Client Services Advisor

The Fortius Group is the UK's leading private orthopaedic and sports injury group. Founded in London by a group of leading Orthopaedic Surgeons and Radiologists, with a shared vision of building a worldwide centre of excellence in musculoskeletal care. Their vision was to create a clinic that would bring together the country's leading experts in orthopaedics and sports injury treatment, with a shared commitment to advancing the science of medicine and a better patient experience.

That group of experts now includes over 80 leading specialists, with three outpatient and diagnostic clinics, a surgical centre and an innovative inpatient unit for joint replacement surgery, in partnership with Bupa.

Overall Purpose

We require a Client Services Advisor to become part of a talented, dedicated team of people committed to providing the very best in orthopaedic and sports injury care. We have three Outpatient Diagnostic and Treatment Centres (ODTCs), in Marylebone, Wimbledon and in the City. We also have a Surgical Centre in Marylebone. This is an opportunity to join the outpatient team at all sites.

The Client Services Advisor will be the voice of Fortius, directing calls ensuring callers reach the relevant team with the shortest pathway, ensuring all patient confidentiality is respected. Many of our visitors touch different services in the same day or on multiple visits. This can include appointments for wound care through to imaging, to the settlement of their accounts to assisting with insurance queries. Attention to detail, ability to focus on that individual patient’s pathways, a friendly ‘can-do’ attitude and excellent teamwork are all key factors to success in this role.

Principal Accountabilities

• Answering, transferring, and forwarding calls via the clinic switchboard in an efficient and courteous manner to company standards - high quality, courteous, patient focused manner always maintaining patient confidentiality.
• Take accurate messages and act on these in a timely manner so that they are responded to quickly by the appropriate person/team.
• Along with the rest of the team, help to manage all e-mail inboxes that the Client Services Team monitor.
• Provide basic support for the Fortius Clinic patient portal.
• Provide other ad hoc administrative and switchboard duties as instructed by Client Services Supervisor.
• Assess and organise own workload and communicate work priorities, organising workload in conjunction with other team members.
• Participate in the departmental rota, being flexible in responding to service needs.
• Work in conjunction with and assist with other departments, as necessary.
• Work with Fortius Digital to help develop and implement improvements and changes to processes.
• To undertake any other duties commensurate with the role as required by the line manager.

Main Contacts

• Consultants and Medical Secretaries.
  
• Outpatient and Surgical Centre Staff.
• Patients, relatives, and visitors to the ODTCs and Fortius Surgical Centre.
• Housekeeping staff.
• FOH Supervisors.
• Consultant Support Advisors.
• Client Services Supervisor.

Person Specification

Qualifications/ Skills/ Experience

Essential

• GCSE English and Math (or equivalent).
• Excellent interpersonal and communication skills (verbal and written English).
• Experience of clerical and administrative work.
• IT literate – able to use a range of computerized packages including word, email and patient booking system.
• Ability to work on your own or as part of a team.
• Excellent organisational skills, ability to prioritise and manage a busy workload without direct supervision.
• Able to remain calm when under pressure and deal effectively with unanticipated demands.
• Excellent customer service skills and ability to work with a range of stakeholders.
• Able to handle sensitive information without compromising confidentiality.
• Flexible helpful attitude.

Desirable

• Previous experience of working in a clinical or medical setting would be advantageous.

Equality & Diversity

All Fortius employees must have respect for every individual, treating everyone with dignity, courtesy, fairness and consideration, and welcoming and accepting differences between people. It is the responsibility of every employee to work towards the elimination of all discrimination and prejudice.

Health & Safety
All Fortius employees have a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions. Employees are required to co-operate with management to enable Fortius to meet its own legal duties.

Infection Control
It is the responsibility of all staff to recognise their role in maintaining a safe environment for patients, visitors and staff to minimise the risk of avoidable Healthcare Associated Infection. Employees are responsible for ensuring that they are fully aware of the Fortius Infection Prevention and Control policies.

Quality Governance
All Fortius employees must adhere to Fortius policies and procedures and seek advice on these when in doubt as to their scope and applicability.

Employees are specifically reminded that they must respect the confidentiality of all information they have access to during their employment including personal data.

Values

All Fortius staff are expected to display and aspire to the Fortius Values.

Making it Happen
Be proactive in keeping the service under review, making recommendations and implementing changes to continuously improve the patient journey

Stronger
Work in partnership with the multi–disciplinary team to challenge and influence clinical and managerial decision making

Personalised Service
Deliver a patient-centred specialist nursing service for patients admitted to the ward, provide patients with information regarding their care and treatment