Department: Front of House
Line Manager: Front of House Manager / Supervisor
Location: Primarily Marylebone with Rotation across all Fortius Sites.
Contract type: Permanent full-time, 37.5 hours per week
Fortius Clinic is now the UK’s largest private orthopedic 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 receptionist to become part of a talented, dedicated team committed to providing the very best in orthopedic and sports injury care. We have three Outpatient Diagnostic and Treatment Centres (ODTCs) in Marylebone, City, and Wimbledon.
The front of house team is the first point of contact for patients, visitors, and consultants, so it is vital that the initial impression is both courteous and efficient. The patient pathway is not always straightforward; many of our visitors use different services in the same day or on multiple visits, including appointments for wound care, X-Rays, account settlements, and insurance queries. Attention to detail and an obliging attitude are key to success in this role. This role will be the first point of contact for all outpatients and visitors to our Fortius sites. The shifts are split between 6:30 am – 8:00 pm across all locations (Monday to Friday and occasional Saturday mornings), and the ideal candidate must be able to work all shift patterns.
Principal Accountabilities
* Contribute to the smooth day-to-day running of reception, ensuring that patients are greeted and checked in/out efficiently, courteously, and professionally.
* Handle the settlement of accounts, taking payments by cash and card.
* Manage future bookings.
* Arrange follow-up appointments and liaise with diagnostics and nursing staff.
* Encourage patients to complete their SCORES (Study of Clinical Outcomes Recovery and Evaluation System) questionnaires.
* Monitor and adjust work priorities to consider changing demand and patient flow across the service.
* Prepare the consulting rooms prior to the clinic and tidy them again at changeover.
* Support consultants with any day-to-day requirements, refreshments, chaperoning, etc.
* Work in conjunction with and assist other departments as necessary.
* Ensure all patient confidentiality is respected.
Main Contacts
* Consultants
* Medical Secretaries
* Outpatient Staff
* Patients, relatives, and visitors to the clinic
* Housekeeping staff
* FOH Manager
* Clinic Manager
Equality & Diversity
All Fortius employees must respect 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 cooperate with management to enable Fortius to meet its own legal duties.
Infection Control
It is the responsibility of all staff to recognize their role in maintaining a safe environment for patients, visitors, and staff to minimize 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, providing patients with information regarding their care and treatment.
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