Customer Service Advisor

The London Clinic; City of Westminster; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Annual leave - 25 days + bank holidays

Life insurance

Private medical cover

Pension scheme with employer matched

Employee assistance programme

Blue light card discounts

Cycle to work scheme

Electric car scheme

Subsidised staff restaurant

Recognition programmes

Job summary

The London Clinic is seeking a Customer Service Advisor in London to coordinate bookings across consultant appointments, pre-assessment and inpatient services. You will ensure accurate processing, pre-authorization, and payment details while delivering a first-class patient experience.

You will act as a trusted contact for patients, consultants and colleagues, handling enquiries with professionalism and empathy.

Qualifications

• GCSEs or equivalent in English and Mathematics.
• Experience in a busy administrative or customer service environment.
• Excellent organisational, interpersonal and communication skills, with a professional telephone manner.
• Strong patient focus and commitment to delivering exceptional customer service.
• Ability to handle confidential and sensitive information appropriately.
• Able to work under pressure, prioritise workloads and adapt to changing demands.
• Good IT skills, including Microsoft Word, Excel and Outlook.
• Strong attention to detail and accurate data entry skills.
• Flexible, proactive and positive team player who works well with colleagues and healthcare professionals.
• Commitment to treating patients and colleagues with respect and dignity, in line with The London Clinic's values.

Responsibilities

• Process and accurately book requests for investigations, appointments and inpatient stays, liaising with relevant clinical teams.
• Ensure patient bookings and required information are accurately recorded on Meditech, including any specialist equipment, prostheses or high-cost drugs.
• Maintain accurate and up-to-date patient and booking information.
• Liaise with clinical and support teams regarding admissions, cancellations, changes and any special requirements.
• Provide patients with appointment and admission confirmations, including relevant information and admission packs.
• Liaise with patients, insurers and sponsors to obtain pre-authorisation, pre-verification and/or payment ahead of treatment.
• Manage emergency and out-of-hours admissions, ensuring appropriate authorisation, verification and documentation.
• Prioritise and complete daily tasks and workloads within agreed timescales.
• Identify opportunities to improve processes, data quality and the patient journey.
• Build effective working relationships with teams across the hospital, including the Matron's Office, Finance and International Office.
• Provide support and cover for colleagues as required, contributing to the smooth running of the department.
• Handle telephone and customer enquiries professionally, ensuring queries are followed through to resolution.
• Maintain confidentiality and comply with The London Clinic's policies, procedures and relevant statutory requirements.
• Communicate effectively with patients, colleagues and other stakeholders to ensure a high-quality service is provided.
• Undertake other duties appropriate to the role and grade as required by the Line Manager.

Skills

Organisational skills

Communication skills

Telephone manner

Patient focus

Confidential information handling

IT skills

Attention to detail

Team player

Education

GCSEs in English and Mathematics

Tools

Microsoft Word

Excel

Outlook

Job description

Job title: Customer Service Advisor

Location: London, NW1 4LJ

Salary: £30,000

Term: Permanent

Hours: Full-time, Monday - Friday, 8 am to 6 pm

Be part of a team that helps make every patient's journey as smooth as possible!

A little about the role

As a Customer Service Advisor, you'll play an important role in delivering an exceptional experience for our patients from the moment their appointment or admission is arranged. Working as part of our Customer Service Team, you'll coordinate a wide range of bookings across consultant appointments, Cardiology, Radiology, inpatient and day-case services, pre-assessment and Endoscopy.

You'll make sure every booking is accurately processed, appropriately pre-authorised and has the correct means of payment in place, helping ensure patients are fully prepared for their admission.

Just as importantly, you'll be a trusted point of contact for our patients, consultants and colleagues, managing enquiries with professionalism, empathy and efficiency. You'll take ownership of queries from start to finish, resolving them within agreed timescales and always looking for ways to deliver a first-class service.

