The London Clinic | Patient Support Lead - Appointments & Enquiries

e have an exciting opportunity for a Patient Support Lead to join our Customer Service Team leading the Appointments and Enquiries team at The London Clinic, based at our head office in London (NW1 4LJ) on a 12 Month FTC. We are offering a competitive inclusive salary.

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 Patient Support Lead (PSL) is responsible for the line management of Patient Support/ Customer Service Advisors and the efficient day to day running of a multi-functional contact centre team consisting of consultant appointments, general enquiries, therapies and switchboard. The PSL will be responsible for providing clear and robust operational management whilst delivering high quality customer service. The post holder will manage sub teams and will have responsibility for staffing, team performance with a passion for continuous service improvement. Acting as \’shift leader\’, the PSL will have oversight of outpatient activity and bookings, pre-authorisations, pre-verification & payments for Self-Pay patients.

• Job Type: This is a full-time 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
• Contract type: 12 Month FTC
• Salary: Competitive
• 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

• Direct line management of Customer Service Advisors (CSA\’s) / call handlers maintaining high levels of service and quality to patients, consultants, medical secretaries and other stakeholders at all times
• Line manage the sub team for which the post holder is responsible for. Energise and motivate staff to create an enthusiastic contact centre environment
• To ensure that calls are answered in a timely way, bookings/ appointments are dealt with by CSAs efficiently and professionally over the phone, and all calls are taken with care and empathy
• Ensure that team members are fully trained in their areas of expertise and that a continual induction and development program is employed. Create workforce plan and lead on associated recruitment, induction and training activity
• Effectively rota the CSAs team shifts and schedule resources across all activities
• Work collaboratively with the other Leads to ensure consistent service excellence, and cross cover when required
• Undertake regular meetings with sub teams to ensure timely and accurate cascade of information and daily/ weekly performance review

Skills & Experience

• Ability to highly motivate and lead a team to deliver objectives and achieve targets
• Relationship building with both internal and external stakeholders, up to and including at a senior level
• Expertise in developing, implementing and continually monitoring fit for purpose operational processes
• Proven leadership experience in a target driven contact centre team
• Previous experience in a healthcare setting and medical environment
• Significant experience of developing training programs, and implementing SLAs/KPIs to drive performance

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.