Contact Centre Advisor

at  Cleveland Clinic London

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: From £26,000
Hours: Rota between the hours of Monday - Friday 7:30am - 8:00pm and Saturdays 7:30am - 3:30pm
Location: 40 Grosvenor Place, London, SW1X 7AW - full-time in the office
Contract: Permanent
What are we looking for?
Cleveland Clinic London are looking to recruit a Contact Centre Advisor to join our Patient Access Team. You will be supported by the Contact Centre Senior and will be responsible for all outpatient scheduling activity. You must be an excellent communicator and adaptable team player, and will act as a first point of contact to CCL, dealing with all outpatient enquiries. You 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.
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?

• 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
• Collect accurate and complete demographic and financial details
• Liaise with insurance companies and other payers to ensure relevant authorisation is in place
• Provide cost estimates to self-pay patients and collect fees where appropriate
• Promote and encourage sign up to the CCL MyChart App to enable patients to manage their own financial and demographic information
• Assign incomplete bookings as appropriate to the pre-registration work queue for completion (demographic and financial information)
• Liaise with relevant clinical departments to ensure correct scheduling workflows are maintained
• Communicate effectively with other relevant clinical departments within the hospital to deliver a seamless patient journey in all cases
• Cross train across all areas of Patient Access as required
• Follow hospital and department policies and procedures with special attention to attendance and punctuality, confidentiality, dress code and display of ID badge
• Complete mandatory education and training in order to maintain organisation and department specific competencies and requirements
• Other duties as assigned

What we need from you?

• Relevant experience in a healthcare related setting or Contact Centre preferred
• Experience of patient bookings via hospital computer software
• 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
• Child Care Vouchers

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 email recruitment@ccf.org.
Applicant 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

• 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
• Collect accurate and complete demographic and financial details
• Liaise with insurance companies and other payers to ensure relevant authorisation is in place
• Provide cost estimates to self-pay patients and collect fees where appropriate
• Promote and encourage sign up to the CCL MyChart App to enable patients to manage their own financial and demographic information
• Assign incomplete bookings as appropriate to the pre-registration work queue for completion (demographic and financial information)
• Liaise with relevant clinical departments to ensure correct scheduling workflows are maintained
• Communicate effectively with other relevant clinical departments within the hospital to deliver a seamless patient journey in all cases
• Cross train across all areas of Patient Access as required
• Follow hospital and department policies and procedures with special attention to attendance and punctuality, confidentiality, dress code and display of ID badge
• Complete mandatory education and training in order to maintain organisation and department specific competencies and requirements
• Other duties as assigne