What you'll be doing

• Process and accurately book requests for investigations, appointments and inpatient stays, liaising with relevant clinical teams.
• Ensure patient bookings and required information are accurately recorded on Meditech, including any specialist equipment, prostheses or high-cost drugs.
• Maintain accurate and up-to-date patient and booking information.
• Liaise with clinical and support teams regarding admissions, cancellations, changes and any special requirements.
• Provide patients with appointment and admission confirmations, including relevant information and admission packs.
• Liaise with patients, insurers and sponsors to obtain pre-authorisation, pre-verification and/or payment ahead of treatment.
• Manage emergency and out-of-hours admissions, ensuring appropriate authorisation, verification and documentation.
• Prioritise and complete daily tasks and workloads within agreed timescales.
• Identify opportunities to improve processes, data quality and the patient journey.
• Build effective working relationships with teams across the hospital, including the Matron's Office, Finance and International Office.
• Provide support and cover for colleagues as required, contributing to the smooth running of the department.
• Handle telephone and customer enquiries professionally, ensuring queries are followed through to resolution.
• Maintain confidentiality and comply with The London Clinic's policies, procedures and relevant statutory requirements.
• Communicate effectively with patients, colleagues and other stakeholders to ensure a high-quality service is provided.
• Undertake other duties appropriate to the role and grade as required by the Line Manager.

What we're looking for

Essential:

• GCSEs or equivalent in English and Mathematics.
• Experience working in a busy administrative or customer service environment.
• Excellent organisational, interpersonal and communication skills, with a professional telephone manner.
• Strong patient focus and commitment to delivering exceptional customer service.
• Ability to handle confidential and sensitive information appropriately.
• Able to work under pressure, prioritise workloads and adapt to changing demands.
• Good IT skills, including Microsoft Word, Excel and Outlook.
• Strong attention to detail and accurate data entry skills.
• Flexible, proactive and positive team player who works well with colleagues and healthcare professionals.
• Commitment to treating patients and colleagues with respect and dignity, in line with The London Clinic's values.

Desirable:

• Previous healthcare administration experience, ideally within a private healthcare or medical practice setting.
• Experience using Meditech.
• Experience of billing, raising invoices and collecting patient payments.
• Experience handling cash and credit card payments.
• Experience working with patient accounts or insurance pre-authorisation.
• Ability to remain calm and professional when dealing with distressed or emotional situations.

About us

At The London Clinic, everything starts with our people. Whether you're at the bedside or behind the scenes, your part of something bigger - making a real difference to patients and to each other, every day.

As the UK's largest independent charitable hospital, we care for over 120,000 patients each year. What makes us different is what we do with that success - we reinvest it back into our services, our technology, and, most importantly, our people. From developing, innovative, new ways of delivering care to supporting continuous learning and career progression, we're always looking ahead.

We are incredibly proud to be the only independent healthcare provider included in the Top 10 of the Financial Times' UK Best Employers Survey 2026.

What's in it for you

• Annual leave - 25 days + bank holidays
• Life insurance - Get life cover worth four times your salary, whether you're full-time or part-time.
• Private medical cover - Once you've passed probation, our employee medical scheme gives you fast-track access to private healthcare.
• Pension - Join our matched pension scheme and enjoy up to 10% contributions.
• Employee assistance programme - From stress to practical guidance, our counselling service has your back.
• Blue light card - Unlock thousands of discounts! From supermarkets to holidays, fashion, tech, and days out, your Blue Light Card makes it all cheaper.
• Cycle to work - Pedal your way to a healthier, greener commute! Enjoy tax-free benefits while reducing your carbon footprint.
• Electric car scheme - Our Electric Car Scheme makes switching to a cleaner, eco-friendly ride simple and affordable.
• Subsidised staff restaurant - Dig into a variety of tasty, healthy meals without denting your wallet.
• Recognition programmes - Celebrate wins big and small! Our Recognition Programmes make sure your hard work doesn't go unnoticed.

How to find us:

Our main hospital is based at:

20 Devonshire Place, London, W1G 6BW

Located in central London near Harley Street, we are within walking distance of:

• Oxford Circus
• Bond Street
• Baker Street
• Great Portland Street

This role will be based from:

1 Park Square West, London, NW1 4LJ

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.

The London Clinic values a diverse workforce and welcomes applications from all backgrounds. If you have the skills and experience for the role, we encourage you to apply. We are committed to supporting candidates throughout the recruitment process and will make reasonable adjustments where needed - please let us know if there is anything we can do to support you.