Patient Ambassador Lead

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 to 5pm (some flexibility required)

Location: Based at 33 Grosvenor Place London SW1X 7HY but may be required to travel to other sites (fully on-site role)

Contract: Full-Time & Permanent

What are we looking for

Reporting to the Head of Global Patient Services (GPS) The role of the GPS Patient Ambassador Lead is acting as the business liaison link between the hospital service lines including Rehabilitation Centre and the embassies in all areas of service delivery.

The role also involves interpreting administrative duties and supporting Head of GPS in the day-to-day administration managing of the office. The postholder will also be the deputy in the absence of the department head.

The Global Patient Services (GPS) Department within Cleveland Clinic London will provide bespoke comprehensive support that caters to specific cultural and unique needs of both international and high net worth patients seeking care at Cleveland Clinic London.

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

• Managing the fast-track referral database/process for all international patient referrals from health military offices embassies self-pays and international insurances including arranging appointments registration admissions in conjunction with Head of GPS/GPS case manager/GPS Hospitalist.

• Maintaining efficient and effective communication with all key stakeholders

• Liaising with Preg logs team to ensure receipt of letters of guarantees prior to the patients arrival for treatment and to ensure that funding is agreed throughout the duration of their stay for any additional procedures or treatment

• Handling office operations including answering telephone queries patient requests daily ward updates ward round rounds.

• To participate in an out-of-hour telephone service for international patients

• Supporting Head of GPS in the day-to-day case management of all international patients at the Cleveland Clinic London Hospital and in hosting visits from embassies and overseas VIPS

• Ensure every aspect of the hospital visit for the international patients and their families is seamlessly managed and finalised enhancing their overall experience while fostering a positive and lasting relationship with the hospital that strengthens their trust and continued support

• Liaises with patients and their families to organise relevant support services including but not limited to lodging transport additional security and bespoke hospitality requests.

• Maintains positive working relationships with clinicians and all Cleveland Clinic caregivers interacting with patients and their families while representing the Cleveland Clinic at the highest level.

• Administration coordination role including assisting in arranging direct admissions to the hospital/AAU/hospital transfers as required/outpatient appointments and investigations in conjunction with Head of GPS/GPS case manager/embassy referring doctors/CCL consultants.

• Managing the transfer centre in conjunction with GPS case manager

• Handles all visit related requests and partners with our internal teams to advance the philanthropic and financial objectives of our organisation.

• Adheres to all organisation policies and procedures with specific focus on those related to customer relations patient confidentiality and hospitality.

• Assists with process improvement problem resolution and service recovery related to patient service.

• Facilitates communications for patients and their families and expedites release of medical records to and from outside facilities.

• Other duties as assigned.

What we need from you

• Significant experience in the healthcare sector with strong knowledge of medical terminology and vocabulary gained through formal study or practical work experience (essential)

• Proven experience in customer service client development or account management within the hospitality sector (essential)

• Extensive people management experience including responsibility for performance management conducting one-to-one meetings and day-to-day operational leadership of a team (essential)

• Demonstrated ability to communicate effectively at all levels of the organisation with excellent written and verbal communication skills (essential)

• Professional interpreting experience including written translation work (essential)

• Proven track record in a customer-facing role within the luxury hospitality or healthcare industry (essential)

• Professional interpreting experience in Russian Mandarin or Arabic (highly 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.