Medical Secretary jobs in Liverpool L20

Reception Team Lead

Cosmetic Surgery of the Royal Liver Building

Aesthetics of the Royal Liver Building

Purpose of the role

To lead the reception team in delivering an exceptional patient experience, ensuring that every interaction reflects the standards of a regulated clinical service. The Reception Team Lead supports safe patient flow, impeccable communication, accurate records, and smooth daily operations across all service lines.

Key responsibilities

Clinical front end coordination

• Oversee daily reception operations to ensure patients are greeted promptly and guided through check in and check out with accuracy and professionalism

• Maintain real time awareness of clinician locations, treatment room allocations and patient movements to support safe and efficient flow

• Ensure all patient details, documentation and consent files are checked before clinical handover

• Monitor punctuality of clinics and escalate delays to operations and governance as required

• Support NEWS observations and pre procedure checks by ensuring the correct documentation reaches clinical staff without delay

Patient experience

• Uphold a consistently warm, calm and knowledgeable presence at the front desk

• Ensure that all reception staff offer skincare advice, rebooking, product bundles and aesthetic referrals as standard practice

• Manage complaints or concerns with discretion and escalate complex issues appropriately

• Ensure a seamless experience for returning patients including awareness of previous procedures, preferences and required follow up

Administrative and governance support

• Oversee the accuracy of patient bookings, confirmations and follow up appointments

• Ensure all calls, messages and digital enquiries are responded to promptly and recorded correctly

• Support compliance with the CQC Single Assessment Framework by ensuring reception processes align with Safe, Effective, Caring and Well Led quality statements

• Maintain daily checklists, document control, stock ordering for reception and adherence to GDPR and confidentiality requirements

• Assist governance with preparation of records for audits, inspections and internal reviews

Team leadership

• Train reception staff in communication standards, booking accuracy, patient engagement and escalation processes

• Conduct regular one to one reviews, call quality checks and performance improvement plans

• Manage the rota and ensure appropriate cover across extended hours

• Lead by example with exceptional professionalism, presence and attention to detail

Communication and liaison

• Act as the first point of contact for clinicians regarding patient flow, documentation gaps, delays or urgent issues

• Liaise with operations, governance and theatre to ensure reception processes support clinical safety

• Coordinate any external visitors, contractors and deliveries in line with building and clinic rules

Expected standards

• Absolute accuracy with patient data and financial transactions

• Calm and polished demeanour at all times

• Full understanding of every service offered at the clinic, including VASER liposuction, Morpheus8, blepharoplasty, cataract, and skincare

• Consistent promotion of rebooking and integrated skincare

• Adherence to all internal SOPs, reception procedures and governance requirements

Person specification

• Proven experience in a high end reception or client services role

• Strong organisational ability and natural leadership

• Excellent spoken and written communication

• Confidence to manage difficult situations with fairness and clarity

• Understanding of clinical environments, privacy standards and safe patient flow

• High level of personal presentation and patient centred behaviour

Job Type: Full-time

Pay: £35,000.00-£38,999.00 per year

Benefits:

• Canteen
• Company pension
• Employee discount
• Gym membership
• On-site gym

Work Location: In person