Team Leader - Patient Plus Services

Cleveland Clinic; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading healthcare provider in London seeks a Team Leader for the Patient Plus Service to supervise a team focused on high net-worth individuals and VIP patients. Candidates must have prior supervisory experience in UK healthcare and strong skills in customer service and relationship management. The role offers a competitive salary, a full-time contract, and numerous benefits including annual leave and health insurance.

Benefits

25 days annual leave plus Bank Holidays

Double-matched salary exchange pension

Private Medical & Dental Insurance

Life Assurance

Cycle to Work schemes

Wellbeing Hub and EAP support

Access to discounts on food and retail

Qualifications

• Track record of relevant experience in a UK healthcare setting.
• Demonstrable experience of providing administrative support.
• Experience in a supervisor role, overseeing teams of 10+.

Responsibilities

• Supervise the Patient Plus Service team and manage day-to-day operations.
• Develop staff schedules and manage leave requests.
• Communicate effectively with stakeholders regarding patient scheduling.

Skills

Team Leadership

Customer Service

Administrative Support

Relationship Management

Communication

Education

Relevant experience in UK healthcare

Job description

Social network you want to login/join with:

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Client:

Cleveland Clinic

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

757812d150f2

Job Views:

7

Posted:

01.08.2025

Expiry Date:

15.09.2025

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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 Friday, 9am - 5pm. 37.5 hours per week

Location:40 Grosvenor Place, London, SW1X 7AW

Contract:Full-Time & Permanent

What are we looking for?

The Patients Plus Service within Cleveland Clinic London will provide bespoke comprehensive support that caters to specific and unique needs of VIP patients, high net-worth individuals, and key referrers seeking care at Cleveland Clinic London.

Under the direction of the Head of Access Performance, the Team Leader of the Patient Plus Service, will directly supervise caregivers and oversee the technical and administrative functions within the Patient’s Plus team, including High Net worth Individuals, VIP, Exec Health, Concierge Medicine and Referrer Teams.
The Patients Plus Lead will deputise in the absence of the Head of Access Performance, and act as a technical resource for team members. Implements goals consistent for the department and leads caregivers to achieve objectives. They will be the first point of contact for seniors across all the sub-divisions within Patients Plus.

The Team Leader of the Patient Plus Service will be an expert across the various clinical areas of the hospital for all types of outpatient scheduling and will spend their time managing the team, doing administration, coordinating requests and managing relationships with external sponsors, coordinating the scheduling of the team and providing training and advice.

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?

Leadership / Team Management

• Deputise in the absence of the Head of Access Performance
• Provide daily supervision of the Coordinators, Patient Representatives, Exec Health and Concierge Medicine teams and operations which includes staffing, rota, training, workflow analysis and performance management
• Acts as a technical resource for team members
• Maintains appropriate staffing level by organizing staffing schedule and overseeing leave requests
• Develop, encourage and support an effective work team and encourage and supports affective teamwork
• Encourages and supports morale building activities and positive attitudes
• Develop, encourage and support an effective team working culture; encourages and supports engagement activities

Strategic Relationships – International Patients

• Support Head of Access Performance in managing relationship with external stakeholders, ensuring on time delivery and high standard of work, especially as relates to patient scheduling issues
• Respond in a timely and professional manner to queries concerning patients and any sponsoring bodies
• Communicate effectively with other relevant hospital departments, professionals, etc. to facilitate the patient journey
• Liaises with Institute Managers to ensure collaboration on new services and consultants
• Responsible for maintaining relationships with institutes to provide updates on progress and institute scheduling volumes
• Using in-house electronic medical records system (EPIC); navigating the hospital database system to effectively and accurately obtain and review patient information in addition to making bookings, etc.

What we need from you?

• Track record of relevant experience in a UK healthcare setting with strong knowledge of private market and in particular High Net worth individuals and VIP patients in London, related processes and procedures. (essential)
• Demonstrable experience of providing administrative support
• Experience in a supervisor role, with exposure to supervising medium-sized teams or larger (10+ staff) (essential)
• Experience working in a UK private healthcare setting (essential)
• Relevant experience in business development strategy (desirable)
• Demonstrable experience of working in a customer service environment with a strong component of HNWI/ VIP customer base (desirable)
• Ability to speak second language (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.

If you would like to know more, please emailApplicant 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.

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 Friday, 9am - 5pm. 37.5 hours per week

Location:40 Grosvenor Place, London, SW1X 7AW

Contract:Full-Time & Permanent

What are we looking for?

The Patients Plus Service within Cleveland Clinic London will provide bespoke comprehensive support that caters to specific and unique needs of VIP patients, high net-worth individuals, and key referrers seeking care at Cleveland Clinic London.

Under the direction of the Head of Access Performance, the Team Leader of the Patient Plus Service, will directly supervise caregivers and oversee the technical and administrative functions within the Patient’s Plus team, including High Net worth Individuals, VIP, Exec Health, Concierge Medicine and Referrer Teams.
The Patients Plus Lead will deputise in the absence of the Head of Access Performance, and act as a technical resource for team members. Implements goals consistent for the department and leads caregivers to achieve objectives. They will be the first point of contact for seniors across all the sub-divisions within Patients Plus.

The Team Leader of the Patient Plus Service will be an expert across the various clinical areas of the hospital for all types of outpatient scheduling and will spend their time managing the team, doing administration, coordinating requests and managing relationships with external sponsors, coordinating the scheduling of the team and providing training and advice.

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?

Leadership / Team Management

Deputise in the absence of the Head of Access Performance

Provide daily supervision of the Coordinators, Patient Representatives, Exec Health and Concierge Medicine teams and operations which includes staffing, rota, training, workflow analysis and performance management

Acts as a technical resource for team members

Maintains appropriate staffing level by organizing staffing schedule and overseeing leave requests

Develop, encourage and support an effective work team and encourage and supports affective teamwork

Encourages and supports morale building activities and positive attitudes

Develop, encourage and support an effective team working culture; encourages and supports engagement activities

Strategic Relationships – International Patients

Support Head of Access Performance in managing relationship with external stakeholders, ensuring on time delivery and high standard of work, especially as relates to patient scheduling issues

Respond in a timely and professional manner to queries concerning patients and any sponsoring bodies

Communicate effectively with other relevant hospital departments, professionals, etc. to facilitate the patient journey

Liaises with Institute Managers to ensure collaboration on new services and consultants

Responsible for maintaining relationships with institutes to provide updates on progress and institute scheduling volumes

Using in-house electronic medical records system (EPIC); navigating the hospital database system to effectively and accurately obtain and review patient information in addition to making bookings, etc.

What we need from you?

Track record of relevant experience in a UK healthcare setting with strong knowledge of private market and in particular High Net worth individuals and VIP patients in London, related processes and procedures. (essential)

Demonstrable experience of providing administrative support

Experience in a supervisor role, with exposure to supervising medium-sized teams or larger (10+ staff) (essential)

Experience working in a UK private healthcare setting (essential)

Relevant experience in business development strategy (desirable)

Demonstrable experience of working in a customer service environment with a strong component of HNWI/ VIP customer base (desirable)

Ability to speak second language (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.

If you would like to know more, please emailApplicant 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.