Billing & Credit Quality Lead

Billing & Credit Quality Lead – RITZYROCKSAll potential candidates should read through the following details of this job with care before making an application.Salary: Dependent on experience + benefitsLocation: London, NW1 (3–4 days a week onsite)Job type: PermanentHours: Full-timeJob OverviewWe are currently looking to recruit a Billing and Credit Quality Lead. A newly created position within the Finance team, you will champion excellence across the patient billing journey ensuring every interaction is accurate, clear, and compassionate. As the Quality Lead and point of escalation for our Billing and Credit teams, you will drive high standards through call listening, audits, coaching, and patient feedback.Collaborating across the full patient pathway, you will identify and deliver process improvements that enhance service quality, streamline communication, and boost patient satisfaction, ensuring patients experience a smooth, stress‑free transition from treatment to payment.If you have a background in quality assurance within a finance‑related environment, we would love to hear from youKey DutiesEnsure all staff consistently deliver high levels of service and quality to patients, consultants, medical secretaries and other stakeholders.Make sure calls and emails are responded to promptly, efficiently, and professionally, with care and empathy at every interaction.Take ownership of patient queries, ensuring resolution and clear communication back within the clinic.Implement and manage patient feedback and incident learnings with an action‑oriented, solution‑focused approach.Work collaboratively with Leads to promote consistent service excellence, providing cross‑cover where required.Apply a thorough understanding of patient bills to lead on complaint resolution within the team.Ensure all team members receive comprehensive training and benefit from a structured induction and ongoing development programme.Hold regular meetings with Leads and sub‑teams to provide timely updates and ensure effective information flow.Demonstrate flexibility in a changing environment, supporting the team and leading by example to drive success.Build and maintain positive relationships with stakeholders to ensure smooth, effective service delivery at every stage of contact.Work closely with department Leads, Patient Experience and Clinical Governance, Quality Leads, and Patient Support Service teams to enhance the patient and consultant journey.Review and monitor Quality & Audit checklists to maintain high performance standards and ensure compliance with financial patient pathway processes and SOPs.Skills and ExperiencePrevious experience in quality improvement/change management within a finance setting.Experience in customer service environments.Experience developing training programs and implementing SLAs/KPIs to drive quality and performance.Relationship building with both internal and external stakeholders, at senior level.Expertise in developing, implementing and continually monitoring fit‑for‑purpose operational processes.BenefitsPrivate Medical InsuranceContributory pension scheme (total contribution up to 20%)25 days holiday plus bank holidaysLife assuranceTravel season ticket loanFamily‑friendly benefitsRetail discountsExcellent career development; clear career pathways and access to further education.We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices. Pre‑employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). If you would like further information about our safer recruitment policy please contact a member of our recruitment team.The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. xpwpeyx We absolutely welcome applicants from underrepresented groups; if you think you have the skills and experience for the role, we would love to hear from you regardless of your background.#J-18808-Ljbffr