Contact Centre Advisor

Cleveland Clinic; Greater London; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave + Bank Holidays

Private Medical & Dental Insurance

Life Assurance

Season Ticket Loan

Cycle to Work schemes

Wellbeing Hub

Earned Wage Access

Discounts on food, retail

Job summary

Cleveland Clinic London is hiring for an outpatient scheduling role in their central London office. You will be the first point of contact, handling all outpatient enquiries with excellent communication and accuracy.

You will collect demographic and financial data prior to visits, liaising with insurers to obtain authorisations and guiding patients through MyChart for self-management. The role is full-time, office-based, with a comprehensive benefits package including pension and private health

Qualifications

• Relevant experience in a healthcare or contact centre setting.
• Experience of patient bookings via hospital software (preferred).
• Proficient in Microsoft Office, including Excel and Word.
• Outstanding customer service, confidentiality and interpersonal skills.
• Ability to work effectively in both a team environment and independently.

Responsibilities

• Facilitate all outpatient scheduling requirements to ensure a highly efficient booking service.
• Contact patients with outstanding registration data and complete scheduling within time scales.
• Collect accurate demographic and financial details.
• Liaise with insurance companies to ensure authorisation is in place.
• Provide cost estimates to self-pay patients and collect fees where appropriate.
• Encourage sign up to the CCL MyChart App for patients to manage data.
• Assign incomplete bookings to the pre-registration queue for completion.
• Coordinate with clinical departments to maintain correct scheduling workflows.
• Communicate with clinical departments to deliver a seamless patient journey.
• Cross-train across all areas of Patient Access as required.
• Follow hospital policies, attendances and confidentiality rules.

Skills

Healthcare experience

Contact centre experience

Communication skills

Team player

Independent worker

Tools

Hospital scheduling software

Microsoft Office

Job description

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: £27007.50, rising to £28,500 upon probation completion

Hours: Monday to Saturday, shifts between 07:30am and 8:00pm (37.5 hours per week)

Location: 40 Grosvenor Place, London, SW1X 7AW - full-time in the office

Contract: Full-time, permanent

What are we looking for?

You will be supported by the Contact Centre Senior and will be responsible for all outpatient scheduling activity. You must be an excellent communicator and adaptable team player, and will act as a first point of contact to CCL, dealing with all outpatient enquiries. You will be responsible for the accurate and timely collection of all demographic and financial data required prior to the outpatient visit delivering excellent customer service in a busy hospital environment.

What makes us different?

Cleveland Clinic London offers a brand-new high-acuity environment with the very latest equipment, where caregivers are encouraged to grow their expertise across multiple specialties, and in collaboration with expert clinicians. Our Mission, 'Caring for life, researching for health, and educating those who serve', assures our unwavering commitment to professional development.

What will your duties include?

• Facilitate all scheduling requirements to ensure a highly efficient, customer focused outpatient booking service
• Work proactively and collaboratively to ensure all patients with outstanding registration data are contacted and scheduling is completed in accordance with agreed time scales
• Collect accurate and complete demographic and financial details
• Liaise with insurance companies and other payers to ensure relevant authorisation is in place
• Provide cost estimates to self-pay patients and collect fees where appropriate
• Promote and encourage sign up to the CCL MyChart App to enable patients to manage their own financial and demographic information
• Assign incomplete bookings as appropriate to the pre-registration work queue for completion (demographic and financial information)
• Liaise with relevant clinical departments to ensure correct scheduling workflows are maintained
• Communicate effectively with other relevant clinical departments within the hospital to deliver a seamless patient journey in all cases
• Cross train across all areas of Patient Access as required
• Follow hospital and department policies and procedures with special attention to attendance and punctuality, confidentiality, dress code and display of ID badge
• Complete mandatory education and training in order to maintain organisation and department specific competencies and requirements
• Other duties as assigned

What we need from you?

• Relevant experience in a healthcare related setting or Contact Centre (essential)
• Experience of patient bookings via hospital computer software (preferred)
• Computer proficiency in Microsoft Office, Excel, Word etc (essential)
• Outstanding customer service, communication, confidentiality and interpersonal skills (essential)
• Proven ability to step outside comfort level, adapt to new challenges and assist the team (essential)
• Ability to work effectively in both a team environment and independently (essential)

What we can offer you?

As a private hospital with no shareholders, we reinvest all profits back into our organisation. This allows us to provide meaningful, tailored support and development opportunities for our caregivers - alongside a range of benefits, including:

• 25 days annual leave plus Bank Holidays
• Double-matched salary exchange pension - contribute 5% and we'll contribute 10%
• Private Medical & Dental Insurance
• Life Assurance
• Season Ticket Loan & Cycle to Work schemes
• Workplace Nursery Scheme
• Wellbeing Hub with mental health, coaching and EAP support
• Earned Wage Access - get early access to part of your pay when needed
• Access to discounts on food, retail, and more

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.

If you would like to know more, please email [e-mail].

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.