We have an exciting opportunity for a Customer Service Advisor to join our Patient Liaison Team here at The London Clinic, based at our head off on Park Square West. We are offering a competitive inclusive salary range of £29,216 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

The Customer Service Advisor as part of the Patient Liaison Admissions Team will work as a part of the wider Customer Services Team to act as the first point of contact for patients, Consultant secretaries, third parties in securing insurance pre-authorisation and self-funding hospital deposits for upcoming admission.

The post holder will guide patients through the admission process and gather relevant personal, financial information through pre-admission screening checks, and providing continuous administrational support through to discharge with PMI, self-funding patients whilst delivering a high-quality customer service.

• Job Type: This is a full-time, permanent position working 37.5 hours per week.
• Shift Pattern: 37.5 hours per week
• Job Location: 1 Park Square West, London, NW1 4LJ (Close to Regents Park/Baker St tub
• Salary: The attractive inclusive salary range for this role is £29,216 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

• Greet all patients and visitors with a friendly and professional manner.
• To ensure all patients are financially cleared and pre-authorised prior to admission/appointment using relevant systems and processes and for on-going treatment plan changes.
• Verify patient's medical insurance details and levels of cover prior to admission and ensure that patients are fully aware of the extent of their cover, verbally and written.
• Maintain accurate and up to date information on the hospital database applications during the patient journey.
• Ensure self-pay agreement for each visit are signed and scanned to the patient booking file.
• Ensure Letters of Guarantee for each visit are scanned to facility International LOGS folder.
• Action financial transactions to maximise revenue capture and reduce any financial risk.
• Maintain close liaison with patient, Consultant Secretary, Ward, Clinical Site Teams, and Medical Insurance Companies for extended stay patients, facilitating medical reports/PMI extensions as necessary.
  

Skills & Experience

• Previous Administrative experience is desired, ideally private healthcare.
• Ability to manage a diverse workload within a fast-paced, admin-based environment.
• Good general level of education.
• Excellent spoken and written English.
• Working empathetically and to treat patients and colleagues with respect and dignity.
• Strong sense of patient focus, and delivering exceptional customer service in a healthcare setting.
• Strong IT skills, and experience with Microsoft Office package.

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; if you think you have the skills and experience for the job, please apply - we would love to hear from you regardless of your background.