Fortius Sport & Health is an integrated athlete development centre strengthened through philanthropy and focused on optimizing athlete performance for life. Situated in Burnaby, B.C., we are home to a state-of-the-art training centre, FIFA-standard turf pitch, NBA/FIBA/collegiate lined gymnasium, sport science lab, sport medicine institute, 50-room lodge and a chef-inspired bistro. Our integrated team of sport medicine and science practitioners share their complementary expertise to deliver precise, customized treatment and training plans for athletes of all ages and abilities, under one roof. Learn more at www.fortiussport.com

Learn more at www.fortiussport.com.

OUR VISION:
A sport culture strengthened by athletes* achieving their full potential and realizing the life-long benefits of sport.

OUR MISSION:

Our mission is to optimize athlete* performance for life by integrating sport medicine, science and healthcare experts within an athlete development centre that is strengthened by philanthropy.

OUR MANTRA:
Game Changing. Life Changing.

The Client Experience Facilitation team at Fortius is responsible for supporting internal client referrals and optimally delivering on a fully integrated client experience for clients enrolled in targeted programs (i.e. Health Performance Optimization, Concussion, R4Sport, etc.) or engaged in multiple service areas requiring more complex case management. This particular CEF position will be working in an integrated laboratory setting alongside our Applied Biomechanists and Exercise Physiologists, which will provide an excellent opportunity for the individual in this role to gain experience with the implementation of a variety of different testing and assessment protocols.

Responsibilities
•    Respond to inquiries, facilitate internal referrals, book appointments and process payments for programs and services involving the lab (i.e. Health Performance and Optimization Programming (HPO), Concussion, R4Sport, Return to Run, RunSTRONG, bike fitting, gait assessment, jump testing, etc.);
•    Ensure each client understands and has completed required paper work and clearance forms for lab testing;
•    Assist our biomechanists and physiologists when conducting assessment protocols in the lab. This will require developing a solid understanding of each testing protocol and the development of a requisite skill set (working towards specific certifications/training);
•    Assist with the ongoing maintenance requirements in the lab including cleaning, equipment maintenance, supply replenishment, etc.;
•    Assist with and support research activities within the lab as required– data management, participant recruitment and follow up, etc.

Additional responsibilities that all CEF’s are required to do:

•    Develop and maintain a current and in-depth working knowledge of ALL Fortius, services and programs and develop and strong working relationships with our practitioners;
•    Facilitate the internal referral of clients (in this case into and out of the lab);
•    Promptly engage directly with clients who have been recommended for internal referral to the lab;
•    Possess an in-depth understanding of a variety of extended medical plans and health spending accounts and assist clients in optimizing their personal/family health benefits;
•    Provide clients with information regarding the recommended services/programs (both in person and via telephone) and assist them by coordinating and scheduling their next visit(s);
•    Coordinate and participate in client care team meetings/case consultations;
•    Ensure clients have the appropriate information and confirmation for the upcoming appointments at Fortius and, where necessary, follow up with them to ensure that their overall experience is a positive one and that their expectations and goals are being met;
•    Use sound judgment and foresight to solve potential problems before they happen, and optimize client appointments in order to provide the best client experience;
•    Collaborate with CEM’s and other CEF’s with the intention of continuing to improve the client experience at Fortius in all areas (implementing and reviewing feedback from client experience surveys);
•    Work with the Business Analyst team to track and report on all clients facilitated through the CEF process and generate client experience reports and testimonials as appropriate;

•    Bachelor’s Degree with a focus on Kinesiology, Human Kinetics, Sports Sciences or a related field with course work in the area of applied exercise physiology;
•    Experience in the delivery of exceptional customer service and administrative support with a high degree of attention to detail;
•    Excellent communication skills (written and verbal);
•    Excellent computer skills with proficiencies in Microsoft Office (including Excel), some experience working with Electronic Medical Record software
•    Working towards CSEP CEP or ACSM CES certifications would be an asset
•    Current certifications in First Aid with CPR-C & AED.

As a member of the Fortius Institute team, team members must consistently demonstrate the following:
•    Delivery of an exceptional client service experience;
•    Commitment to collaboration and integration with Institute colleagues;
•    Stay active in professional development and maintain current expert knowledge in the field;
•    Embody a philosophy of professionalism, excellence, health and wellness at all times;
•    Exceptional communication and interpersonal skills;
•    Effective use of time and resources;
•    Service and results oriented;
•    Able to work in a diverse, fast-paced and dynamic environment.

Deadline to Apply:  October 26th 2017

We appreciate your interest in Fortius Sport & Health and we will review your application as soon possible. Please note that only those candidates selected for an interview will be contacted. 

The chosen candidate must either be a Canadian citizen, a permanent resident, or a Temporary Foreign Worker with an Open Work permit. All candidates that do not possess the proper legal documents to work in Canada will not be considered.

As part of our professional commitment to privacy, all candidate information will be kept in the strictest of confidence. 

All successful candidates will be subject to background check, including criminal and education verification. 

As a member in the Fortius Institute team, benefits include:

• Working in a diverse, fast-paced and dynamic environment
• Access to a state-of-the-art training centre for a significantly reduced annual membership
  
• Staff dining discount
• Easy access to public transportation
• FREE PARKING
• Prepare a diverse selection of healthy meals