Who are we?

Cleveland Clinic is one of the leading providers of specialised medical care in the world, focused on providing clinical excellence and superior patient outcomes for almost 6 million patient visits per year across more than 200 locations. We employ over 65,000 caregivers worldwide and continue to drive innovation in healthcare.

We opened our first healthcare facility in London in 2021 and our state-of-the art 184 bed hospital in 2022. With over 100 years of history, our “Patients First” philosophy will be at the heart of Cleveland Clinic London and the goal of our team is to create an environment that continues to delivers world-class clinical care.

What are we looking for?

The Contact Centre Advisor, supported by the Contact Centre Senior, is responsible for all outpatient scheduling activity. An excellent communicator and adaptable team player, they will act as a first point of contact to CCL, dealing with all outpatient enquiries. The Contact Centre Advisor will be responsible for the accurate and timely collection of all demographic and financial data required prior to the outpatient visit delivering excellent customer service in a busy hospital environment.

This role will be based full time in the office and the starting salary will be £24,500 that will increase in June 2023.

What will your duties include?

• Facilitate all scheduling requirements to ensure a highly efficient, customer focused outpatient booking service
• Work proactively and collaboratively to ensure all patients with outstanding registration data are contacted and scheduling is completed in accordance with agreed time scales
• Answer our contact centre calls
• Liaise with insurance companies and other payers to ensure relevant authorisation is in place
• Cross train across all areas of Patient Access as required
• Assign incomplete bookings as appropriate to the pre-registration work queue for completion (demographic and financial information)

The Patient Access Department works as one team and as part of your role you may be asked to work across a wide range of functions both patient facing and non-patient facing, including:

• Contact Centre
• Patient Registration
• Cashiering
• Pre-Registration

Working as a Patient Access Officer, you will be trained to support these areas and as part of a multi-skilled team will provide appropriate support as required by the needs of the business.

What we need from you?

• Relevant experience in a healthcare related setting (highly desirable)
• Computer proficiency in Microsoft Office, Excel, Word etc
• Outstanding customer service, communication, confidentiality and interpersonal skills
• Proven ability to step outside comfort level, adapt to new challenges and assist the team
• Ability to work effectively in both a team environment and independently

What we can offer you?

We are offering an array of benefits to compliment working for a not-for-profit market leader, some of our benefits include:

• 25 days Annual leave plus 8 days Bank holiday a year
• Auto-Enrolment of 5% pension - Cleveland contribute 10% through Salary Exchange
• Private Medical Insurance and Private Dental Insurance
• Life Assurance
• Discounted gym facilities in our Admin Office Building
• Employee Assistance Programme
• Seasonal Ticket Loans

The closing date is 26/04/23, however we may close the role early due to application numbers, click apply below.

Please see Important Information below:

Disclosure and Barring Service (DBS) Check

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order (as amended) and as such 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.