Customer Service Advisor

The London Clinic; London; On-site; GBP 28,000; Full time

Job summary

Join a leading private hospital, The London Clinic, as a Customer Service Advisor in London. You will play a crucial role in ensuring patient appointments are smoothly processed, providing exceptional service to patients and stakeholders. This full-time position offers a competitive salary and benefits including annual leave, pension schemes, and opportunities for career development.

Benefits

Pension scheme (up to 20%)

Private Medical Healthcare

33 days annual leave (including bank holidays)

Season ticket loan

Retail discounts

Career development opportunities

Access to further education

Qualifications

• Strong organizational and interpersonal skills.
• Excellent written and verbal communication, with a professional telephone manner.
• Ability to handle sensitive patient data confidentially.

Responsibilities

• Process requests for investigations, appointments, and inpatient stays.
• Liaise with clinical teams regarding bookings.
• Manage customer inquiries and provide appointment confirmations.

Skills

Customer Service

Organizational Skills

Communication Skills

Confidentiality

Proficiency in Microsoft Office

Job description

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.

Established in 1932, The London Clinic is one of the UK’s largest private hospitals, featuring 8 state-of-the-art facilities and approximately 1350 employees dedicated to providing expert, personalized treatment and care. Our main hospital spans 8 floors with over 150 patient beds and 10 operating theatres, including a Hybrid theatre and two minimally invasive/day surgery theatres. Our specialties include General Surgery, ENT, Gynaecology, Hepatobiliary, Neuro-spinal, Ophthalmic, Orthopaedic, Plastic and Reconstructive, Robotic, Urology, Vascular, and Bariatric Surgery.

Job Profile

As part of our Customer Service Team, you will ensure that all appointments and bookings—such as Consultant & Outpatient, Radiology, Inpatient, Day-case, Medical, Pre-assessment, and Endoscopy—are processed, pre-authorized, and payment methods identified and captured in readiness for patient admission.

You will manage customer enquiries effectively, resolving and closing them within agreed timescales while delivering first-class service to all stakeholders.

Additional Details

• Job Type: Full-time, Permanent, 37.5 hours per week
• Job Location: 1 Park Square West, London, NW1 4LJ
• Salary: £27,825 per annum (inclusive)
• Benefits: Pension scheme (up to 20%), Private Medical Healthcare, 33 days annual leave (including bank holidays), season ticket loan, retail discounts, career development opportunities, and access to further education.

Key Duties

• Processing requests for investigations, appointments, and inpatient stays, ensuring accurate booking and liaising with clinical teams.
• Processing bookings on Meditech, capturing full data sets, and managing special requirements such as prostheses or high-cost drugs.
• Updating Meditech with hospital registration and booking details.
• Communicating with clinical wards and theatres about patient requirements, admissions, or cancellations.
• Providing confirmation of appointments and admissions to patients via post and email, including sending information packs.
• Liaising with patients, insurers, and sponsors for pre-authorisation, pre-verification, and payment arrangements.

Skills & Experience

• Patient-focused with a commitment to delivering exceptional customer service.
• Ability to handle sensitive patient data confidentially.
• Strong organizational and interpersonal skills.
• Excellent written and verbal communication skills, with a professional telephone manner.
• Ability to work efficiently under pressure, prioritize tasks, and work independently.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Persuasive and influential in engaging service improvements.

The London Clinic is a charitable organization committed to safeguarding and protecting vulnerable populations through robust recruitment practices, including potential DBS checks. We value diversity and welcome applicants from all backgrounds.