Head of Client Relations

TN United Kingdom; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player in healthcare is seeking a Head of Client Relations to lead their International office team. This pivotal role involves ensuring exceptional service delivery for Ultra High Net-Worth and High Net-Worth patients. With a focus on personalized care, the successful candidate will manage team performance, implement robust procedures, and foster strong relationships with referrers. Join a supportive organization that values your contributions and offers excellent career development opportunities, all while working in the heart of London's medical community.

Benefits

Private Medical Healthcare

Pension scheme

33 days annual leave

Season ticket travel loan

Discounts with retailers and services

Career development opportunities

Qualifications

• Experience managing teams and performance in a healthcare setting.
• Strong communication skills to engage with various audiences.

Responsibilities

• Manage the International office team and ensure high-quality patient experiences.
• Implement a CRM system and develop relationships with key referrers.

Skills

Exceptional customer service skills

Ability to communicate effectively

Proficiency in handling patient feedback

Team player

Coaching team members

Tools

CRM system

Job description

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We have an exciting opportunity for a Head of Client Relations to join our Operations Team here at The London Clinic. This role is a based in our offices on 20 Devonshire Place, London (W1G 6HL). We are offering a competitive salary.

Established in 1932, The London Clinic is one of the UK's largest private hospitals, with 8 state-of-the-art facilities located in the heart of London's medical community around Harley Street. We have circa 1350 employees, and we are dedicated to providing our patients with expert, individualised treatment and care. We cover a comprehensive range of services, including complex medical and surgical procedures plus a range of cancer services. The London Clinic has a supportive and warm working culture where your contribution is valued, and you can help us deliver our three core values of "We go further", "We work as one" and "We personalise care."

Job Profile

The Head of Client relations will be accountable to the Clinical Operations Director for the delivery of outstanding pathways for Ultra High Net-Worth (UHNW) and High Net-Worth (HNW) patients at The London Clinic.

Success from the role will be both consolidating and growing the reputation of The London Clinic as the leader in London for bespoke health service delivery for UHNW/HNW patients. This means not only ensuring outstanding levels of personalised service but also ensuring very robst confidentiality and discretion at all times.

• Job Type: This is a full-time, permanent position.
• Shift Pattern: 37.5 Hours per week working 5 days from 7
• Job Location: 5 Devonshire Place, London, W1G 6HL (Close to Regents Park/Baker St tube stations).
• Benefits package: We offer a comprehensive package which includes a contribution pension scheme (total annual contribution up to 20%), Private Medical Healthcare, 33 day's annual leave (inclusive of bank holidays), season ticket travel loan, and a wide range of discounts with a variety of retailers and services. We also offer excellent career development; with clear career pathways and access to further education.

Key Duties

• Provide effective day to day management of the International office team, including recruitment, performance management, appraisal & mandatory training and staff development.
• Ensure that robust and clear standard operating procedures are in place for all administrative and processes within the International team ensuring that they comply with The Clinic's values as well as The Clinic's policies, procedures and SOP's.
• Lead on the implementation of a CRM system within the International Office.
• Ensure clear and robust processes are in place for the identification and charging of international patients, managing the LOG / GOP requests ensuring that no patient gets treatment without the appropriate level of cover in place and lead on the recovery of "missing" LOGs.
• Develop good relationships with key referrers and advise on any issues or opportunities.
• Ensure that The Clinic's International patient pathway and experience and service standard is well understood by international patients, ensuring Service Excellence. Provide and support and guidance on all matters related to International patients.
• Work pro-actively across The Clinic, ensuring engagement with key pieces of work as required and providing support to ensure the effective day to day management and delivery of International patient services.

Skills & Experience

• Able to communicate to a wide range of audiences, from the most junior to the most qualified.
• Exceptional customer service skills to ensure high quality patient experience
• Ability to anticipate and address the needs of patients and their families
• Proficiency in handling patient feedback professionally and empathetically
• A team player that can build effective relationships with other board members / senior leaders.
• Able to coach team members to improve their performance, and build team capability.

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.

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 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.