We have an exciting opportunity for a Customer Services Advisor to join our team. This role is based in our Head Office in Central London (NW1 4LJ). We are offering a competitive salary of £29,216 per annum plus a fantastic array of benefits.
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
We're looking for a professional, compassionate and highly organised Customer Service Advisor to join our busy and supportive team at The London Clinic.
In this role, you'll be part of the wider Customer Service Team responsible for managing the full end-to-end patient booking journey - from consultant consultations and radiology appointments through to day-case, inpatient and pre-assessment bookings. You'll also liaise with patients, insurers and sponsors to ensure treatment is pre-authorised and payment is secured ahead of admission.
You'll be the first point of contact for many of our patients, handling queries and providing information with clarity, empathy and efficiency. Whether it's arranging procedures, confirming admissions, or solving last-minute issues, your role is key to delivering a smooth, supportive experience for our patients and consultants alike.
* Job Type: This is a full-time, permanent position working 37.5 hours per week.
* Salary: £29,216 per annum
* Location: 1 Park Square West, London, NW1 4LJ
* Benefits package: Contributory pension scheme (total annual contribution up to 20%). Private Medical Healthcare. 33 day's annual leave (Inclusive of bank holidays). Season ticket travel loan, family friendly benefits, and a wide range of discounts with a variety of retailers/services, plus much more. We also offer excellent career development; with clear career pathways and access to further education.
What You'll Be Doing
* Booking Appointments & Admissions: Accurately process patient bookings, including consultant consultations, radiology, inpatient stays, endoscopy and pre-assessments - on Meditech, capturing all required information and special requirements (e.g. prosthetics, high-cost drugs, specialist kit).
* Data Coordination & Communication: Update the hospital's systems with information from Registration and Booking Forms. Ensure all relevant departments, including clinical wards and theatres, are kept informed of changes, admissions, and cancellations in real time.
* Patient Liaison: Confirm appointment and admission details with patients by post or email. Prepare and send "To Come In" packs with key information to help them feel prepared and supported.
* Insurance & Sponsorship Support: Work closely with patients, sponsors, embassies and insurers to secure pre-authorisation and payment before admission, including for emergency or out-of-hours cases.
* Workflow & Team Support: Prioritise daily tasks to meet agreed timeframes, support departmental improvements, and suggest ideas to streamline how we manage and record patient data. You'll also collaborate closely with Matron's Office, the Financial team, and the International Office.
* Adaptability & Ownership: You'll cover for colleagues during periods of absence and support other duties as needed to help the team run smoothly.
Skills And Experience
* Experience in customer service or administration, ideally within a healthcare setting.
* Strong written and verbal communication, with a confident and professional telephone manner.
* Good IT skills, especially Microsoft Office; experience with Meditech is a plus.
* Organised, detail-focused and able to work well under pressure in a fast-paced environment.
* A team player with a flexible, can-do approach and a genuine interest in supporting patients.
If you're someone who takes pride in delivering excellent service, thrives in a team, and wants to make a real difference in the patient journey, we'd love to hear from you.
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. #J-18808-Ljbffr