Job Description

Job Advert: Receptionist - Patient Experience Specialist

Location:

The Aspen Clinic | Unit 12 Quays Reach Business Park, Carolina Way, Salford, M50 2ZY

Salary:

25,000-28,000 per year (DOE)

Additional Pay:

Bonus scheme Performance bonus Yearly bonus

Job Type:

Full-time, Permanent

Work Schedule:

Flexitime Monday to Friday Overtime Weekend availability required

Work Location:

In person or hybrid (remote options available)

Inclusivity & Lived Experience

At The Aspen Clinic, we are committed to building a diverse and inclusive workforce. We warmly welcome applications from individuals of all backgrounds, including those from marginalised communities and those with lived experience of health inequalities, neurodiversity, disability, mental health challenges, or social disadvantage.

We believe lived experience brings valuable insight and empathy to our services, and we actively seek team members who reflect the communities we serve. Learn more about us www.theaspenclinic.co.uk

About the Role

This is a non-clinical, patient-facing role that blends traditional reception duties with a deeper focus on patient experience. As our

Receptionist - Patient Experience Specialist

, you'll be the first point of contact for patients, visitors, and professionals--setting the tone for compassionate, efficient, and inclusive care.

You'll manage appointment bookings, support clinic operations, and ensure smooth communication across teams. You'll also contribute to marketing, social media, and service improvement initiatives, helping shape how patients experience our care from start to finish.

Key Responsibilities: Own the client journey from initial enquiry through to onboarding and ongoing support, ensuring a seamless and professional experience.

Proactively manage sales leads, converting enquiries into bookings through confident communication and relationship-building.

Maintain accurate records of client interactions and progress using CRM systems.

Collaborate with clinical and administrative teams to ensure client needs are met efficiently and empathetically.

Identify opportunities to improve the client experience and contribute to service development.

Welcome patients and visitors with warmth, professionalism, and discretion Manage appointment bookings and clinic schedules using electronic systems Make reminder calls and send appointment confirmations Respond to queries via phone, email, and social media Maintain accurate patient records and ensure timely communication with external contacts (GPs, schools, etc.) Prepare agendas and take notes for internal meetings Support hospitality for clients, relatives, and professional visitors Contribute to marketing materials, newsletters, and social media content Represent Aspen Clinic at external functions and events, where appropriate Promote honest dialogue to review and enhance service standards Assist with audits, evaluations, and quality improvement activities Ensure safeguarding, confidentiality, and data protection protocols are upheld

Knowledge & Expertise:

Proven sales experience in a client-facing role, ideally within healthcare, wellness, or private services.

Strong understanding of lead management, with the ability to nurture prospects and close sales effectively.

Excellent communication and interpersonal skills, with a warm and professional manner.

Highly organised, with attention to detail and a proactive approach to problem-solving.

Passionate about delivering exceptional client care and supporting individuals on their health journey.

Understanding of healthcare administration and patient pathways Familiarity with electronic patient record systems and scheduling tools Awareness of neurodiversity and inclusive communication practices Knowledge of safeguarding responsibilities and CQC standards Ability to manage multiple priorities in a fast-paced environment

Customer Care & Communication

Exceptional interpersonal and telephone skills Ability to remain calm and empathetic with distressed or anxious callers Strong written communication and attention to detail Commitment to confidentiality and respectful service

Safeguarding & Safety

Comply with Aspen's safeguarding policies and procedures Understand your role in protecting adults and children at risk Promote safety and wellbeing across all interactions Attend required training in line with the Health and Social Care Act 2008 Identify and report any health and safety risks appropriately Acting as a Chaperone for appointments / assessment upon request.

Physical, Mental & Emotional Demands

Ability to manage frequent interruptions while maintaining focus Comfortable sitting for extended periods during administrative tasks Emotional resilience when handling sensitive or challenging situations

Working Conditions

Brand New, purpose built, accessible, neuro-affirmative clinical office environment with regular computer use Option to work from home in a confidential, well-connected space Flexibility to work evenings/weekends to support service demand Opportunity to contribute to service improvement and client engagement activities

Decision-Making

Confidence in making decisions within the scope of the role Ability to escalate appropriately when input from others is needed

Behaviours & Values

Professional and personable approach to work, colleagues, and clients Compassionate, empathetic, and neuro-affirmative mindset Champion innovation and best practice in patient services Personal resilience and self-awareness Uphold Aspen Clinic's core values and act as a role model Commitment to equal opportunities and intersectional equality

Qualifications & Experience

A-Level or equivalent GCSE Maths and English Minimum 1 year of experience in healthcare administration or reception (required) Strong IT skills (Microsoft Office, Excel, VOIP phones, Facebook, Instagram, TikTok, LinkedIn. Competence in electronic patient record systems, video calling platforms, and scheduling tools. Highly organised, with strong planning and prioritisation skills Self-starter with initiative and a continuous improvement mindset

Benefits

Company pension (3% employer contribution) 28 days annual leave + bank holidays (rising to 33 with service) Annual leave purchase/sell scheme Health & wellbeing programme Employee discount & store discount On-site parking Company events Ongoing training and development opportunities

Internal & External Contacts

Internal:

Clients, carers, relatives Clinic staff and volunteers

External:

GPs, NHS provider services, Commissioners, Private Commercial Partners Educational institutions, charitable organisations, General Public Social care services, emergency services

Pre-Employment Checks & Legal Declaration

This post is subject to

Enhanced Disclosure and Barring Service (DBS) check

. Rehabilitation of Offenders Act 1974: Applicants must disclose all convictions, cautions, reprimands, and final warnings, whether spent or unspent. By applying, you confirm that all information provided is accurate and complete to the best of your knowledge. Employment is conditional upon satisfactory references, DBS clearance, and eligibility to work in the UK. Please note: Visa sponsorship is not available for this role. Applicants must have existing right to work in the UK.
If you're ready to be the welcoming face and voice of a forward-thinking clinic--bringing compassion, clarity, and excellence to every patient journey--we'd love to hear from you. We especially encourage applications from individuals with lived experience and those from underrepresented or marginalised communities.

Job Types: Full-time, Permanent

Pay: From 25,000.00 per year

Benefits:

Company events Company pension Employee discount Flexitime Health & wellbeing programme On-site parking Store discount
Experience:

healthcare admininstration: 1 year (required)
Work Location: In person

Application deadline: 20/09/2025
Reference ID: ASPEN(R-PES)
Expected start date: 01/10/2025