About this role
Job summary
Working pattern:Full-time. Part-time would be considered.
Job Location: Dorking Hospital, with travel and work across other DHC Outpatient sites.
As a Senior Receptionist, you will play a key role in supporting the smooth running of reception services across DHC Outpatient locations. Working closely with the Lead Receptionist, you will help coordinate the day-to-day work of the reception team, support staff, assist with rota planning and act as a point of escalation for more complex patient enquiries or issues. The role combines hands-on reception duties with team support and operational coordination, helping to ensure patients, clinicians, and colleagues receive a professional, efficient, and compassionate service.
We are looking for someone who is organised, proactive, reliable, and patient-focused. You will need excellent communication skills, strong administrative ability and the confidence to manage competing priorities in a busy outpatient environment. The successful candidate will be someone who takes ownership of tasks, works well under pressure, supports colleagues, maintains confidentiality, and is committed to improving the experience of patients and the wider team.
We screen and shortlist suitable candidates as applications are received. We reserve the right to close this vacancy early and without notice if we fill the position. Therefore, we encourage early applications to avoid disappointment.
Main duties of the job
This is an excellent opportunity to join DHC Outpatients as part of an independent NHS organisation that values high standards, teamwork, and continuous improvement. You will be joining a service where your contribution can make a real difference to patients and colleagues every day, helping clinics run effectively, supporting the reception team, and playing an important part in delivering responsive, patient-centred outpatient care.
As Senior Receptionist, you will help coordinate reception services across DHC Outpatient locations, ensuring patients receive a professional, efficient and welcoming service. Working with the Lead Receptionist, you will support team supervision, rota planning, training, service standards and escalation of complex patient enquiries. You will also help investigate incidents, monitor performance and fill vacant clinic appointments to maximise capacity and reduce waiting times. This role combines reception duties with leadership and operational support.
We are looking for an organised, proactive and patient-focused individual with good communication, administration and IT skills. You will be confident in a busy environment, able to manage competing priorities, support colleagues, solve problems and maintain confidentiality. Attention to detail, a positive attitude, and a commitment to continuous improvement are essential.
Training will be provided for our in-house IT systems; however good working knowledge of Microsoft Office is beneficial.
About us
This is an exciting opportunity to join Dorking Healthcare (DHC) during a period of growth as we recruit a new Senior Receptionist to support our professional and friendly Outpatients team. DHC provides a wide range of high-quality healthcare services across Surrey and Sussex and is proud to be rated Good by the Care Quality Commission (CQC) and accredited as an Any Qualified Provider (AQP). Our vision is to continually improve local services by delivering first-class care and reducing waiting times. We offer a supportive, collaborative environment where staff are valued, encouraged to develop, and empowered to make a positive difference to patients every day.
A can-do attitude is a vital asset at DHC, and we are looking for like-minded individuals to work with us who share the same approach and work ethic.
The benefits we offer include:
Competitive salariesMembership of the NHS pension scheme27 days annual leave plus bank holidays, increasing with length of serviceAccess to an Employee Assistance ProgrammeOpportunities for training, development and career progressionSome of our sites have free on-site parking (subject to availability)We aim to be an employer of choice and conduct annual staff satisfaction surveys
DHC actively encourages and promotes diversity, ensures all voices are heard and included and is committed to equal opportunities for all.
Job description Job responsibilities
Please note: This role is not eligible for visa sponsorship, and the successful candidate must have an existing right to work in the UK.
JOB SUMMARY
The Senior Receptionist is responsible for supporting the Lead Receptionist in the day-to-day management and coordination of reception services across all DHC outpatient locations. Acting as deputy to the Lead Receptionist, the post holder will provide operational leadership to the reception team, ensuring high standards of patient service, administrative efficiency, and compliance with departmental procedures.
The role combines hands-on reception duties with supervisory responsibilities, including staff support, rota coordination, training, performance monitoring, and ensuring reception functions are delivered effectively and consistently. The Senior Receptionist will act as the first point of escalation for more complex patient enquiries and service issues, exercising initiative, judgement, confidentiality, and diplomacy when resolving concerns.
