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NB: This vacancy closed to applications on 19/11/2021.

Patient Services Advisor (Reservations)

Job Reference: J223-A-21-2522

The London Clinic
Customer Services
£22,000 - £25,000

We have an exciting opportunity for a Patient/Customer Service Advisor to join our Reservations team within our Contact Customer Services Centre here at The London Clinic. This role is based in our Head Office in Central London (close to Regents Park & Baker St tube stations), with a competitive salary on offer up to £25,000 per annum.

Established in 1932, The London Clinic is one of the UK’s largest private hospitals, with state-of-the-art facilities located on Harley Street. We have circa 1300 employees, a total of 8 premises, and we are dedicated to providing the best, personalised healthcare with a breadth of surgical and medical expertise.


Job Profile

As a Patient/Customer Service Advisor you will work as part of the team to ensure that all Inpatient, Day-case and Medical bookings are processed. You will ensure all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales, whilst providing a first class service to all stakeholders at all times.

  • Job Type: Full Time, permanent position(37.5 hours p/week)
  • Working Pattern: The contractual working hours are officially 5x shifts p/week between the hours of 7am to 8pm; Monday to Sunday. Having said that the shift patterns at the moment are typically Monday to Friday, however this will change in the future hence flexiablity is required.
  • Location: The London Clinic Head Office - 1 Park Square West, London, NW1 4LJ.
  • Benefits package: We offer a comprehensive package including a contributory pension scheme (total annual contribution up to 20%), Private Medical Healthcare, 33 days annual leave (inclusive), as well as a wide range of other benefits. We also offer excellent career development opportunities.


Duties & Responsibilities

  • 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 admissions, updates or urgent changes in readiness for patient admissions or cancellations.
  • Provide patients confirmation of their appointments by post and email where applicable, sending “To Come In” packs containing our clinic information brochure, admission letters and other key information.


Skills & Experience

  • Excellent customer service experience with previous experience of working within a healthcare administrative environment, with a basic understanding of medical terminology.
  • Strong sense of patient focus, demonstrating a proactive, flexible approach to customer care.
  • Excellent organisational, communication and interpersonal skills with an excellent telephone manner.
  • Results driven individual, with high levels of determination and initiative with the ability to handle high level customer calls within a high pressured, performance driven environment.
  • Possess good IT skills, including highly proficient with Microsoft Office: Word/Excel/Outlook.


The London Clinic has a supportive and warm working culture where your contribution is valued, and you can help us provide the best, personalised healthcare, and deliver our three core values of; Caring, Inspiring and Pioneering.We are an organisation that has charitable status and this helps us to drive forward our mission of reinvesting our income to deliver better patient outcomes.

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.

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