Booking/Reception Manager

Job Title: Booking/Reception Manager

Location: Woodlands Hospital, Kettering

Hours: Full Time, 37.5 weekly hours.

Shift Patterns: Varied; department runs from 8am-8pm Mon-Fri and 8am-4pm Saturday. Flexibility required.

Role

The Hospital Reception Manager plays a pivotal role in creating exceptional first impressions and supporting the hospital's commercial success. As a key customer-facing leader, this role is integral to the growth of Private Patient activity, ensuring prospective patients receive a responsive, professional and seamless experience from initial enquiry through to attendance and follow-up. Working closely with the Senior Leadership Team, Consultants, Marketing and Administration teams, the Reception Manager will support patient conversion, retention and satisfaction by delivering outstanding customer service standards and identifying opportunities to improve the patient journey.

Responsibilities

• Lead the reception service to maximise patient satisfaction and contribute to the growth of Private Patient activity.
• Ensure all patient enquiries are handled professionally, efficiently and converted into appointments wherever possible.
• Support consultant engagement by ensuring patients receive a high-quality service throughout their journey.
• Monitor patient feedback and identify opportunities to improve the customer experience and increase patient retention.
• Work collaboratively with the Marketing, Business Development and Bookings teams to support hospital growth initiatives.
• Analyse reception activity, enquiry trends and service performance to identify opportunities to improve conversion and revenue.
• Promote the hospital's services confidently and appropriately, ensuring patients are aware of available treatments and pathways.
• Develop a customer-focused culture that supports both excellent patient outcomes and commercial objectives.

Desirable skills

• Experience working within a private healthcare environment.
• Understanding of patient conversion, customer journey management and service excellence.
• Experience working with self-pay and insured patient pathways.
• Ability to balance outstanding patient care with commercial awareness and business objectives.
• Experience of monitoring KPIs and using data to improve operational and commercial performance.

Location and environment

Woodlands Hospital is a leading private and NHS facility in Northamptonshire, focused on delivering high standards of patient care and service excellence. The role involves working within a team recognised for excellence and patient satisfaction.