, Part-time
Part-time hours: 20-38 per week

Salary: £10.50 per hour

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• On-site parking
• Private medical insurance
• Sick pay
• Wellness programme

Schedule:

• Monday to Friday
• Weekend availability

Work Location: In person

Reference ID: Receptionist and Administrative Assistant