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?

Reporting to the Access Team Lead, the Patient Plus Senior provides bespoke, end-to-end support for High Net Worth individuals, Executive Health patients, Concierge members, corporate clients, and key GP referrers accessing care at Cleveland Clinic London.

The role is responsible for managing external stakeholder relationships, supporting timely service delivery, and maintaining consistently high standards. It ensures each patient receives a seamless, discreet, and highly personalised experience, underpinned by service excellence, confidentiality, and compassion.

What will your duties include?

• Senior member of the Patient Plus team, leading by example to deliver outstanding levels of customer service as a first point of contact in the patient plus journey.
• Assist with the maintenance of adequate staffing levels, performing tasks such as rota amendments, helping to arrange cover during holiday periods, and organising breaks.
• Assist with coordinating agendas and the development of team meetings.
• Support the wider team on behalf of Access Team Lead, facilitating weekly 1:1s with coordinators.
• As senior, steer the team through the daily management of the Appointment Requests, work queues, ensuring all patients with outstanding registration data are contacted and scheduling is completed in accordance with agreed time scales.
• Expedites and coordinates all aspects of healthcare visits throughout Cleveland Clinic London for designated patients and their families, providing individualised service.
• Facilitates the communication for patients and their families and acts as a liaison with Clinical staff, Patient Experience Team, Patient Support Services, and Clin Ops Leadership to resolve patient issues.
• Communication; appointment coordination, health system navigation, conflict resolution.
• Coordinate patient services, such as scheduling health assessment screens, new and follow-up medical appointments, and gathering patient medical reports, x-rays, etc.
• Support office operations by carrying out administrative tasks, telephone/email queries, calling patients to confirm appointments, document encounters, data entry, verifying and scheduling future appointments, filing, and photocopying.
• Monitor the correct and timely collection of accurate patient demographics and financial information.
• Provides timely follow-up to requests and communication to minimize negative consequences.
• Utilise systems and software such as Outlook, Epic, and other hospital software.
• Oversight of access for CCL executive health and corporate clients into GPI programs, ensuring efficient and effective management of corporate clients and concierge members.
• Investigating and responding to issues, incidents, and complaints relating to service operation.
• Manage relationship with external stakeholders, ensuring on-time delivery and high standard of work.
• Maintain and analyse programme data relating to volume, patient experience, to provide insight into performance and inform performance solutions where required.
• Other duties as assigned.