In the absence of the Lead Receptionist, the Senior Receptionist will oversee reception operations, allocate workloads, monitor performance indicators, and ensure appropriate staffing levels are maintained to support the smooth and effective delivery of outpatient services.
DUTIES AND RESPONSIBILITIES OF THE POST
Support the Lead Receptionist in the day-to-day supervision and coordination of the reception team. Act as deputy for the Lead Receptionist during periods of absence, annual leave, or when off-site. Allocate daily responsibilities and monitor workload distribution to ensure efficient service delivery. Provide guidance, support, and coaching to reception staff to promote high performance and development. Assist with recruitment, induction, training, and competency assessments for new and existing team members. Support the completion of probation reviews, one-to-one meetings, appraisals, and development plans. Monitor staff attendance, punctuality, and compliance with departmental procedures, escalating concerns where appropriate. Assist in identifying training needs and opportunities for professional development. Produce and maintain team rotas, ensuring adequate staffing levels and reception cover across all DHC locations. Investigate incidents and record findings on the incident reporting platform. Coordinate adjustments to rotas to accommodate annual leave, sickness absence, training, and service requirements. Monitor reception performance against departmental KPIs and support improvement initiatives where required. Support the Lead Receptionist in reviewing patient feedback, complaints, and service performance metrics. Proactively contact patients to fill vacant clinic appointments, utilising waiting lists and cancellation lists to maximise clinic capacity and minimise unused appointment slots. Ensure reception processes comply with organisational policies, information governance requirements, and local procedures. Where required, act as a receptionist, which consists of: Being first point of contact for clinicians, staff, patients, carers, and service providers.Management of appointment bookings, cancellations, and rescheduling.Handling escalated patient concerns and complex enquiries.Maintaining accurate patient records.Answering incoming calls and responding to requests for information.Processing departmental mail.Attending relevant meetings and training sessions.
Undertaking any other duties appropriate to the grade and nature of the role.WORK SETTING AND REVIEW
To manage own workload efficiently and effectively on a daily basis. Maintain confidentiality at all times. Make decisions pertaining to the smooth and efficient running of DHC Operations, where necessary referring problems to senior management via the quickest route possible. Be able to work with a degree of autonomy. Work with a continuous improvement mindset.Work to objectives as set by the DHC Board of Directors.CONFIDENTIALITY
The post holder must maintain the confidentiality of information about patients, staff and DHC business in accordance with the Data Protection Act 1998 and Caldicott principles.
Person Specification
Skills and Aptitudes Essential
Excellent verbal and written communication skills. Ability to work under pressure and to meet deadlines. Pro-active multitasker. Good time management. Ability to work electronically without recourse to paper-based systems. Patient-focused. Clear problem solver who seeks solutions independently. Experience working towards targets and reporting updates. Experience in managing competing priorities.
Others Essential
Please detail how you are intending to get to work / travel between sites.
Qualifications Essential
Good standard of general education (Numerate and good standard of English)
Knowledge Essential
Ability to communicate with a diverse group of people at all levels. High-quality standards in all communication. Good standard of IT skills, i.e. Microsoft Office, Word, Excel and internet/web skills or equivalent. Ability to maintain confidentiality at all times. Access to own transport with a current, clean UK driving licence.
Desirable
Advanced IT skills. Data protection in a health care environment. Previous NHS experience in a reception/administration role.
Experience Essential
Excellent administration and organisational skills. Proven experience of working in a customer-facing environment and making improvements to processes. Experience in being proactive and self-led. Holding ownership of tasks through to delivery.
Desirable
Knowledge of Systmone, our electronic patient management system. People Management skills.
Attributes Essential
Able to represent the practices and DHC professionally. Good team worker. Reliable. Flexible; helps cover for absent colleagues. Trustworthy. Pro-active and committed. Can do attitude to daily tasks, adversity and new ways of working. Healthy working with regard to seeking the most efficient way to achieve tasks. Better tomorrow than today aspiration to continuously improve the experience of our patients.
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.
Employer details Employer name Dorking Healthcare Ltd.
Address Dorking Hospital
Off St Paul’s Road West, Horsham Road
Dorking
Surrey
RH4 2AA
United Kingdom
Employer's website https://dhcclinical.co.uk/ (Opens in a new tab)