Head of Customer Experience

Head of Customer Experience

Department Outpatients

Line Manager Director of OP and Radiology

Line Manages FOH Supervisors, Senior Receptionists, Concierge

Location All Fortius Sites

Job Outline

The Head of Customer Experience will be responsible for leading and managing the end to end customer experience across Fortius. They will actively work with all departments to adopt a 'customer first' philosophy.

They will be responsible for managing the Front of House team as well as working closely with other clinical and non-clinical teams to ensure a seamless customer experience. They will be responsible for shaping and driving forward a high-end customer experience strategy and striving to continually improve the patient pathway.

As part of the remit for leading front of house and the outpatient experience, the Head of Customer Experience will be a key contact within Fortius and will work with their team to deepen relationships with Consultants. They will be responsible for driving forward efficiency and productivity around consulting room scheduling at each of the outpatient sites, and will work with Fortius Consultants and the Consultant Support Manager to ensure maximum utilisation of all the centres.

Administratively, the Head of Customer Experience will manage the Front of House and Concierge team and be responsible for recruitment and communication with those team members (1-1's, team meetings, appraisals) and ensuring sufficient staffing to meet required demands.

Principle Accountabilities

• Develop and implement a Customer Experience Strategy
• Drive a 'customer first' approach to all elements of the patient pathway
• Develop comprehensive customer journeys and shape relevant customer touchpoints – including contributing to the digital strategy where it will create improvements and efficiencies.
• Take responsibility for the design, development, delivery, continual improvement and operational efficiency of Fortius Front of House department.
• Monitor Key Performance Indicators around patient satisfaction, Consultant satisfaction, clinic volumes and utilisation and present findings to Senior Management Team (SMT) when required.
• Maintain strong and effective relationships and dialogue with all practicing Consultants who deliver patient services at the Fortius Centres.
• Provide a timely, efficient and courteous provision of services to the agreed standards of the department, taking account of the patient/clients clinical, physical and cultural needs.
• Be accountable for the efficient management of consulting rooms and other patient areas; the maintenance and monitoring of agreed service standards; and the handling of all issues and complaints arising.
• Take overall responsibility for the patient management system at Fortius – including implementing changes and training all relevant users.
• Take an innovative approach to the development of services, maximising the use of digitalisation to deliver excellent customer service.
• Participate in the Quality group meetings. Investigation incidents and identifying improvement plans and cascading this to all team members.
• Provide excellent service to the high-profile patients while they are attending the clinic.
• Other Ad-hoc duties requested by Executive Management
• Work closely with the clinical teams to ensure a seamless personalised service for all our patients. Liaise with other departmental leads – specifically Consultant support, nursing and Imaging to ensure smooth pathways for customers.
• Provide support, training and guidance to new employees to ensure they integrate and operate in accordance with company procedures and expectations as quickly and seamlessly as possible.
• Monitor Patient Satisfaction and implement action plans for any changes required as a result of responses.
• Work closely with the quality team to ensure all Fortius sites meet the CQC criteria for Outstanding in each of the 5 KLOE's.
• Participate in mock inspections across all sites and ensure the Front of House team is prepared for inspection.

Clinic Duties

• Manage the impressions of all clients by ensuring that all tasks are performed to highest standards by all members of the team.
• Evaluate levels of client and consultant satisfaction and monitor trends, with a focus on continuous improvement.
• Lead on the patient experience at Fortius Clinic. Be responsible for hiring, inducting and continually training staff to ensure a high level of customer service is provided at all times.
• Develop and continously review departmental standards, policies and strategies to improve service. Implement these standards and ensure they are adhered to by all members of the Front of House team.
• Deal with client and Consultant requests in an efficient and professional manner and respond to consultant requests in a positive manner at all times.
• Oversee the front of house to ensure that clients are greeted, checked in/out and escorted throughout the clinic efficiently, courteously and professionally by all team members.
• Ensure all self-pay payments are taken by the front of house team at the time of appointment and there is complete transparency of charges for all appointments.
• Report any building issues to FM and ensure they are addressed & rectified quickly.

