Location: London, Harley Street area (onsite)
Salary: c£33,000 dep on exp + excellent benefits
Hours: 40 per week on a rotating shift pattern, Monday-Friday (occasional flexibility required for early starts, evenings or weekends)
The Role
Are you an experienced customer service professional from retail, hospitality, airlines, or another fast-paced service industry, ready to take on a senior role with more responsibility and purpose?
At The London Clinic, one of the UK's most respected private hospitals, we are looking for a Senior Patient Access Coordinator to become the operational backbone of our front-of-house team.
This is a pivotal role where you will be the go-to expert and a visible leader on the floor, ensuring every patient and visitor receives a seamless, professional, and compassionate welcome. You'll use your customer service expertise to not only resolve complex situations but also to support and guide the wider coordinator team, making a tangible difference every day.
About us
Established in 1932, The London Clinic is one of the UK's largest private hospitals, with eight state-of-the-art facilities in the heart of London's medical community around Harley Street. As a charity, we reinvest in cutting-edge treatments, technology, and facilities to benefit our patients, staff, and the wider community.
We offer a comprehensive range of services, from complex medical and surgical procedures to specialist cancer care. The London Clinic is known for its supportive, collaborative culture where every contribution is valued, guided by our core values: We go further, We work as one, We personalise care.
Responsibilities
* Act as the senior point of contact and first point of escalation for complex patient enquiries and service recovery, resolving issues with empathy and professionalism.
* Support the Team Lead by deputising in their absence, providing hands-on supervision and guidance to the coordinator team.
* Manage key administrative and financial processes with precision, including patient registration, insurance authorisations, and end-of-day cash reconciliation.
* Champion a world-class patient experience, coordinating with clinical teams and consultants to ensure a smooth and efficient patient journey.
* Uphold the highest standards of compliance and data protection, ensuring 100% accuracy in all patient records and financial transactions.
Skills & experience
* Proven experience in a high-pressure, customer-facing role within hospitality, retail, airlines, luxury services, or healthcare.
* A natural problem-solver with excellent communication skills, able to remain calm, professional, and effective under pressure.
* Experience handling complex queries, complaints, and cash/payment reconciliations.
* Confidence using IT systems and a keen eye for detail to ensure absolute accuracy.
* A supportive and collaborative mindset, with experience in mentoring or coaching colleagues.
* Flexibility to work on a rotating shift pattern that includes weekends.
Why join us?
We know that skilled professionals from customer service industries bring the resilience, adaptability, and impeccable soft skills that are the foundation of our outstanding Patient Access team.
In return, we offer:
* Private Medical Insurance
* Contributory pension scheme (total contribution up to 20%)
* 25 days holiday plus bank holidays
* Life assurance
* Travel season ticket loan
* Family friendly benefits
* A range of retail discounts
* Excellent career development; with clear career pathways and access to further education
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.
JBRP1_UKTJ