Team Leader - Patient Plus Services

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:Competitive Depending on Experience

Hours:Monday to Friday 9am - 5pm. 37.5 hours per week

Location:40 Grosvenor Place London SW1X 7AW

Contract:Full-Time & Permanent

What are we looking for

The Patients Plus Service within Cleveland Clinic London will provide bespoke comprehensive support that caters to specific and unique needs of VIP patients high net-worth individuals and key referrers seeking care at Cleveland Clinic London.

Under the direction of the Head of Access Performance the Team Leader of the Patient Plus Service will directly supervise caregivers and oversee the technical and administrative functions within the Patients Plus team including High Net worth Individuals VIP Exec Health Concierge Medicine and Referrer Teams.
The Patients Plus Lead will deputise in the absence of the Head of Access Performance and act as a technical resource for team members. Implements goals consistent for the department and leads caregivers to achieve objectives. They will be the first point of contact for seniors across all the sub-divisions within Patients Plus.

The Team Leader of the Patient Plus Service will be an expert across the various clinical areas of the hospital for all types of outpatient scheduling and will spend their time managing the team doing administration coordinating requests and managing relationships with external sponsors coordinating the scheduling of the team and providing training and advice.

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

Leadership / Team Management

• Deputise in the absence of the Head of Access Performance
• Provide daily supervision of the Coordinators Patient Representatives Exec Health and Concierge Medicine teams and operations which includes staffing rota training workflow analysis and performance management
• Acts as a technical resource for team members
• Maintains appropriate staffing level by organizing staffing schedule and overseeing leave requests
• Develop encourage and support an effective work team and encourage and supports affective teamwork
• Encourages and supports morale building activities and positive attitudes
• Develop encourage and support an effective team working culture; encourages and supports engagement activities

Strategic Relationships International Patients

• Support Head of Access Performance in managing relationship with external stakeholders ensuring on time delivery and high standard of work especially as relates to patient scheduling issues
• Respond in a timely and professional manner to queries concerning patients and any sponsoring bodies
• Communicate effectively with other relevant hospital departments professionals etc. to facilitate the patient journey

• Liaises with Institute Managers to ensure collaboration on new services and consultants
• Responsible for maintaining relationships with institutes to provide updates on progress and institute scheduling volumes
• Using in-house electronic medical records system (EPIC); navigating the hospital database system to effectively and accurately obtain and review patient information in addition to making bookings etc.

What we need from you

• Track record of relevant experience in a UK healthcare setting with strong knowledge of private market and in particular High Net worth individuals and VIP patients in London related processes and procedures. (essential)
• Demonstrable experience of providing administrative support
• Experience in a supervisor role with exposure to supervising medium-sized teams or larger (10 staff) (essential)
• Experience working in a UK private healthcare setting (essential)
• Relevant experience in business development strategy (desirable)
• Demonstrable experience of working in a customer service environment with a strong component of HNWI/ VIP customer base (desirable)
• Ability to speak second language (desirable)

What can we 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 well 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 80000 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.

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.

Lets 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.