GENERAL RESPONSIBILITIES

Infection Control

Infection control is everyone's responsibility. All staff, both clinical and non- clinical, are required to adhere to the Clinics Infection Prevention and Control policies and procedures and the Health Act Code of Practice for the prevention and control healthcare associated infections and make every effort to maintain high standards of infection control at all times thereby reducing the risk of Healthcare Associated infections.

It is the duty of every member of staff to take personal responsibility for the prevention and control of infection, as laid down in the Clinics policies and procedures which reflect the statutory requirements of the Hygiene Code.

• To work in close collaboration with the Infection Control Team.

• To ensure that monitoring of clinical practice is undertaken at the agreed frequency.

• To ensure that the imaging department environments are cleaned and maintained to the highest standards; ensuring that shortfalls are rectified, or escalate as necessary.

• To ensure that all relevant monitoring data and issues are provided to the Directorate's Governance structures.

• To ensure that all staff are released to attend infection control-related educational sessions.

Health and Safety at Work

The post holder is required to:

• Take reasonable care for the health and safety of himself, herself and other persons who may be affected by their actions or omissions at work.

• Co-operate with the employer in ensuring that all statutory and other requirements are complied with.

Confidentiality & Data Protection

The post holder has a responsibility to comply with the Data Protection Act 1998 and maintain confidentiality of staff, patients and Clinic business.

If you are required to process information, you should do so in a fair and lawful way, ensuring accuracy is maintained. You should hold information only for the specific registered purpose and not use or disclose it in any way incompatible with such a purpose.

You should disclose information only to authorised persons or organisations as instructed. Breaches of confidentiality in relation to information will result in disciplinary action, which may include dismissal. Employees are expected to comply with all Clinic policies and procedures and to work in accordance of the Data Protection Act 1998. For those posts where there is management or supervision of other staff it is the responsibility of that employee to ensure that their staff receive appropriate training.

Conflict of Interest

The Clinic is responsible for ensuring that the services for patients in its care meet the highest standards. Equally, it is responsible for ensuring that staff do not abuse their official position, to gain or benefit themselves, their family or friends.

Equality and Diversity

The Clinic values equality and diversity in employment and in the services we provide. It is committed to promoting equality and diversity in employment and will keep under review our policies and procedures to ensure that the job related needs of all staff working in the Clinic are recognised. Fortius Clinic aims to ensure that all job applicants, employees or clients are treated fairly and valued equally regardless of sex, marital status, domestic circumstances, age, race, colour, disablement, ethnic or national origin, social background or employment status, sexual orientation, religion, beliefs, HIV status, gender reassignment, political affiliation or trade union membership. Selection for training and development and promotion will be on the basis of the individual's ability to meet the requirements for the job.

You are responsible for ensuring that the Clinic policies, procedures and obligation in respect of promoting equality and diversity are adhered to in relation to both staff and services.

Vulnerable Groups

• To carry out responsibilities in such a way as to minimise risk of harm to children, young people and vulnerable adults and to promote their welfare in accordance with the Children Act 2004, Working Together to Safeguard Children and No Secrets guidance (DH

• To demonstrate an understanding of and adhere to the trust's child protection policies.

No Smoking

Fortius Clinic implemented a No Smoking Policy, which applies to all staff. Staff contravening this policy will be subject to disciplinary procedures.

Standards of dress

All staff are expected to abide by the Clinics guidance on standards of dress.

Values

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

Making it Happen
Be proactive in reviewing the current service, making recommendations and implementing changes to continuously improve.

Stronger together

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

Personalised Service

We are passionate about delivering the highest quality of service delivery across the organisation for our internal and external customers and stakeholders

This job description outlines the current main responsibilities of the post. However, the duties of the post may change and develop over time and may therefore be amended in consultation with the post holder.

No Smoking

Fortius Clinic implemented a No Smoking Policy, which applies to all staff. Staff contravening this policy will be subject to disciplinary procedures.

Standards of dress

All staff are expected to abide by the Clinics guidance on standards of dress.

Values

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

Making it Happen
Be proactive in reviewing the current service, making recommendations and implementing changes to continuously improve.

Stronger together

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

Personalised Service

We are passionate about delivering the highest quality of service delivery across the organisation for our internal and external customers and stakeholders

This job description outlines the current main responsibilities of the post. However, the duties of the post may change and develop over time and may therefore be amended in consultation with the post holder.