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Job description

Manchester Fertility is one of the UK’s leading private fertility clinics. Based in Cheadle in South Manchester, we help patients to realise their dream of starting a family and have helped more than 7000 babies to be born.

As one of the first private fertility clinics, established 35 years ago, we pride ourselves on being innovative, nurturing and offering the highest level of care. Patients have access to the latest fertility treatments and specialist doctors who are experts in their field and we are proud to have one of the largest donor egg and sperm banks in the UK.

It is our personal approach which sets us apart and gives us our outstanding reputation for excellent patient care and innovation.

As an employer, we offer this same care to all of our colleagues and can offer a diverse, interesting and supportive career. We are proud of our great working environment and loyal and dedicated team and will continue to invest to help our colleagues and our patients.

The Role

The receptionist team provide a continuous, quality service to all patients and visitors by managing the patient flow efficiently, delivering excellent customer service. Our reception team provide the highest level of patient service and provide an excellent patient experience at all times.

Key Responsibilities:

• Provide the highest standard of patient care at all times ensuring all patients, staff and visitors receive a warm, professional and courteous welcome on arrival to the clinic
• Deal effectively and efficiently with general enquiries at all times
• Demonstrate an excellent telephone manner at all times
• Maintain patient confidentiality at all times
• Process payments and update patient record transactions appropriately
• Ensure a high level of accuracy when recording patient information
• General administrative duties (organising prescriptions/booking taxis/filing/photocopying/letter typing)
• Booking and scheduling patient appointments
• Receive deliveries and distribute accordingly
• Maintain cleanliness and hygiene levels in reception areas at all times
• Provide patients with accurate and up to date information on request (via multiple channels)
• Adhere to HFEA guidelines and other regulatory requirements
• Maintain up to date knowledge of current procedures and policies
• Work closely with all departments to ensure a smooth patient journey for every patient
• Provide administrative support to other departments where required (e.g. during periods of annual leave)

Required Attributes/Skills/Experience:

• Exceptionally empathetic with a passion for patient service
• Experience of dealing with patients on the telephone and face to face
• Self-motivated and able to prioritise your workload
• Excellent communication skills, diplomatic, tactful with the ability to deal with difficult situations
• Organised and able to multi-task
• Excellent time keeping
• Excellent I.T. Skills
• Have the ability to build rapport with all patients while remaining professional
• Have the resilience to deal with different patients and adapt your style when necessary

Team work and quality are vital aspects in the success of our team and all members of staff are expected to:

• Manage data in accordance with internal and GDPR regulations
• Promote and comply with the company’s policies, Equal Opportunities and any other policies adopted for the wellbeing of patients, staff and visitors.
• Take an active part in regular team meetings and be involved in the general development of the Company, ensuring effective communication.
• Display at all times personal standards that portray and maintain Manchester Fertility’s profile and image.

Maintain effective partnerships at all working levels. To present in a calm and professional manner at all times

• Flexibility and adaptability to meet the changing needs of the business
• Act in the best interest of Manchester Fertility and patients at all times

Education and Experience:

• GCSE Maths and English
• Experience in a similar environment/customer/patient facing role is desirable.
• Previous administration experience is essential
• Previous experience in a customer/patient facing role

This job description is not a definitive or exhaustive list of responsibilities, but incorporates the key framework of responsibilities and duties of the post holder.

Job Type: Full-time

Salary: £12.00 per hour

Benefits:

• Company events
• Company pension
• Private medical insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Cheadle: reliably commute or plan to relocate before starting work (required)

Experience:

• Receptionist or administration: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: One location