Patient Services & Appointment Booking Specialist

The London Clinic; Greater London; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

25 days annual leave

Life insurance

Private medical cover

Pension matching

Employee assistance programme

Blue light card discounts

Cycle to work

Electric car scheme

Subsidised staff restaurant

Recognition programmes

Job summary

The London Clinic in London, NW1 4LJ, is seeking a Customer Service Advisor to ensure every patient’s journey is smooth from booking to admission. You’ll coordinate consultations, pre-authorisations and payments, acting as the main point of contact for patients, consultants and staff with professionalism and empathy.

The role requires strong organisational and communication skills, experience in busy admin or customer service, and proficiency with Word, Excel and Outlook.

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.

Responsibilities

• Process and accurately book requests for outpatient appointments and inpatient scans, liaising with relevant clinical teams.
• Ensure patient bookings and required information are accurately recorded on Meditech and Soliton.
• Maintain accurate and up-to-date patient and booking information.
• 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.
• 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, Clinical areas, 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.
• Sending patient email conformation for appointments.
• 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

Interpersonal skills

Communication skills

Telephone manner

Patient focus

Data entry

IT skills

Microsoft Word

Microsoft Excel

Microsoft Outlook

Confidentiality

Team player

Education

GCSEs English and Maths

Tools

Meditech

Job description

The London Clinic in London, NW1 4LJ, is seeking a Customer Service Advisor to ensure every patient’s journey is smooth from booking to admission. You’ll coordinate consultations, pre-authorisations and payments, acting as the main point of contact for patients, consultants and staff with professionalism and empathy.

The role requires strong organisational and communication skills, experience in busy admin or customer service, and proficiency with Word, Excel and Outlook.