Patient Ambassador Lead

Job Summary

Salary: Competitive, Depending on Experience

Hours: Monday to Friday, 9am to 5pm (some flexibility required)

Location: Based at 33 Grosvenor Place, London SW1X 7HY, but may be required to travel to other sites (fully on-site role)

Contract: Full-Time & Permanent

What are we looking for?

Reporting to the Head of Global Patient Services (GPS), the role of the GPS Patient Ambassador Lead is acting as the business liaison link between the hospital service lines, including Rehabilitation Centre and the embassies in all areas of service delivery. The role also involves interpreting, administrative duties and supporting Head of GPS in the day-to-day administration managing of the office. The postholder will also be the deputy in the absence of the department head.

The Global Patient Services (GPS) Department within Cleveland Clinic London will provide bespoke comprehensive support that caters to specific cultural and unique needs of both international and high net worth patients seeking care at Cleveland Clinic London.

What will your duties include?

• Managing the fast-track referral database/process for all international patient referrals from health, military offices, embassies, self-pays and international insurances including arranging appointments, registration, admissions in conjunction with Head of GPS/GPS case manager/GPS Hospitalist.
• Maintaining efficient and effective communication with all key stakeholders.
• Liaising with Preg logs team to ensure receipt of letters of guarantees prior to the patient’s arrival for treatment and to ensure that funding is agreed throughout the duration of their stay for any additional procedures or treatment.
• Handling office operations including answering telephone queries, patient requests, daily ward updates, ward round rounds.
• Participating in an out-of-hour telephone service for international patients.
• Supporting Head of GPS in the day-to-day case management of all international patients at the Cleveland Clinic London and in hosting visits from embassies and overseas VIPS.
• Ensuring every aspect of the hospital visit for the international patients and their families is seamlessly managed and finalised, enhancing their overall experience while fostering a positive and lasting relationship with the hospital that strengthens their trust and continued support.
• Liaising with patients and their families to organise relevant support services including but not limited to lodging, transport, additional security, and bespoke hospitality requests.
• Maintaining positive working relationships with clinicians and all Cleveland Clinic caregivers interacting with patients and their families while representing the Cleveland Clinic at the highest level.
• Administration coordination role including assisting in arranging direct admissions to the hospital/AAU/hospital transfers as required/outpatient appointments and investigations in conjunction with Head of GPS/GPS case manager/embassy referring doctors/CCL consultants.
• Managing the transfer centre in conjunction with GPS case manager.
• Handling all visit related requests and partnering with our internal teams to advance the philanthropic and financial objectives of our organisation.
• Adhering to all organisation policies and procedures, with specific focus on those related to customer relations, patient confidentiality and hospitality.
• Assisting with process improvement, problem resolution, and service recovery related to patient service.
• Facilitating communications for patients and their families and expediting release of medical records to and from outside facilities.
• Other duties as assigned.

What we need from you?

• Significant experience in the healthcare sector with strong knowledge of medical terminology and vocabulary, gained through formal study or practical work experience (essential).
• Proven experience in customer service, client development, or account management within the hospitality sector (essential).
• Extensive people management experience, including responsibility for performance management, conducting one-to-one meetings, and day-to-day operational leadership of a team (essential).
• Demonstrated ability to communicate effectively at all levels of the organisation, with excellent written and verbal communication skills (essential).
• Proven track record in a customer-facing role within the luxury hospitality or healthcare industry (essential).
• Professional interpreting experience in Russian, Mandarin or Arabic (highly desirable).

What can we offer you?

• 25 days annual leave plus Bank Holidays.
• Double-matched salary exchange pension – contribute 5% and we’ll contribute 10%.
• Private Medical & Dental Insurance.
• Life Assurance.
• Season Ticket Loan & Cycle to Work schemes.
• Workplace Nursery Scheme.
• Wellbeing Hub with mental health, coaching and EAP support.
• Earned Wage Access - get early access to part of your pay when needed.
• Access to discounts on food, retail, and more.

Who we are?

Cleveland Clinic is one of the leading providers of specialised medical care in the world, providing clinical excellence and superior patient outcomes for almost 6 million patient visits per year across more than 200 locations. We employ over 80,000 caregivers worldwide and continue to drive innovation in healthcare. With over 100 years of history, our “Patients First” philosophy is at the heart of everything that we do.

If you would like to know more, please email.

Applicant shortlisting and interviews may take place whilst the advert is live, so it may close sooner than expected - please submit your application as soon as possible. Due to the volume of applications, we are not always able to provide individual feedback.

Disclosure and Barring Service (DBS) Check: This role may be subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order (as amended) and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (DBS) to check for any previous criminal convictions.

As an equal opportunities employer, we aspire to work together to promote a more inclusive work environment, which represents our commitment to celebrate diversity.