Client Services Advisor

**Job Title**:

- Client Services Advisor

**Department**:

- Patient Services

**Contract Type -** Permanent Full-Time 37.5hours per week AM&PM shift patterns
**Salary**:

- £23,000

**Job Overview**

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 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.
- 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.
- 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

**Essential -**

Strong verbal and written communication skills

Good telephone manner

At least two years administrative experience

**Desirable -**

Experience in similar role within healthcare

**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.