Patient Experience Front of House Manager

KIMS Hospital Ltd; Maidstone; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Competitive Salary

Free Secure Staff Parking

Pension Scheme

Private Health Insurance

33 Days annual leave plus extra time…

Life Assurance

Annual Flu Vaccination

Free Eye Test

Job summary

KIMS Hospital Ltd in Maidstone is seeking an experienced Front of House Manager to lead our Front of House, Switchboard, Administration and Helpdesk functions, delivering exceptional patient experiences from first contact.

You will guide teams in a busy healthcare setting, role-model outstanding customer service, manage change, and foster strong relationships with consultants, GPs and medical secretaries to support a seamless patient journey.

Qualifications

• Essential Criteria: Previous experience in a similar customer-facing reception, administration or client service management role, ideally within a private healthcare or high-quality customer service environment.
• Essential Criteria: Proven experience as an inspiring and successful leader, with the ability to motivate teams, manage change and build strong working relationships.
• Essential Criteria: Excellent communication, interpersonal and organisational skills, with the ability to work effectively under pressure, meet deadlines and maintain a strong focus on customer care.
• Desirable Criteria: Understanding of quality management systems and customer care within a healthcare environment.
• Desirable Criteria: A Level or NVQ Level 3 in Customer Service, or equivalent qualification.
• Desirable Criteria: IT literacy and the ability to use technology effectively are also important to the role.

Responsibilities

• Lead and develop the Front of House teams, creating a positive, supportive and collaborative environment where colleagues feel valued, empowered and motivated to deliver exceptional customer service.
• Champion the patient experience, ensuring patients, visitors, consultants and colleagues receive a friendly, professional and efficient service at every point of contact.
• Manage operational performance, using measures such as patient satisfaction, telephone statistics and feedback to identify opportunities for improvement and ensure consistently high standards.
• Plan and manage staffing and resources, ensuring rotas, training and team capacity reflect changing business needs while maintaining quality and effective cost management.
• Drive continuous improvement and service excellence, developing processes, encouraging innovation, managing complaints and incidents effectively, and ensuring that learning leads to positive change.
• Deliver a professional, friendly, and efficient reception and administration service, always ensuring an exceptional patient experience.
• Manage patient appointments, including booking, amending, and cancelling appointments across multiple departments, while maintaining accurate patient records.

Job description

KIMS Hospital Ltd in Maidstone is seeking an experienced Front of House Manager to lead our Front of House, Switchboard, Administration and Helpdesk functions, delivering exceptional patient experiences from first contact.

You will guide teams in a busy healthcare setting, role-model outstanding customer service, manage change, and foster strong relationships with consultants, GPs and medical secretaries to support a seamless patient journey.