Bookings Coordinator

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 two outpatient and diagnostic clinics, a surgical centre and an innovative inpatient unit for joint replacement surgery, in partnership with Bupa.  

The Bookings Coordinator is part of the team responsible for the day-to-day clerical and scheduling duties at our busy Surgical sites in Marylebone, Central London. The post would be suited to a highly organized individual with excellent communication and problem-solving skills with previous experience in a customer service and administration role. They will work effectively alongside our clinical and administration teams and act as the ‘nerve centre’ to dictate planning and scheduling for our 2 sites totalling 6 theatres and 50 beds. They will have a focus on ensuring maximum utilisation and efficiency.

They will act as a key contact to consultant practices for booking of routine surgeries as well as encouraging and organizing ad hoc sessions.

The post would suit some who is able to be adaptable and proactive in their work, to meet the diverse needs of different Practices and Consultants.

They will lead on the patient experience and communication throughout their pathway and up until admission and the administrative duties associated with this.

This is an office based role with some potential for hybrid working. The individual must be able to communicate and carry out tasks effectively in either setting.

• Manage surgical bookings in accordance with Fortius processes. Work closely with clinical and non-clinical teams at FCL to plan effectively and act as a central liaison between all areas.

• Liaise with practice managers, medical secretaries and PA’s to arrange surgical bookings.

• To take planning meetings with the clinical teams on a daily, weekly, monthly basis as necessary.

• Work collaboratively with other members of bookings team and the admin teams – sharing tasks effectively.

• Close management of bookings email inbox. Replying in a timely and accurate manner to enquiries and communications. Concise filing, categorizing and delegating.

• Manage patient queries by phone and email, ensuring accurate and timely responses are provided. Communicate with patients coming for surgery by providing clear, concise details. Act as a point of contact for patients, their families and carers and field queries or concerns.

• Maintain accurate patient information and up to date information on the company clinical systems (Our internal CRM, Meddbase and Theatreman).

• Cover the bookings phone line and voicemail inbox. Answer calls in a friendly professional manner. Field general enquiries and redirect accordingly.

• Generate confirmation letters and an admission pack to be sent either by email or post.

• Manage the updating, amending and archiving of hospital literature related to surgical admissions and work with marketing team to ensure fit for purpose.

• Keep abreast of financial and billing processes. Contact insurance companies, embassies and 3rd parties for authorisation. Organise quotes and invoices for self-funding patients.

• Assist with onboarding process for new consultants and secretaries if required.

• Maintain patient trackers, request logs and other recording and monitoring spreadsheets.

• Keep abreast of Consultant leave and absences and offer out under-utilised space.

• Working towards ongoing volume targets and KPI’s for Bookings team, the surgical enterprise and Fortius as a whole. Partake in analysis and reporting of targets for weekly, monthly, and annual updates.

• Support with ongoing projects relating to FCL and other surgical partnerships across the business.

• Practice strict levels of patient confidentiality and GDPR. 

• Perform any other duties as requested from time to time commensurate with this role.

Previous experience in a customer service and/or administration role

Excellent communication skills

Previous experience in healthcare sector

An organized approach to work and excellent time management skills

Able to prioritise a busy workload without direct supervision

Previous experience with patient management systems

Polite and helpful telephone manner

Flexibility and adaptability to high paced environment

Able to handle sensitive information without compromising confidentiality

Computer literate for Microsoft Office and Outlook