Client Services Advisor

Fortius Clinic is now the UK’s largest private orthopaedic group. We are building our business on a passion for excellence, an innovative approach in all that we do and working together to put patients first. 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 pathway, a friendly ‘can-do’ attitude and excellent teamwork are all key factors to success in this role.

This is a full-time, permanent role.

Full hybrid working.

Monday to Friday. 37.5 hours per week.

£25,000 per year.

Role and Responsibilities:

1. 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.

2. Take accurate messages and act on these in a timely manner so that they are responded to quickly by the appropriate person/team.

3. Along with the rest of the team, help to manage all e-mail inboxes that the Client Services Team monitor.

4. Provide basic support for the Fortius Clinic patient portal.

5. Provide other ad hoc administrative and switchboard duties as instructed by Client Services Manager.

6. Assess and organise own workload and communicate work priorities, organising workload in conjunction with other team members.

7. Participate in the departmental rota, being flexible in responding to service needs.

8. Work in conjunction with and assist with other departments, as necessary.

9. To undertake any other duties commensurate with the role as required by the line manager.

Benefits:

• Private Medical + Dental

• Company Pension Scheme

• Perkbox

• Employee Assistance Programme

• Occupational health services

• Season Ticket Loan

• Cycle to work scheme

• Childcare Vouchers

• Referral Scheme: earn £1500 for every successful referral!!

Requirements

• 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

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

• 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