Job Description

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
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
Contract: Permanent
What are we looking for?
You will be supported by the Contact Centre Supervisor and will take on board an enhanced level of responsibility within the Contact Centre.
Acting as an ambassador to the team and sharing some of the key daily team management activities, this is a hands on, multi-faceted role. You will support team members technically and will contribute significantly as a role model and a mentor, taking the lead on many aspects of training and development, skills coaching and performance management.
An excellent communicator and adaptable team player, you will lead by example, engaging the team with an enthusiastic approach ensuring all outpatient scheduling and customer service standards are met.
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 Senior member of the Contact Centre team, leading by example to deliver outstanding levels of customer service as a first point of contact in the patient journey Undertake Ambassador responsibilities within the team through the CCL Ambassador programme Under the direction of the Contact Centre Supervisor , you will be steering the team through the daily management of the Contact Centre and Pre-Registration work queues, ensuring all patients with outstanding registration data are contacted and scheduling is completed in accordance with agreed time scales Effectively guiding the Contact Centre team in the accurate collection of all required patient demographic and financial information Encourage and support good team morale and positive attitude Develop relationships with relevant clinical departments to ensure correct scheduling workflows are maintained Monitor the correct and timely collection of accurate patient demographics and financial information Monitor relevant dashboards to ensure service level expectations are met Act as a representative to the organisation on all Contact Centre issues under the guidance of the Contact Centre Supervisor Assist with the maintenance of adequate staffing levels, performing tasks such as rota amendments, helping to arrange cover during holiday periods and organising breaks Represent the Contact Centre Supervisor during periods of absence Assist with coordinating agendas and the development of team meetings Create channels to effectively liaise between team members and the Contact Centre Supervisor Assist the Contact Centre Supervisor in the hiring, onboarding and performance management processes Distribute work to maintain department workflow Cross train across all areas of Patient Access Communicate with team members to ensure hospital policies and procedures are adhered to 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?Proven record of experience in a hospital Contact Centre environment is essential Experience of patient bookings via hospital computer software is essential Working knowledge of Healthcode is desirable Computer proficiency in Microsoft Office, Excel, Word etc is essential 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 review complex departmental reports Ability to work effectively in both a team environment and independently Knowledge of supervision, training and development Minimum A Level/High School Diploma or equivalent

What we can offer you?
As a private hospital with no shareholders, we reinvest all profits back into our organisation. This allows us to provide meaningful, tailored support and development opportunities for our caregivers - alongside a range of benefits, including:25 days annual leave plus Bank Holidays Double-matched salary exchange pension - contribute 5% and we'll contribute 10% Private Medical & Dental Insurance Life Assurance Season Ticket Loan & Cycle to Work schemes Workplace Nursery Scheme Wellbeing Hub with mental health, coaching and EAP support Earned Wage Access - get early access to part of your pay when needed Access to discounts on food, retail, and more
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.