WHO ARE WE LOOKING FOR?

1. Do you have customer service experience?
2. Are you interested in a job where you spend your time helping people?
3. Is part-time work your ideal work / life need?
   If this describes you, then you could be just the person we are looking for to join our fantastic Client Support Team in the role of Clinic Receptionist.

ABOUT US – VANBRUGH PHYSIOTHERAPY CLINIC

We are a team of like-minded professionals who literally get out of bed to change lives. In November 2020 we relocated to our new purpose designed and built clinic, boasting nearly 3000sqft with a fully equipped rehab gym, Pilates & reformer studio, 8 treatment rooms; offering a customer experience second to none.
For over 30 years we have been providing first-class customer care from our clinic in Greenwich, SE London. Our clients expect the very best - from their first contact on the phone to their first consultation and throughout their patient journey. Making our clients feel welcomed and comfortable is paramount.
We know that the right person will want to be held accountable for high standards of performance and customer service and will want to play their part in continuing to make us the best at what we do.
If you think you have what it takes, then please read on.

SKILLS & COMPETENCIES

· Have an excellent telephone and face to face manner, ensuring customers feel confident in the information you impart and be able to hold meaningful conversations with prospective customers on the phone for as long as necessary (empathy).
· Be able to answer all questions asked on the phone in such a way that increases the likelihood that the person asking will want to become a customer (insightful and knowledgeable).
· Recall names and faces of customers and in doing so making all our customers feel welcomed and remembered and cared for.
· Demonstrate organisation and planning abilities, being able to plan and execute tasks in a busy and fast paced environment. Able to prioritise effectively and achieve tasks accurately and on time.
· Demonstrates an ability to quickly and proficiently understand and absorb new information.
· Demonstrates exceptional attention to detail, by not letting important details slip through the cracks and ensure 100% accuracy when booking patient appointments.
· Able to demonstrates tenacity and follow through on your commitments, have a willingness to go the extra mile to get something done
· Is proactive in their work, acting without always being told what to do. Brings new ideas and relevant observation to the company.
· Alertness: they are able to spot potential referral situations or opportunities where other services within the clinic may be relevant and of value to our customer.
· Be resourceful and adaptable in situations where things do not always go according to plan at reception. Use your skills to overcome such situations, resulting in excellent customer experience and accuracy.

THE ROLE

To nurture and enhance the patient journey of our clients so they achieve their health and wellbeing goals. You will do this through providing five-star customer service, having excellent communication skills, and a personality that helps patients feel at ease during their entire experience at Vanbrugh Physiotherapy. You will help to create a customer experience and environment that nurtures patient commitment to their plan of care and ultimately better patient outcomes.

KEY TASKS

· Communicate the value of our services (in person and on the phone) to clients and be able to explain that what we do will help solve their current musculoskeletal related issue, change their lives and help them achieve their health and well-being goals.
· Take all the time necessary in your conversations with new (or returning) patients on the phone, ensuring that they are fully informed, engaged and committed to seeking a solution to the issue they are seeking to overcome of manage better.
· Successfully handle price objections if they occur by conveying the value and benefits of the services we have to offer.
· Be proactive and vigilant in ensuring compliance with hygiene standards.
· Provide an exceptional waiting room environment for our patients so that they will look forward to coming back to see us again.
· Ensure that appointments are accurately booked and completed through our electronic diary system.
· Ensure all patients are entered onto our Patient Journey Tracker, so we can track and adapt as necessary their journey through their plan of care.
· Communicate with patients before, during and after appointments to ensure satisfaction is being achieved.
· Ensure that all payments are taken at the time of treatment and any monies owed to the clinic are retrieved in a timely and appropriate manner.
· Ensure all patients are rebooked in the diary for their next consultation and any cancellations made in person or on the phone have their appointment rescheduled.
· Facilitate the Patient Journey by working together with the clinical team in ensuring the clinic rooms are wells stocked and display the highest levels of cleanliness.
· Maintain excellent organisation of the clinical diary – maximising efficiency and revenue for the clinic, avoiding cancellations, unfillable gaps and DNA’s.
· Foster deep relationships with patients ensuring our patient satisfaction results attain or exceed our targets.
· Contribute your ideas and observations on improvements relating to how and why we do things the way we do.