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: Monday to Saturday, between the hours of 7:30am and 8:00pm (37.5 hours per week)

Location: Between 33 Grosvenor Place, London, SW1X 7HY and 24 Portland Place, London, W1B 1LU (fully on-site)

Contract: Full-Time & Permanent

What are we looking for?

Reporting to the Access Team Lead, the Patient Plus Senior provides bespoke, end-to-end support for High Net Worth individuals, Executive Health patients, Concierge members, corporate clients and key GP referrers accessing care at Cleveland Clinic London.

The role is responsible for managing external stakeholder relationships, supporting timely service delivery and maintaining consistently high standards. It ensures each patient receives a seamless, discreet and highly personalised experience, underpinned by service excellence, confidentiality and compassion.

What will your duties include?

• Senior member of the Patient Plus team, leading by example to deliver outstanding levels of customer service as a first point of contact in the patient plus journey
• Assist with the maintenance of adequate staffing levels, performing tasks such as rota amendments, helping to arrange cover during holiday periods and organising breaks
• Assist with coordinating agendas and the development of team meetings
• Support the wider team on behalf of Access Team Lead, facilitating weekly 1:1s with coordinators
• As senior will steer the team through the daily management of the Appointment Requests, work queues, ensuring all patients with outstanding registration data are contacted and scheduling is completed in accordance with agreed time scales
• Expedites and coordinates all aspects of healthcare visits throughout Cleveland Clinic London for designated patients and their families, providing individualised service.
• Facilitates the communication for patients and their families and acts as a liaison with Clinical staff, Patient Experience Team, Patient Support Services, and Clin Ops Leadership to resolve patient issues
• Communication; appointment coordination, health system navigation, conflict resolution
• Coordinate patient services, such as scheduling health assessment screens, ne and follow-up medical appointments and gathering patient medical reports, x-rays, etc.
• Support office operations by carrying out administrative tasks, telephone/email queries, calling patients to confirm appointments, document encounters, data entry, verifying and scheduling future appointments, filing and photocopying.
• Monitor the correct and timely collection of accurate patient demographics and financial information
• Provides timely follow-up to requests and communication to minimize negative consequences.
• Utilise systems and software such as Outlook, Epic, and other hospital software.
• Oversight of access for CCL executive health and corporate clients into GPI programs, ensuring efficient and effective management of corporate clients and concierge members
• Investigating and responding to issues, incidents, and complaints relating to service operation.
• Manage relationship with external stakeholders, ensuring on time delivery and high standard of work
• Maintain and analyse programme data relating to volume, patient experience, to provide insight into performance and inform performance solutions where required.
• Other duties as assigned

What we need from you?

• Demonstrable relevant experience in healthcare setting (essential)
• Previous Primary Care experience (desirable)
• Demonstrable experience of working in a high-end customer service environment, Corporate VIP customer service or similar high-touch complex customer service (essential)
• Demonstrable experience of providing administrative support, including drafting complex letters, summarising medical reports and similar higher-level administrative tasks (essential)
• Computer proficiency using Microsoft Office (particularly Outlook, Word, Excel, Power Point) (essential)

What can we offer you?

As a private hospital with no shareholders, we reinvest profits back into our organisation. This means we can offer tailored support and development for caregivers, alongside benefits such as:

• 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

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.

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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.

“Let’s deliver World Class care together!”

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.