Job description

We have an exciting opportunity for a Customer Service Advisor to join our Customer Services team. This role is a based in our Head Office in Central London (NW1 4LJ), with a hybrid working model. We are also offering a competitive salary of £28,825 per annum plus a fantastic array of benefits.

Established in 1932, The London Clinic is one of the UK’s largest private hospitals, with 8 state-of-the-art facilities located in the heart of London’s medical community around Harley Street. We have circa 1350 employees, and we are dedicated to providing our patients with expert, individualised treatment and care. We cover a comprehensive range of services, including complex medical and surgical procedures plus a range of cancer services. The London Clinic has a supportive and warm working culture where your contribution is valued, and you can help us deliver our three core values of “We go further”, “We work as one” and “We personalise care.”

Job Profile

The Customer Service Advisor will work as part of the Customer Service Team to 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. They will also ensure 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 between Monday to Friday, with potential to cover weekends where needed depending on which department you join. Some departments also offer hybrid working after probation, but this is not universal across the whole of Customer Services.
• Hours: Mon-Fri - shifts between 7am-8pm, Sat - shifts between 7am-5pm & Sun - shifts between 8am-4pm, including bank holidays.
• Salary: £28,825 per annum
• Location: 1 Park Square West, London, NW1 4LJ (Baker Street and Regents Park stations)
• Benefits package:

Contributory pension scheme (total annual contribution up to 20%).
Private Medical Healthcare.
33 day’s annual leave (Inclusive of bank holidays).
Season ticket travel loan, family friendly benefits, and a wide range of discounts with a variety of retailers/services, plus much more.
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 the system and 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

• Ability to manage a diverse workload within a fast-paced, admin-based environment.
• Excellent written and verbal skills, 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.

Job Types: Full-time, Permanent

Salary: £28,825.00 per year

Benefits:

• Canteen
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Free flu jabs
• Health & wellbeing programme
• Life insurance
• Private medical insurance
• Referral programme
• Store discount
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Please confirm you are happy with a salary of £28,825 per annum?

Experience:

• Customer service: 1 year (required)

Work Location: Hybrid remote in London