Job Description

Why We Need a New Receptionist?

Due to the retirement of one of our Receptionists (Sandra Field) we need a new Part Time member of staff to help support our Reception team at Back-in-Action to enable us to continue to deliver an excellent service, maintaining a smooth running and pleasant ‘healing’ environment at the clinic.

The main role required in helping cover Reception duties is in assisting the Patients to get the treatment they need so they are relieved of pain and can stay active.

The quality of the liaison between Practitioners and Patients, performed by our Reception team, is essential for the continued success of everyone involved at Back-in-Action.

We need someone to answer the phone, make appointments for the Practitioners, take payments and issue receipts. The hours available are Monday 2.30-7.30, Tuesday and Thursday 12.00 to 15.00 every week and Saturday 8.30/9.30 – 14.30 on a rota basis (approximately once every 4 weeks).

For the smooth and efficient running of the clinic it is important that we have enough Receptionists (6) available to cover the clinic opening hours and to be able to arrange cover for hours when other receptionists are absent. The hours we need Reception cover for are generally 7.30 – 19.30 Monday to Friday and Saturday 8.30/9.30 – 14.30.

The Receptionists at Back-in-Action are a very important first liaison with our clients. The Reception team are part of a team of dedicated health workers, aiming to improve the vibrancy of our Clinic, patients and community. Having someone friendly there to meet and greet people and make them welcome and at ease is essential.

Receptionists give the Clinic an ability to build a good rapport, rapidly respond to patient’s needs, helping to answer their questions, solve problems and convert enquiries into new patient bookings. In general to recognise that it is the little extra gestures that can really raise the quality of people’s experience e.g. offering drinks to people if they have to wait, explaining how long they may have to wait, making sure patients are informed about things like parking, changes in Clinic hours and Clinic promotions and events that may be going on.

Our Reception staff are an important part of the communication between Practitioners and their Patients. Reception staff also play a key role in managing the Practitioner’s diaries efficiently, informing Practitioners on what is going and when their Patients have arrived.

The Reception staff help to keep the Practitioners busy and Patients well, by sending out reminders to patients that they have a forthcoming appointment. Reception also provide a vital role in rescheduling visits when required. In general making life as easy as possible for the Practitioners to manage their roles, by running a high quality and effective front of house.

An important role for the Reception staff is to keep the Reception area and Clinic as a whole safe and tidy. The Reception staff are generally required to open the building in the morning and secure it at night, allowing access for patients who arrive early and help provide a safe working environment for the Practitioners. Other duties include maintaining a good ambient temperature by controlling windows, fans and radiators; keeping a clean and tidy reception, bathroom and kitchen facilities in a clean and tidy working order. There is a cleaning team three times a week and the outside windows are washed fortnightly by contractors. Reception staff also help look after the Practitioners by providing hot and cold drinks. Each receptionist is responsible for leaving the clinic in good order for the next member of staff.

The smooth running of the clinic also requires a well-run filing system. Preparing files for the Practitioners, keeping them tidy and refiling them accurately is essential. Other aspects of the role include various duties to help the Clinic Administration including recording financial transactions for the day and preparing the money for banking, cashing up, recording calls, preparing paperwork, sending out new patient packs and helping with marketing and promotion. Other responsibilities include attending Reception Team meetings, helping with occasional open days, and social evenings.

 

What kind of person are we looking for?

If you are comfortable working Part Time with the flexibility to cover other parts of the week if other Receptionists are absent you might be the person for the job.

You need to be warm and friendly and be able to develop positive relationships with the clinic patients and generally of a healthy and happy demeanour. We are looking for someone who is a confident and competent professional, an organised and considerate team worker, who can empathise with patients and can perform the Reception duties excellently. Good communication and decision making skills are essential. We need someone who can thrive in what is a busy environment at times, able to prioritise clearly multiple competing demands with patience and flexibility and able to pay attention to detail. As a small family business we value a willingness to help out with what needs to be done and to take responsibility for maintaining a high quality of service to all our Patients, Practitioners and Staff.

The role does involve some use of technology – so it’s important that you are computer literate and confident managing an electronic diary system, using a mobile phone and answer machine.

Other key traits are being reliable and trustworthy. Discretion is essential. All client information is confidential and should not be discussed out of the clinic or used for any other purpose other than Clinic business. Rarely incidents such as complaints and emergency situations occur, requiring calm, tactful management.

An enthusiastic appreciation, experience and understanding of the benefits of chiropractic and the other therapies is also very desirable. The reception staff are key ambassadors for the clinic and its ability to help many people, at all times. It is expected that a candidate has a proven interest in optimising their health and will attend for chiropractic treatment regularly. As a representative of the clinic, it is hoped the reception staff will act as a good model of health in their communities (most of the time!).

An understanding of chiropractic and the other therapies is essential and to help communication to patients and promote the clinic. The clinic receptionists need to have a good basic knowledge about what the chiropractors and other therapists do, treat; the common problems patients present with, basic anatomy; especially understanding the power of the nervous system, and that it is not just adjustments that are carried out in the clinic but an all-round approach to get patients back to health, through a range of rehabilitative help available at our clinic, including nutrition, exercise and complementary therapies where appropriate.

The chiropractic receptionist has a key role in helping a patient back to wellbeing. As the first point of contact with patients you will have a lot of interaction with patients. Being able to recognise when a patient is nervous or apprehensive about their first visit is important, as you can help explain what the chiropractor will be doing and put minds at ease, as well as informing the Dr of any particular worries they may have. This interaction also provides an opportunity to get feedback from patients about the clinics service and collect new ideas on improving the service.

As a team player we are looking for someone who is fun to hang around with and be an asset to the team. It’s important that you are able to get on in team meetings, be respectful, be able to problem solve, be able to be bright and creative, to discuss problems calmly and find resolutions.

 

What are the Benefits?

The main benefit is working in a happy, flexible, friendly, positive healing environment with enthusiastic and interesting people. Currently the pay is £8.53 per hour. Initially there are four weeks holiday which increases to five after four years service.

One week’s Holiday Pay is paid at the end of every quarter whether you have time off or not. Holidays are flexible subject to negotiating cover with the rest of the Team. The Clinic usually shuts between Christmas and the New Year, though sometimes it opens in which case Reception duties are done on a voluntary basis.

Other benefits are free Chiropractic treatments, reduced rates for your immediate family, 30%+ off other therapies and 20% off products sold by the Clinic.

 

What do I do if I am interested?

Please enquire at Reception for more details and an application form, or contact reception@back-in-action.com. Successful applicants will be invited for an interview and practical assessment.