Patient Concierge & Front Desk Specialist

Fortius Clinic; Greater London; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

Fortius Clinic London is seeking an organised receptionist to be the first point of contact for patients and visitors across our three London Centers. You will manage check-in/out, inquiries, and the PACS workflow while maintaining a professional and confidential environment.

You will handle patient payments, bookings, and liaise with imaging, nursing and clinical teams to support daily operations in a fast-paced setting.

Qualifications

• GCSE English and Maths (or equivalent).
• Excellent interpersonal and communication skills (verbal and written).
• Experience of clerical and administrative work.
• IT literate – able to use a range of Microsoft Office packages including word, email and patient booking system.
• Demonstrable evidence of delivering customer service ideally in front of house or similar environment
• Previous experience of working in a clinical or medical setting would be advantageous
• Ability to work on your own or as part of a team
• Excellent organisation skills and ability to prioritise and manage a busy workload without direct supervision
• Able to remain calm when under pressure and deal effectively with unanticipated demands
• Ability to work with a range of stakeholders
• Able to handle sensitive information without compromising confidentiality
• Flexible helpful attitude

Responsibilities

• Contribute to the smooth day-to-day running of Reception, ensuring that patients are greeted, checked in and checked out efficiently, courteously and professionally.
• Provide a welcoming, professional and positive first point of contact for patients, visitors, consultants and colleagues.
• Proactively monitor and manage the shared email inbox’s, responding to enquiries appropriately and ensuring messages and actions are dealt with in a timely manner.
• Handle the settlement of accounts and take patient payments securely using the organisation’s approved payment system, including cash and card payments.
• Manage future bookings and arrange follow-up appointments, liaising with Imaging, Physio, Nursing and other relevant teams as required.
• Monitor and adjust work priorities in response to changing demand, patient flow and the needs of the service.
• Ensure the Reception and patient waiting area is clean, tidy, welcoming and presentable at all times, escalating any maintenance or facilities issues as appropriate.
• Prepare consulting rooms prior to clinic and ensure rooms are tidy and appropriately reset at clinic changeover.
• Upload patient images and relevant information to the PACS system accurately and in accordance with established procedures.
• Provide chaperone support when requested by consultants, in accordance with organisational policies and procedures.
• Support consultants with day-to-day requirements, including refreshments and other appropriate administrative or clinic-related support.
• Provide administrative support to consultants at the end of their clinics, including scanning documents, uploading information and ensuring relevant paperwork is processed and filed appropriately.
• Use the organisation’s incident reporting system to report incidents, concerns or near misses promptly and accurately, in accordance with organisational procedures.
• Maintain a professional appearance and adhere to the organisation’s uniform and presentation policy at all times.
• Communicate with patients, visitors, consultants and colleagues using professional, courteous and appropriate language at all times.
• Maintain a high standard of professionalism, confidentiality, customer service and patient care in all interactions.
• Work collaboratively with and provide support to other departments as necessary to ensure the effective delivery of the service.
• Ensure all patient information is handled securely and that patient confidentiality is respected at all times.

Skills

Interpersonal skills

Communication skills

Clerical experience

IT literacy

Customer service

Teamwork

Organizational skills

Calm under pressure

Stakeholder management

Confidentiality

Flexible attitude

Education

GCSE English and Maths

Job description

Fortius Clinic London is seeking an organised receptionist to be the first point of contact for patients and visitors across our three London Centers. You will manage check-in/out, inquiries, and the PACS workflow while maintaining a professional and confidential environment.

You will handle patient payments, bookings, and liaise with imaging, nursing and clinical teams to support daily operations in a fast-paced setting.