International Office Manager

Location: The London Clinic, London

Job Type: Permanent / Full-time

Hours: 37.5 hours per week - Monday to Sunday as rostered

We are currently looking to recruit an International Office Manager to oversee the day-to-day operations of the International Office, ensuring the delivery of a responsive, efficient, and high-quality service for international patients. The post holder will play a key role in managing workflows, leading a team, and developing strong relationships with international purchasers, consultants, and key stakeholders. The role will also focus on driving service improvements, maintaining high standards of patient experience, and identifying opportunities to grow international business activity.

About us: Established in 1932, The London Clinic is one of the UK's largest private hospitals, with eight state-of-the-art facilities in the heart of London's medical community around Harley Street. As a charity, we reinvest in cutting-edge treatments, technology, and facilities to benefit our patients, staff, and the wider community. We offer a comprehensive range of services, from complex medical and surgical procedures to specialist cancer care. The London Clinic is known for its supportive, collaborative culture where every contribution is valued, guided by our core values: We go further, We work as one, We personalise care.

Key Duties:

• Provide effective day-to-day management of the International Office team, including recruitment, performance management, appraisals, and staff development.
• Oversee daily workflows including staffing, rostering, database trackers, and mailbox management.
• Ensure robust standard operating procedures (SOPs) are in place and aligned with organisational policies and values.
• Lead on data capture, data quality, and development of KPIs and performance metrics.
• Maintain accurate and up-to-date documentation for all international patient administrative processes.
• Develop and maintain intelligence on competitors and international markets.
• Oversee referral management through the CRM system (Dynamics).
• Lead departmental risk assessment processes, including reporting and staff training.
• Oversee the end-to-end billing process, ensuring efficient coordination with finance teams and external stakeholders.
• Manage LOG/GOP processes to ensure appropriate financial cover prior to treatment and lead recovery of missing documentation.
• Ensure staff are trained on purchaser portals and processes are clearly documented.
• Act as the lead for complaints and escalations, investigating and responding appropriately.
• Ensure a high standard of service excellence across the international patient pathway.
• Support delivery of the international patient strategy and governance framework.
• Collaborate on business development opportunities and maintain relationships with consultants and referral sources.
• Provide ad-hoc interpreting support where required.
• Participate in late duties, weekends, and bank holidays as required.

Skills and Experience:

• Degree-level qualification or equivalent experience.
• AMSPAR Medical Terminology (or equivalent knowledge/experience).
• Experience managing people or operational processes.
• Knowledge of private healthcare environments.
• Strong understanding of medical terminology.
• Awareness of cultural differences and their impact on patient care.
• Excellent communication and interpersonal skills.
• Strong organisational skills with the ability to prioritise and manage a busy workload.
• Ability to analyse data and produce reports.
• High level of IT literacy (MS Word, Outlook, CRM systems).
• Ability to work independently and as part of a team.
• Flexible, professional, and proactive approach.

Desirable:

• Experience in an international hospital department.
• Experience working with Middle Eastern government purchasers.
• Marketing knowledge.
• Fluency in English and Arabic.
• Qualification in Public Service Interpreting or clinical background.

Benefits:

• We offer a range of benefits including flexible working and excellent career development opportunities.
• Private Medical Insurance.
• Contributory pension scheme (total contribution up to 20%).
• 25 days holiday plus bank holidays.
• Life assurance.
• Travel season ticket loan.
• Family friendly benefits.
• A range of retail discounts.
• Excellent career development with clear pathways and access to further education.

We are committed to safeguarding and protecting all adults at risk, children, and young people through robust safer recruitment practices. Pre-employment checks, including an Enhanced DBS, may be required. The London Clinic is proud of its diverse workforce and welcomes applicants from all backgrounds. If you feel you have the skills and experience for this role, we encourage you to apply.