Role Summary

The role involves providing comprehensive front-of-house and administrative support for The Hearing Clinic, primarily based in our Hitchin clinic which is situated withiin an old Grade II listed building in the heart of Htichin.

The post requires engagement with patients and visitors and other team members, effective management of communication channels, and implementation of administrative processes critical to the smooth running of the practice. The individual is expected to uphold high standards of professionalism, presentation, and service, ensuring an excellent patient experience and supporting the growth and operational efficiency of the clinic. The post holder will comply with all company policies and procedures.

Key Responsibilities

Reception Responsibilities:

• Opening up and closing the clinic premises at the start and end of the business day. This involves removing and replacing metal security railings, which are heavy and awkward to handle. If you are unable to remove and install these metal security railings, then please do not apply for this post.
• Welcoming patients and visitors in a professional and courteous manner
• Managing in-person, telephone, and email enquiries promptly, accurately and effectively, following the company procedures
• Maintaining confidentiality at all times
• Maintaining a positive and helpful attitude in all interactions
• Ensuring punctuality and professional presentation at all times
• Effectively multitasking and prioritising daily responsibilities
• Receiving and sending post for the business as per the business protocols and procedures
• Managing and preparing hearing aids, documentation, and associated stationery
• Keeping the reception area clean, tidy, and safe for visitors/patients
• Daily cleaning of the reception area and toilet. Record cleaning undertaken

Telephone and Communication Management:

• Following established scripts and protocols for all patient communication
• Maintaining a clear, professional telephone manner
• Conveying information regarding services and products clearly and accurately
• Recording patient details such as names, addresses, and contact information with precision
• Maintaining confidentiality at all times
• Supporting the sale of audiological products and services through effective communication

Administrative Functions: The post holder must produce accurate work at all times

• Scheduling new patient appointments within the management system and other platforms, following the company procedures
• Scheduling patient follow-ups and review appointments within the management system
• Monitoring and maintaining the patient record within the management system for completeness and accuracy
• Ensuring all patient interactions are recorded into the management system
• Ensuring clinical notes are documented and uploaded promptly
• Generating reports and templates for routine procedures
• Managing invoicing processes via XERO and liaising with the practice's accounting team
• Handling invoicing, insurance claims, and payment processing for patients and third parties
• Managing all patient recalls
• Report typing when required
• Assisting with the hearing aid servicing and repairs, including filing manufacturer correspondence
• Ensuring compliance with data protection and confidentiality standards
• Ensuring accuracy at all times

Email and Digital Correspondence:

• Adhering to established email communication policies, procedures and etiquette
• Ensuring accuracy and professionalism in all written correspondence

IT Skills: The post holder is expected to have a good level of IT knowledge and experience and will be required to install software and troubleshoot basic IT issues independently.

• Using MS Word, Outlook, Excel and Microsoft 365 efficiently
• Managing and using other platforms, including but not limited to:
• XERO
• Mailchimp
• Zivver
• Otter AI
• HP Smart
• SafeHR
• iComply
• Tamar
• BluePrint Solution
• NOAH

Interpersonal & Team Engagement:

• Demonstrating enthusiasm and commitment to the clinic's goals
• Learning quickly and adapting to a dynamic working environment
• Maintaining high-quality standards and attention to detail in all tasks
• Being flexible, approachable, and receptive to feedback, with a willingness to suggest improvements for the business
• Maintaining at all times the highest standards of professionalism in interpersonal communication
• Be comfortable with receiving feedback on performance

Person Specification

Qualifications & Experience:

• Professional appearance and demeanour suitable for a front-of-house role
• Previous experience in reception, administration, or customer-facing positions, particularly within healthcare or a similar environment
• Excellent communication skills, both verbal and written
• Competence with MS Office applications and social media platforms
• Ability to multitask effectively, prioritise responsibilities, and work well within a team

Personal Attributes:

• Punctuality, reliability, and strong organisational skills
• Calmness and professionalism under pressure
• Friendly, approachable, and service-oriented attitude
• High attention to detail and a commitment to delivering quality work
• Ability to sell our services and products to new and existing clients

All Staff are required to:

• Familiarise themselves with the Company Policies and Procedures, held on the iComply and SafeHR systems, accessible by all staff at any time from the website
• Act at all times within the Company Rules, Policies, Procedures, and any other statutory requirements
• Be proactive, bring ideas, suggestions and contribute to business improvement.
• Undertake training as required
• Attend staff and team meetings as required
• Undertake other duties and responsibilities as appropriate since all staff are expected to work flexibly within their skill level to respond to changing priorities and make sure that customer needs and business objectives are met