Receptionist

Role Summary

The Receptionist is a vital member of the Front of House (FOH) team, acting as the first point of contact for all patients, visitors and staff. This position is responsible for delivering exceptional customer service and ensuring an efficient, welcoming and professional environment at the Hospital’s main reception. The post holder will undertake a variety of routine and non-routine administrative and security-related tasks to enhance the patient journey and support hospital operations. The role requires flexibility, a polished appearance, and the ability to work both independently and collaboratively.

Key Responsibilities

Reception & Administrative Duties

• Warmly greet patients, visitors and staff, ensuring a positive and professional first impression.
• Schedule, reschedule, confirm and manage patient appointments; maintain accurate patient records using the hospital system.
• Provide accurate information regarding hospital services, procedures, and facilities.
• Assist patients and visitors in navigating the hospital and accessing appropriate departments (e.g., The Library, The Study, Outpatient Clinic, Imaging).
• Operate the telephone switchboard, screen and direct calls appropriately, and take clear, accurate messages.
• Maintain and update patient admission/discharge lists and distribute admission lists daily.
• Register outpatient appointments and input consultant clinic lists into Compucare accurately.
• Prepare patient registration forms and ensure timely check-in/check-out using Compucare.
• Process patient payments (deposits, invoices) via PED or cash and handle petty cash as needed.
• Take responsibility for the initial operation of emergency systems according to the Hospital policy, initiate any emergency procedures i.e. Cardiac Arrest, Fire Alert and prepare to take instructions from Senior Managers as appropriate.
• Manage visitor access, including issuing badges and operating the Hospital’s paging system.
• Maintain a clean, organised and professional reception area and surrounding spaces.

Security Responsibilities

• Monitor and control access to the front entrance, reception and waiting area, screening all visitors as per security protocols.
• Follow the Hospital’s security policies, issue visitor passes, and ensure the reception area remains secure.

General Responsibilities

• Uphold the highest standards of patient confidentiality and discretion.
• Deliver consistent, high-quality customer service to all individuals.
• Maintain awareness of surroundings to promote a safe and supportive environment.
• Attend staff meetings and complete training as required.
• Perform any additional duties as assigned by the line manager or senior team.

Key Requirements

• Previous experience in a receptionist or front-of-house role, preferably in a healthcare environment.
• Proficient in using standard office software and patient management systems.
• Excellent verbal and written communication skills with a friendly, professional approach.
• Ability to remain composed under pressure and manage a busy reception environment effectively.
• Strong attention to detail, organisation and time management.
• Minimum of a high school diploma or equivalent; additional qualifications in office administration or customer service are advantageous.
• Demonstrates genuine care and understanding towards patients and their families.
• Collaborative and supportive, with a commitment to contributing positively to the Front-of- House team.