Job summary
We have an exciting Internal opportunity for a Patient Support Manager to join our Front of House team at The London Clinic, based at our Head Office in London (NW1 4LJ). We are offering a competitive salary.
Main duties of the job
The Patient Support Manager is responsible for the management of a multi-functional administration and reception team, running hospital appointments for outpatients & imaging providing the highest quality patient and customer experience. The post holder will be responsible for overseeing the services provided, ensuring that the required service levels are consistently achieved, and will develop KPIs/targets and inject energy and drive into the Patient Support Team.
The Patient Support Manager will oversee that all enquiries are dealt with effectively to deliver high quality customer service, with appointments for consultations, radiology, therapies, radiotherapy and all outpatient diagnostics are processed, registered and paid or authorised in readiness for the patient visit.
The role will focus on continuous process improvement to ensure ease of access to our services for patients, consultants and secretaries. The post holder will have innovative ideas of initiative to drive growth, and will take these through to implementation and measurement of success.
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 two minimally invasive/day surgery theatres. Speciality areas include, General surgery; ENT; Gynaecology; Hepatobiliary; Neuro-spinal; Ophthalmic; Orthopaedic; Plastic and reconstructive; Robotic; Urology; Vascular & 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 its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups; if you think you have the skills and experience for the job, please apply - we would love to hear from you regardless of your background.
Job description
Job responsibilities
The below outlines the key duties and responsibilities of this role. For a full description of the role requirements, please see the attached Job Description and Person Specification.
Key Duties
- Develop, maintain and grow a high-performance team of receptionists and administrators, including the direct line management of Patient Support Leads.
- Manage departmental budgets effectively, develop and implement strategies to increase revenue in line with agreed objectives.
- Energise and motivate staff to create an enthusiastic environment to achieve revenue targets through targeted sales, pricing and delivery activities.
- Ensure that team members are fully trained in their areas of expertise and that a continual induction and development program is employed. Create workforce plan and lead on associated recruitment, induction and training activity
- Develop and maintain relationships with consultants, secretaries and other stakeholders to enable competitive, smooth, timely and effective service delivery.
- Develop and implement performance targets for the Patient Support teams and Leads, measure staff against these by way of formal appraisal, regular one-to one's and quality audits, providing staff with coaching and feedback.
We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). If you would like further information about our safer recruitment policy then please contact a member of our recruitment team.
Job description
Job responsibilities
The below outlines the key duties and responsibilities of this role. For a full description of the role requirements, please see the attached Job Description and Person Specification.
Key Duties
- Develop, maintain and grow a high-performance team of receptionists and administrators, including the direct line management of Patient Support Leads.
- Manage departmental budgets effectively, develop and implement strategies to increase revenue in line with agreed objectives.
- Energise and motivate staff to create an enthusiastic environment to achieve revenue targets through targeted sales, pricing and delivery activities.
- Ensure that team members are fully trained in their areas of expertise and that a continual induction and development program is employed. Create workforce plan and lead on associated recruitment, induction and training activity
- Develop and maintain relationships with consultants, secretaries and other stakeholders to enable competitive, smooth, timely and effective service delivery.
- Develop and implement performance targets for the Patient Support teams and Leads, measure staff against these by way of formal appraisal, regular one-to one's and quality audits, providing staff with coaching and feedback.
We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). If you would like further information about our safer recruitment policy then please contact a member of our recruitment team.
Person Specification
Knowledge and Skills
Essential
- Ability to highly motivate and lead a team to deliver objectives and achieve targets
- Relationship building with both internal and external stakeholders, up to and including senior level
- Expertise in developing, implementing and continually monitoring fit for purpose operational processes
Qualifications
Essential
- No formal vocational requirements are required for this role
Experience
Essential
- Proven management experience in a target driven administration team
- Previous experience in a health setting and medical environment
- Significant experience of change management, developing training programs, and implementing SLAs/KPIs to drive performance
Desirable
- Experience of working within the private healthcare sector
Person Specification
Knowledge and Skills
Essential
- Ability to highly motivate and lead a team to deliver objectives and achieve targets
- Relationship building with both internal and external stakeholders, up to and including senior level
- Expertise in developing, implementing and continually monitoring fit for purpose operational processes
Qualifications
Essential
- No formal vocational requirements are required for this role
Experience
Essential
- Proven management experience in a target driven administration team
- Previous experience in a health setting and medical environment
- Significant experience of change management, developing training programs, and implementing SLAs/KPIs to drive performance
Desirable
- Experience of working within the private healthcare sector
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.
