Patient Support Manager - Outpatient & Imaging

The London Clinic; London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading private hospital in London seeks a Patient Support Manager to lead the Front of House team. This role involves managing a multi-functional team, ensuring high-quality patient experiences, and driving continuous improvement in service delivery. The successful candidate will have proven management experience and a background in healthcare, focusing on enhancing operational processes and team performance.

Benefits

Pension Scheme

Private Medical Healthcare

33 Days Annual Leave

Season Ticket Travel Loan

Career Development Opportunities

Qualifications

• Proven management experience in a target driven administration team.
• Previous experience in a healthcare setting desirable.
• Ability to highly motivate a large team.

Responsibilities

• Manage a multi-functional administration and reception team.
• Oversee service levels and develop KPIs/Targets.
• Ensure effective handling of patient enquiries and appointments.

Skills

Management

Customer Service

Change Management

Relationship Building

Job description

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We have an exciting opportunity for a Patient Support Manager to join our Front of House team at The London Clinic, based at our main site in London (W1G 6BW). We are offering a competitive inclusive 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 Patient Support Manager is responsible for the management of a multi-functional administration and reception team, running hospital appointments for outpatients & imaging, providing the highest quality patient and customer experience. The post holder will be responsible for overseeing the services provided, ensuring that the required service levels are consistently achieved, and will develop KPIs/Targets and inject energy and drive into the Patient Support Team.

The manager will oversee that all enquiries are dealt with effectively to deliver high quality customer service, with appointments for consultations, radiology, therapies, radiotherapy and all outpatient diagnostics are processed, registered and paid or authorised in readiness for the patient visit. The role will focus on continuous process improvement to ensure ease of access to our services for patients, consultants and secretaries. The post holder will have innovative ideas of initiative to drive growth, and will take these through to implementation and measurement of success.

• Job Type: Permanent, Full Time.
• Shift Pattern: 37.5 hours per week, Monday to Friday.
• Job Location: 1 Park Square West, London, NW1 4LJ with lots of time spent across our buildings on Harley Street and Devonshire Place.
• Salary: Competitive.
• Benefits Package: We offer a comprehensive package which includes a contribution pension scheme (total annual contribution up to 20%), Private Medical Healthcare, 33 days 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

• Manage departmental budgets effectively, develop and implement strategies to increase revenue in line with agreed objectives
• Develop, maintain and grow a high-performance team of receptionists and administrators, including the direct line management of Patient Support Leads
• To energise and motivate staff to create an enthusiastic environment to achieve revenue targets through targeted sales, pricing and delivery activities
• Ensure that team members are fully trained in their areas of expertise and that a continual induction and development program is employed. Create workforce plan and lead on associated recruitment, induction and training activity
• Work with the Patient Support Leads to effectively rota the team shifts and schedule resource across all activities
• Develop and maintain relationships with consultants, secretaries and other stakeholders to enable competitive, smooth, timely and effective service delivery
• To develop and maintain a close working relationship with Clinical Site Office, Billing & Credit, International Office, and Patient Support teams to enhance the pathway for patients and consultants
• Develop and implement performance targets for the Patient Support teams and Leads, measure staff against these by way of formal appraisal, regular one-to one's and quality audits, providing staff with coaching and feedback.
• Ensure fit for purpose measures are in place to report on performance at daily, weekly and monthly intervals, as required.
  
  

Skills & Experience

• Proven management experience in a target driven administration team
• Previous experience in a healthcare setting and medical environment desirable
• Significant experience of change management, developing training programs, and implementing SLAs/KPIs to drive performance
• Ability to highly motivate a large team and lead a team to deliver objectives and achieve targets
• Relationship building with both internal and external stakeholders, up to and including at a senior level
• Expertise in developing, implementing and continually monitoring fit for purpose operational processes
  
  

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.

Applications Close: Thursday 15th May.

Interviews will be conducted w/c 19th May.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Hospitals and Health Care

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