Job summary
We have an exciting opportunity for a Customer Service Advisor to join our Customer Service Team at The London Clinic, based at our main hospital site in London (W1G 6BW). We are offering a competitive inclusive salary of £27,825 per annum.
Main duties of the job
As part of our Customer Service Team you will ensure that all Consultant & Outpatient Appointments, Radiology Appointments, Inpatient, Day-case and Medical, Pre-assessment & Endoscopy bookings are processed, pre-authorised and means of payment identified and captured in readiness for the patient admission. You will ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales, whilst providing a first class service to all stakeholders.
About us
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 2 minimally invasive/day surgery theatres. Speciality areas include, General Surgery; ENT; Gynaecology; Hepatobiliary; Neuro-spinal, Ophthalmic, Orthopaedic, Plastic and Reconstructive; Robotic; Urology; Vascular and Weight loss surgery (bariatric surgery).
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.
The London Clinic is proud of our diverse workforce and is commited to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresenteed groups; if you think you have the skills and experience for the job, please apply - we would love to hears from you regardless of your background.
Job description
Job responsibilities
Key duties:
- To process all requests for investigations, appointments, and inpatient stays; ensuring they are accurately booked as requested onto the relevant clinical system, liaising closely with clinical teams.
- To accurately process all bookings onto Meditech ensuring that full and complete Minimum Data Set is captured along with additional requirements i.e. specialist kit, prosthesis, high-cost drugs etc.
- To collate and update Meditech with details captured from the hospital Registration Form and Booking Form.
- Update all relevant teams including clinical wards, theatres of any special requirements, expected admission, updates, or urgent changes in readiness for patient admissions or cancellations to all teams for full visibility.
- Provide patients confirmation of their appointments and admission by posts and email where applicable, sending "To Come In" packs containing our clinical information brochure, admission letters and other key information.
- To liaise with patients, insurers, and sponsors to gain pre-authorisation, pre-verification, and/or payment for treatment prior to admission using relevant systems and processes and for on-going treatment plan changes.
For further information of this role, please see the detailed Job Description attached.
Job description
Job responsibilities
Key duties:
- To process all requests for investigations, appointments, and inpatient stays; ensuring they are accurately booked as requested onto the relevant clinical system, liaising closely with clinical teams.
- To accurately process all bookings onto Meditech ensuring that full and complete Minimum Data Set is captured along with additional requirements i.e. specialist kit, prosthesis, high-cost drugs etc.
- To collate and update Meditech with details captured from the hospital Registration Form and Booking Form.
- Update all relevant teams including clinical wards, theatres of any special requirements, expected admission, updates, or urgent changes in readiness for patient admissions or cancellations to all teams for full visibility.
- Provide patients confirmation of their appointments and admission by posts and email where applicable, sending "To Come In" packs containing our clinical information brochure, admission letters and other key information.
- To liaise with patients, insurers, and sponsors to gain pre-authorisation, pre-verification, and/or payment for treatment prior to admission using relevant systems and processes and for on-going treatment plan changes.
For further information of this role, please see the detailed Job Description attached.
Person Specification
Qualifications
Essential
- Please see job description and person specification attached. ************************************************************
Experience
Essential
- Please see job description and person specification attached............................................
Person Specification
Qualifications
Essential
- Please see job description and person specification attached. ************************************************************
Experience
Essential
- Please see job description and person specification attached............................................
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
