Guest Services Assistant - Clinical support

Job description

Job summary

As a Guest Services Assistant, you will play a dual role, combining ward clerk/reception duties with clinical administration support to ensure every patient receives an exceptional experience from the moment they arrive. This is a varied and dynamic role, requiring excellent customer service skills, attention to detail, and the ability to confidently multitask in a healthcare environment.

Youll be the first point of contact for patients, visitors, and contractors - whether greeting in person or handling telephone queries- while also supporting clinical teams with high-quality administrative support behind the scenes.

Main duties of the job

Are you warm, professional, and thrive in a role where no two days are the same? We are looking for a friendly and capable Guest Services Assistant- Clinical Support to join our team on a permanent basis at The Horder Centre, Crowborough.

About us

Horder Healthcare has been committed to caring since 1954 when we were called 'The Horder Centre for Arthritis'. We've come a long way since then. Our consultants are amongst the most skilled, experienced and innovative in their field. Our staff love to work here, so it makes sense that our patient outcomes are in the top 99%.

We have grown into a multi-service healthcare provider, with hospitals in Crowborough and East Grinstead, and outreach clinics in Eastbourne and Seaford. We are committed to making a positive impact to the health of individuals and the communities in which we work.

Not only have we developed an international reputation for orthopaedic and musculoskeletal care, our partnership with The McIndoe Centre - the birthplace of pioneering plastic surgery treatments, means that we can deliver high-quality plastic, reconstructive, maxillofacial, ophthalmology and orthopaedic services from world-class consultants to an even greater number of people.

We know that our working lives are fundamental to emotional wellbeing. Our employees are as valuable to us as our patients and we see it as our duty to nurture an engaged and skilled workforce. To do this we ensure employees have access to training and development opportunities as well as being a flexible and diverse workplace.

We are committed to caring, and committed to you.

Job description

Job responsibilities

Front of House and Reception Responsibilities:

• Deliver a professional meet and greet service, welcoming patients and visitors.
• Answer and transfer telephone calls with confidence and clarity.
• Sign in visitors, contractors, and manage key sign-out/in procedures.
• Record patient arrival and departure times and book follow-up appointments using iPMS software.
• Handle payments, reconcile cash, cheques, and card transactions, and maintain petty cash records.

Administrative and Clinical Support:

• Provide clerical and typing support to clinical staff.
• Complete and process billing forms and invoices for patients.
• Manage filing, scanning, photocopying, and the distribution of patient notes per records management guidelines.
• Maintain accurate records and update insurance information in patient administration systems (iPMS).
• Assist with preparation ahead of busy clinic periods by anticipating workloads.

Teamwork and Cross-Departmental Coordination:

• Collaborate with internal departments to ensure seamless patient pathways.
• Provide flexible support and shift cover within the Guest Services team as needed.
• Participate in shift handovers, following start and end of shift procedures.
• Maintain positive relationships with external parties and represent the organisation professionally.

Quality, Compliance, and Continuous Improvement:

• Uphold Horder Healthcares standards of customer service and professionalism.
• Deal with any patient complaints promptly and respectfully, escalating as appropriate.
• Follow all organisational policies and procedures, including data protection and information governance.
• Contribute to service improvement through feedback and collaborative problem-solving
• Act in such a manner as to satisfy public trust and confidence, to uphold and enhance the good standing and reputation of the perioperative professions and The Horder Centre.
• Ensure that you working ethic remains aligned to our core values as a group: Caring, Friendly, Quality, Integrity and Pride.

Job description
Job responsibilities

Front of House and Reception Responsibilities:

• Deliver a professional meet and greet service, welcoming patients and visitors.
• Answer and transfer telephone calls with confidence and clarity.
• Sign in visitors, contractors, and manage key sign-out/in procedures.
• Record patient arrival and departure times and book follow-up appointments using iPMS software.
• Handle payments, reconcile cash, cheques, and card transactions, and maintain petty cash records.

Administrative and Clinical Support:

• Provide clerical and typing support to clinical staff.
• Complete and process billing forms and invoices for patients.
• Manage filing, scanning, photocopying, and the distribution of patient notes per records management guidelines.
• Maintain accurate records and update insurance information in patient administration systems (iPMS).
• Assist with preparation ahead of busy clinic periods by anticipating workloads.

Teamwork and Cross-Departmental Coordination:

• Collaborate with internal departments to ensure seamless patient pathways.
• Provide flexible support and shift cover within the Guest Services team as needed.
• Participate in shift handovers, following start and end of shift procedures.
• Maintain positive relationships with external parties and represent the organisation professionally.

Quality, Compliance, and Continuous Improvement:

• Uphold Horder Healthcares standards of customer service and professionalism.
• Deal with any patient complaints promptly and respectfully, escalating as appropriate.
• Follow all organisational policies and procedures, including data protection and information governance.
• Contribute to service improvement through feedback and collaborative problem-solving
• Act in such a manner as to satisfy public trust and confidence, to uphold and enhance the good standing and reputation of the perioperative professions and The Horder Centre.
• Ensure that you working ethic remains aligned to our core values as a group: Caring, Friendly, Quality, Integrity and Pride.

Person Specification

About You

Essential

• Passionate about delivering outstanding customer service.
• Skilled in handling telephone and face-to-face interactions with professionalism and empathy.
• Proficient in using IT systems and confident learning new technologies.
• Organised, reliable, and able to manage a variety of tasks with attention to detail.
• A great communicator who thrives in a team-focused environment.
• Aligned with our core values: Caring, Friendly, Quality, Integrity, and Pride.

Person Specification
About You

Essential

• Passionate about delivering outstanding customer service.
• Skilled in handling telephone and face-to-face interactions with professionalism and empathy.
• Proficient in using IT systems and confident learning new technologies.
• Organised, reliable, and able to manage a variety of tasks with attention to detail.
• A great communicator who thrives in a team-focused environment.
• Aligned with our core values: Caring, Friendly, Quality, Integrity, and Pride.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
UK Registration

Applicants must have current UK professional registration. For further information please see

Additional information
Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
UK Registration

Applicants must have current UK professional registration. For further information please see

Employer details

Employer name

Horder Healthcare
Address

Horder Healthcare

Crowborough

TN6 1XP

United Kingdom

Employer's website