Medical Administrator and Receptionist

REFORM PHYSIOTHERAPY AND PILATES LIMITED; London; On-site; Full time

Job summary

A leading healthcare provider is seeking a highly professional medical administrator in London. The role involves supporting customer service, managing schedules, and ensuring efficient operations. Candidates should have significant administrative experience, proficiency in relevant software, and a commitment to excellent service.

Benefits

Casual dress

Employee discounts

Qualifications

• Minimum 3 years of administrative experience.
• At least 2 years of customer service experience.

Responsibilities

• Support the Practice Manager and reduce mistakes by 25% within 6 months.
• Manage class and appointment schedules using MindBodyOnline.
• Deliver excellent customer service and manage appointments.

Skills

Customer service

Initiative

Multitasking

Tools

Excel

Google Sheets

MindBodyOnline

Job description

We are seeking a highly professional medical administrator with an interest in health, fitness, and well-being, and a natural empathy for people.

The ideal candidate will have experience in customer service and working towards KPIs/KPAs, which will constitute a significant part of the role.

You must be proficient in using a Mac, especially Excel, Google Sheets, and Docs, and eager to learn.

You will report directly to the Customer Service Team Leader and support other reception team members.

Example starting hours:

• Monday 08:00-18:00 (30mins break) 9.5 hrs
• Tuesday 09:45-19:45 (30mins break) 9.5 hrs
• Wednesday 06:20-14:20 (30mins break) 7.5 hrs
• Saturday 08:30-16:00 (30mins break) 7 hrs
• Alternate Sundays 8:30-13:00 (no break) 4.5 hrs alternate weeks (2.25 hrs)

Average weekly hours: approximately 35.75 hrs

Training and autonomy:

Support and onboarding training will be provided with the Senior Admin Team. You are expected to use your initiative and operate autonomously.

KPIs for this role include:

• Supporting the Practice Manager and working with the Administration and Reception Supervisor to reduce mistakes by 25% within 6 months.
• Ensuring procurement systems are efficient and cost-effective.
• Increasing in-house sales of stock through display optimization and sales training.
• Supporting KPI/KPA tracking for practitioner and admin teams.
• Managing class and appointment schedules using MindBodyOnline or similar systems.
• Liaising with insurance companies and managing aged debt.
• Invoicing, reconciliation, and supporting facilities management.

Reception duties include:

• Welcoming clients and remembering regular clients’ names.
• Handling queries via email, phone, and in person.
• Managing appointments and cancellations.
• Updating client accounts, processing payments, and debt collection.
• Diary management to optimize practitioner schedules.
• Providing administrative support and light cleaning.

Additional responsibilities:

• Collaborating with the admin team and supporting the Practice Manager.
• Maintaining the appearance of the clinic and supporting stakeholder management.
• Delivering excellent customer service and multitasking effectively.
• Supporting team training, stats recording, and performance reporting.
• Supporting finance, procurement, compliance, and marketing activities.
• Managing scheduling operations and emergency support as Duty Manager.

Qualifications and experience:

• Minimum 3 years of administrative experience.
• At least 2 years of customer service experience.

Work location: In person at Balham SW12 9RZ.

Pay: £13.00-£15.00 per hour plus performance bonus.

Benefits include casual dress and employee discounts.