Patient Ambassador Coordinator in London

Our vision is to be the best place for healthcare anywhere and the best place to work in healthcare. We believe that every life deserves world class healthcare.

Job Summary

• Salary: Competitive, Depending on Experience
• Hours: Rotating shift pattern Monday to Friday, between the hours of 8am and 8pm. Saturday shifts will be required on a 1-in-8 basis, 8am to 4pm. 37.5 hours per week.
• Location: Between 33 Grosvenor Place, London, SW1X 7HY (fully on-site)
• Contract: Full-time, permanent

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.

The Global Patient Services Coordinator coordinates patient services and responds to a wide variety of requests for international patients including relationship management, communication, health system navigation, conflict resolution, intensive problem solving and risk mitigation while assisting international patients and physicians, professional and administrative staff members and facilitating the coordination of care involving a broad spectrum of professional discipline, socioeconomic and cultural perspectives.

What will your duties include?

• Manage and facilitate GPS patients within the time frame requested including registration, travel arrangements, and facilitating patient payments.
• Support office operations by carrying out administrative tasks, including using the telephone, answering the phone, taking requests, calling patients to confirm appointments, document encounters, data entry, verifying and scheduling future appointments, filing and photocopying.
• Act as a liaison between Cleveland Clinic London and outside providers, specifically government entities such as foreign government embassies in Central London.
• Provide and secure necessary documentation to support international needs on a daily basis including collecting insurance information and medical documents to support international patients’ requests to travel to Cleveland Clinic London.
• Correspond with all parties involved and communicates relevant information with GPS management.
• Act as a liaison with Pre-Registration team and other ancillary departments on the patient's behalf.
• Ensure that patients and referring physicians are provided with timely reports.
• Maintain complete and up-to-date documentation and files at all times, including product and service quotes.
• Explain hospital resources, office protocols, and limitations to clinicians and patients; make appropriate referrals; serve as a cultural and linguistic resource to both patients and providers to contribute to successful outcomes.
• Perform duties in a spirit of teamwork and cooperation.
• Other duties as assigned by Head of Global Patients Services.

What we need from you?

• Previous work experience in a healthcare setting (essential)
• Demonstrable experience of working in a customer service environment (essential)
• Demonstrable experience of providing administrative support (essential)
• Significant experience in healthcare with knowledge of medical terminology and vocabulary obtained through study or work experience (desirable)
• Experience of providing customer service in a VIP/luxury setting (desirable)
• Able to speak or communicate in a second language (desirable)

What can we offer you?

• 25 days annual leave (plus bank holidays)
• Auto-Enrolment of 5% pension - Cleveland Clinic contributes 10% through Salary Exchange
• Life Assurance, Private Medical & Dental Insurance and Eye Care contributions
• Discounted gym facilities 24/7
• Holistic Employee Assistance Programme
• Workplace Nursery Scheme
• Season Ticket Loan
• Cycle to Work Scheme

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 recruitment@ccf.org. 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.

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. CCL is committed to applying its Equal Employment Opportunity/Workforce Diversity and Inclusion Policy at all stages of recruitment and privileging. Shortlisting, interviewing and selection will always be carried out without regard to any Protected Characteristics. When aware of the need to do so and when required, CCL will make reasonable adjustments to its arrangements for interviews and to conditions of employment/engagement for disabled applicants to ensure, so far as practicable, that they do not place such applicants at a substantial disadvantage in comparison to non-disabled applicants.