Vacancy type

Experienced

Contract type

Permanent

Area of specialism

Administrative & Business Support

Role type

Customer/Patient Support Services

Summary of role

We have an exciting opportunity for a Customer Service Advisor to join our Customer Service Team at The London Clinic, based at our main hospital site in London (W1G 6BW). We are offering a competitive inclusive salary of £27,825 per annum.

Established in 1932, The London Clinic is one of the UK’s largest private hospitals, with 8 state-of-the-art facilities, and circa 1350 employees where we are dedicated to providing our patients with expert, individualised treatment and care. Our main hospital spans 8 floors comprising of 150+ patient beds and 10 operating theatres, including a Hybrid theatre and two minimally invasive/day surgery theatres. Speciality areas include, General surgery; ENT; Gynaecology; Hepatobiliary; Neuro-spinal; Ophthalmic; Orthopaedic; Plastic and reconstructive; Robotic; Urology; Vascular & Weight loss surgery (bariatric surgery).

Job Profile

As part of our Customer Service Team you will ensure that all Consultant & Outpatient Appointments, Radiology Appointments, Inpatient, Day-case and Medical, Pre-assessment & Endoscopy bookings are processed, pre-authorised and means of payment identified and captured in readiness for the patient admission. 

Ensuring that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales, whilst providing a first class service to all stakeholders at all times.

• Job Type: This is a full-time, permanent position working 37.5 hours per week.
• Shift Pattern: Shift patterns Mon-Fri 7am-8pm, Sat 7-5 & Sun 8-4, including bank holidays
• Job Location: 1 Park Square West, London, NW1 – 4LJ
• Salary: Inclusive salary of £27,825 per annum
• Benefits package: We offer a comprehensive package which includes a contribution pension scheme (total annual contribution up to 20%), Private Medical Healthcare, 33 day’s annual leave (inclusive of bank holidays), season ticket travel loan, and a wide range of discounts with a variety of retailers and services. We also offer excellent career development; with clear career pathways and access to further education.

Key Duties

• To process all requests for investigations, appointments and inpatient stays; ensuring they are accurately booked as requested onto the relevant clinical system, liaising closely  with clinical teams.
• To accurately process all bookings onto Meditech ensuring that full and complete Minimum Data Set is captured along with additional requirements i.e. specialist kit, prosthesis, high cost drugs etc.
• To collate and update Meditech with details captured from the hospital Registration Form and Booking Form
• Update all relevant teams including clinical wards, theatres of any special requirements, expected admissions, updates or urgent changes in readiness for patient admissions or cancellations to all teams for full visibility.
• Provide patients confirmation of their appointments, admission by post and email where applicable, sending “To Come In” packs containing our clinic information brochure, admission letters and other key information.
• To liaise with patients, insurers and sponsors to gain pre-authorisation, pre-verification and/or payment  for treatment prior to admission using relevant systems and processes and for on-going treatment plan changes

Skills & Experience

• Strong sense of patient focus and delivering exception customer service in a hospital setting. Demonstrating a proactive, flexible approach to customer care
• Able to handle patient data and information in a confidential and sensitive fashion
• Excellent organisational and interpersonal skills
• Evidence of good written and verbal communication skills with an excellent telephone manner.
• The ability to work in a fast paced environment under pressure able to prioritise tasks and work under own direction
• Possess good IT skills.  Including proficient with Microsoft Office: Word/Excel/Outlook
• Able to persuade and influence people to engage in service improvements.

The London Clinic has charitable status which is fundamental to our identity and how we operate, enabling our teams to invest in treatments, technology and facilities that benefit our patients, staff and the wider community.

We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). If you would like further information about our safer recruitment policy then please contact a member of our recruitment team.

The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups;