Receptionist

Overview

FACIEM DERMATOLOGY is a highly reputable boutique clinic in the heart of Kensington, just off High Street Kensington. We have moved into our new premises on Kensington Church Street. You will be part of an established business and its expansion. We have been a dedicated Medical and Cosmetic Dermatology service since 2019. We have over 2,000 clients in London and a few hundred in Birmingham and growing. We are extremely professional, friendly and evidence based, and clients rely on us to offer them the best of dermatology & aesthetics without false hopes and gimmicks. Our brand new site has opened and is very beautiful, clean and well equipped. In addition to high-end advanced dermatology and aesthetic services, we will now also provide general medical consultation for adults and children, weight loss services and IV drips.

What you will experience :

• A lot of support, caring friendly work setting
• Daily bean to cup coffee provided
• Clean, modern setting, uniform provided
• Working in a highly organised environment
• Company phone provided
• Growth opportunities
• Weekly team building / problem solving

Your role will include

1. Welcoming clients into the reception area, organising staff diary, ensuring the clinic is well run and clean.
2. Taking new bookings through answering the phone and WhatsApp communications with existing and new clients.
3. Monitoring and responding to the general email.
4. You hours will include Monday to Saturday and we are interviewing for full time and part time roles.
5. You will be asked to assist in the setup of the new business venture, which you will be given details of at the interview. This will enhance your exposure to the skincare industry.
6. Over time you will be rewarded with IT equipment, onsite amenities and increased rates of pay, as well as industry events and parties.
7. You must maintain the highest levels of organisation and be courteous and well presented at all times.
8. You will be involved in contacting service providers, tradespeople, ensuring the company obtains CQC registration (help and training will be provided) and then we remain up to date with CQC.

We will start the interview process via video ASAP, allowing time for candidates to apply. We may arrange face-to-face interviews and you may be given a series of tasks during the application/interview process. Like all roles there will be a probationary period of 6 months. You will be rewarded for your hard work.

Your CV / Skills should include and we expect :

• Meeting and greeting clients, providing a luxury personal 5* experience for all patients in the heart of Kensington.
• Dealing with client enquiries in the utmost polite and professional manner, maintaining exceptional standards of customer service and upholding the company\’s professional image at all times.
• Converting leads into bookings and product sales.
• Managing telephone and email enquiries, appointment bookings and maintaining accurate client records against the computer database.
• Arriving and checking out patients according to the booking system and dealing with patients who are late or have not attended their appointments.
• Taking correct payments and accurately maintaining client accounts, invoices and financial records.
• Preparing patient files and individual clinic lists for practitioners according to their diaries and treatments booked.
• Assisting with patient coordination and call-back requests / triage for new enquiries with the support of the team.
• Triage patient issues, and escalate to Dr Prasad / Manager as appropriate/ needed.
• Own the patient feedback and review process – generating a good daily flow of positive reviews across all platforms.
• Recording accurate and confidential notes on the patient management system.
• Maximising revenue opportunity through product signposting and upselling treatments, courses and retail.
• Maintain a professional and calm attitude when speaking and dealing with patients, visitors and users to the clinic.
• Work with all team members to provide a professional and positive experience for all clients.
• Have full understanding of the aesthetic/wellness service and products to ensure client satisfaction; training will be provided.

Team integration

• Taking and passing on relevant messages to relevant colleagues.
• Supporting clinic managers and team members with additional duties as and when required.
• Oversee day-to-day activity, ensuring the team is compliant with policies and SOPs.
• Lead weekly staff huddles to identify areas of operational improvement, reporting back to seniors / Dr Prasad.
• Floor management, checking coffee / tea machine and tap station area.
• Develop strong rapport with each team member and manage their diaries/lists.
• Coordinate activity across the Experiential Centre, liaising with all disciplines to ensure smooth running of procedures.
• Any tasks assigned by your line manager or clinic partners.
• Solution-focused and ability to deal with a range of personalities.

Administrative/Operational

• Maintain CRM systems, ensuring all data input/documentation for treatments/services/products for patient and patient files are up to date and organized.
• Ensuring the clinic is always immaculate, clean and tidy as you will be responsible for front of house.
• Closing up, ensuring end-of-day banking and PDQ reconciled and correct.
• Manage stock levels, source items and ensure minimum stock levels are always met.
• General clinic operations relating to practitioner and patient journey.
• Opening and closing duties.
• Administrative duties, scanning, filing, post office, creating content.
• Diary management and booking skills to maximise room occupancy and schedules.
• Create a warm, welcoming reception and waiting area.
• Have basic knowledge of services/treatments/products offered (training will be provided) in order to offer correct information and support on treatments and services when communicating with clients.
• Follow and adhere to Faciem policies, processes and procedures, ensuring confidentiality and in line with CQC regulations (training will be provided).

Skills and Qualifications

• Background in working at private medical or aesthetic clinic.
• Well-presented, confident, punctual, reliable, intuitive able to communicate with high net worth and high-profile client.
• Act in professional, friendly, polite and positive manner with clients at all times.
• Able to maintain confidentiality, professionalism and attention to detail.
• A strong communicator with excellent oral and written communication skills.
• Able to deal with complex issues fast and efficiently putting clients first at all times.
• Experience working in a CQC environment (Desirable).
• Understanding the implications of the Data Protection Act, Caldicott Principles and GDPR.
• Proficient in appointment management with an ability to multitask IT systems with complete accuracy.
• Understanding of legal best-practice standards of data handling and storage specific to the medical field.
• Ability to be discreet and empathetic.
• Ability to multitask, switching from the reception desk to administration and phone/email enquiries with ease.
• Independently prioritising and managing your own workload to ensure an efficient service, flexible and adaptable to change.
• You will work with the finest and most luxurious aesthetic machines on the market and will be provided suitable training. We have the Hydrafacial Syndeo, Skin pen micro-needling, Derma Lux LED, Cutera Xcel V Plus with laser genesis and you will be trained in providing Hydrafacial with laser genesis treatment. We will also be getting a skin tightening and laser hair removal machine.