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About the Role

The Patient Plus Coordinator provides bespoke comprehensive support for VIP patients, High Net Worth Individuals, Executive Health, Concierge Members, and Referrer Teams, ensuring a seamless, discreet, and highly personalized patient journey with a focus on service excellence, confidentiality, and compassion.

Responsibilities

• Serve as the primary point of contact for Domestic VIP patients, high net worth individuals, Executive Health, Concierge Medicine and key referrers, offering dedicated support and guidance throughout their healthcare journey.
• Ensure patients receive a high-quality experience throughout their appointment(s), having access to all hospitality services.
• Facilitate all scheduling requirements to ensure a highly efficient, customer-focused booking service.
• Coordinate all aspects of the patient experience, from initial enquiry and appointment scheduling to treatment coordination, medical reports, estimate creation and payment collection.
• Facilitate the access of patients to Cleveland Clinic London through direct patient appointment scheduling or by serving as a liaison between patient and/or other medical departments.
• Work through and solve patient issues professionally and in a timely manner.
• Produce error-free correspondence.
• Register new patients, and/or verify and update patient demographics and payer information.
• Ensure appointments are booked on proper case and add any cases or schemes as necessary.
• Anticipate and fulfill the unique needs and preferences of VIPs and high value clients, providing bespoke services and solutions to ensure satisfaction and well-being.
• Facilitate communication between patients, their families, clinical teams, and external stakeholders, ensuring clarity, discretion, and efficiency at all times.
• Handle sensitive information with utmost confidentiality in compliance with all relevant privacy and healthcare regulations.
• Provide Out Of Hours support as may be required.
• Perform other duties as assigned.

Requirements

• Proven experience in a patient-facing or client relationship management role, ideally within a healthcare or luxury service environment (essential)
• Private Healthcare Experience (essential)
• Demonstrable experience working within an Electronic Medical Record System (essential)
• Demonstrable experience providing administrative support (essential)
• Fluency in multiple languages (desirable)
• The role may be subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order (as amended) and will require a Disclosure and Barring Service (DBS) check.

Location

• 33 Grosvenor Place, London, SW1X 7HY
• 24 Portland Place, London, W1B 1LU

Work Type

• Fully on-site
• Full-Time
• Permanent

Salary/Compensations

• Competitive, Depending on Experience

Benefits

• 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

About the Company

• 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.
• As a private hospital with no shareholders, we reinvest all profits back into our organisation.
• 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.
• Cleveland Clinic London is part of a global health system that consistently ranks among the top hospitals in the world.
• We focus on clinical excellence, safety and patient outcomes, all supported by research, medical education, technology and teamwork.
• Our mission — caring for life, researching for health, educating those who serve — has driven us to seek continual innovation and improvement over our 100-year history.
• At the heart of Cleveland Clinic London is our “Patients First” philosophy, which creates an environment that delivers world-class clinical care customised for you.
• Our best practices include tools, techniques and methods that are measurable, replicable and evidence-based, all designed to enhance the patient experience.
• Our multidisciplinary approach brings different clinical perspectives to our patient’s care, so they can benefit from the expertise of many specialists.
• Cleveland Clinic London is organised into patient-centred institutes.
• Expert teams combine the medical, surgical and support functions for specific body systems or health disorders to improve patient care and experience.

Equal Opportunity

• 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.