Patients Plus Coordinator

Cleveland Clinic; Greater London; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Private Medical & Dental Insurance

Life Assurance

Season Ticket Loan

Cycle to Work

Wellbeing Hub

Earned Wage Access

Discounts

Staff Nursery

Job summary

Cleveland Clinic London is seeking a Patient Plus Coordinator to deliver bespoke, discreet support for VIP patients and High Net Worth individuals, within a luxury service environment. You will manage appointments, coordinate treatment logistics, and liaise with referrers and clinical teams to ensure a seamless, personalised journey.

The role requires private healthcare experience, EMR proficiency, and a proactive, confidential approach.

Qualifications

• Proven experience in a patient-facing role, ideally in healthcare or luxury service.
• Private healthcare experience is essential.
• Experience using an Electronic Medical Record (EMR) system is essential.
• Proven ability to provide administrative support and manage complex scheduling.
• Fluency in multiple languages is desirable.

Responsibilities

• Serve as the VIP and high-net-worth patient concierge, guiding patients through their healthcare journey.
• Ensure high-quality experience for appointments, coordinating hospitality services as needed.
• Manage scheduling efficiently and coordinate treatment coordination and reports.
• Handle patient enquiries, appointments, and payments with discretion and accuracy.
• Coordinate communication between patients, clinical teams, and external stakeholders while maintaining confidentiality.

Skills

Patient-facing experience

Private healthcare experience

EMR system experience

Administrative support experience

Multilingual (desirable)

Job description

Our vision is to be the best place for healthcare anywhere and the best place to work in healthcare.

We believe that every life deserves world class healthcare.

Job Summary

Salary: Competitive, Depending on Experience

Hours: Monday to Saturday, between the hours of 7:30am and 8:00pm (37.5 hours per week)

Location: Between 33 Grosvenor Place, London, SW1X 7HY and 24 Portland Place, London, W1B 1LU (fully on-site)

Contract: Full-Time & Permanent

What are we looking for?

The Patient Plus Coordinator reporting to the Patient Plus Lead within Cleveland Clinic London will provide bespoke comprehensive support that caters to specific and unique needs of VIP patients, High Net Worth Individuals, Executive Health, Concierge Members and Referrer Teams. This role ensures a seamless, discreet, and highly personalised patient journey, embodying a culture of service excellence, confidentiality, and compassion at all touchpoints.

What makes us different?

Cleveland Clinic London offers a brand-new high-acuity environment with the very latest equipment, where caregivers are encouraged to grow their expertise across multiple specialties, and in collaboration with expert clinicians. Our Mission, ‘Caring for life, researching for health, and educating those who serve’, assures our unwavering commitment to professional development.

What will your duties include?

• Serve as the primary point of contact for Domestic VIP patients, high net worth individuals, Executive Health, Concierge Medicine and key referrers, offering dedicated support and guidance throughout their healthcare journey.
• Ensures that the patients receive a high-quality experience throughout their appointment (s), having access to all hospitality services.
• Facilitates all scheduling requirements to ensure a highly efficient, customer focused booking service.
• Coordinate all aspects of the patient experience, from initial enquiry and appointment scheduling to treatment coordination, medical reports, estimate creation and payment collection.
• Facilitates the access of patients to Cleveland Clinic London through direct patient appointment scheduling or by serving as a liaison between patient and/or other medical departments.
• Works through and solves patient issues professionally and in a timely manner. Produces error-free correspondence.
• Registers new patients, and/or verifies and updates patient demographics and payer information.
• Ensures appointments are booked on proper case and add any cases or schemes as necessary.
• Anticipate and fulfil the unique needs and preferences of VIPs and high value clients, providing bespoke services and solutions to ensure satisfaction and well‑being.
• Facilitate communication between patients, their families, clinical teams, and external stakeholders, ensuring clarity, discretion, and efficiency at all times.
• Handle sensitive information with utmost confidentiality in compliance with all relevant privacy and healthcare regulations.
• Out Of Hours support may be required
• Other duties as assigned.

What we need from you?

• Proven experience in a patient-facing or client relationship management role, ideally within a healthcare or luxury service environment (essential)
• Private Healthcare Experience (essential)
• Demonstrable experience working within an Electronic Medical Record System (essential)
• Demonstrable experience providing administrative support (essential)
• Fluency in multiple languages (desirable)

What can we offer you?

As a private hospital with no shareholders, we reinvest all profits back into our organisation. This allows us to provide meaningful, tailored support and development opportunities for our caregivers - alongside a range of benefits, including:

• 25 days annual leave plus Bank Holidays
• Double-matched salary exchange pension – contribute 5% and we’ll contribute 10%
• Private Medical & Dental Insurance
• Life Assurance
• Season Ticket Loan & Cycle to Work schemes
• Workplace Nursery Scheme
• Wellbeing Hub with mental health, coaching and EAP support
• Earned Wage Access - get early access to part of your pay when needed
• Access to discounts on food, retail, and more

Who we are?

Cleveland Clinic is one of the leading providers of specialised medical care in the world, providing clinical excellence and superior patient outcomes for almost 6 million patient visits per year across more than 200 locations. We employ over 80,000 caregivers worldwide and continue to drive innovation in healthcare.

With over 100 years of history, our “Patients First” philosophy is at the heart of everything that we do.

Applicant shortlisting and interviews may take place whilst the advert is live, so it may close sooner than expected - please submit your application as soon as possible. Due to the volume of applications, we are not always able to provide individual feedback.

Disclosure and Barring Service (DBS) Check

This role may be subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order (as amended) and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (DBS) to check for any previous criminal convictions.

“Let’s deliver World Class care together!”

As an equal opportunities employer, we aspire to work together to promote a more inclusive work environment, which represents our commitment to celebrate diversity.

CCL is committed to applying its Equal Employment Opportunity/Workforce Diversity and Inclusion Policy at all stages of recruitment and privileging. Shortlisting, interviewing and selection will always be carried out without regard to any Protected Characteristics. When aware of the need to do so and when required, CCL will make reasonable adjustments to its arrangements for interviews and to conditions of employment/engagement for disabled applicants to ensure, so far as practicable, that they do not place such applicants at a substantial disadvantage in comparison to non-disabled applicants.