Patient Support Manager

2 weeks ago

London UK, UK, United Kingdom The London Clinic Full time

We have an exciting Internal opportunity for a Patient Support Service Manager to join our Front of House Team at The London Clinic, based at our Head Office in London (NW1 4LJ). We are offering a highly competitive salary.

Established in 1932, The London Clinic is one of the UK's largest private hospitals, with 8 state-of-the-art facilities, and circa 1350 employees where we are dedicated to providing our patients with expert, individualised treatment and care. Our main hospital spans 8 floors comprising of 150+ patient beds and 10 operating theatres, including a Hybrid theatre and two minimally invasive/day surgery theatres. Speciality areas include, General surgery; ENT; Gynaecology; Hepatobiliary; Neuro-spinal; Ophthalmic; Orthopaedic; Plastic and reconstructive; Robotic; Urology; Vascular & Weight loss surgery (bariatric surgery).

Job Profile

The Patient Support Service Manager is responsible for the management of a multi-functional administration and reception team, running hospital appointments for outpatients & imaging providing the highest quality patient and customer experience. The post holder will be responsible for overseeing the services provided, ensuring that the required service levels are consistently achieved. This role will develop KPIs/Targets and inject energy and drive into the Patient Support Team. The manager will oversee that all enquiries are dealt with effectively to deliver high quality customer service, with appointments for consultations, radiology, therapies, radiotherapy and all outpatient diagnostics are processed, registered and paid or authorised in readiness for the patient visit. The role will focus on continuous process improvement to ensure ease of access to our services for patients, consultants and secretaries. Proactive development and management of secretary, consultant and other stakeholder relationships, to retain and grow revenue streams. The Patient Support Service Manager will have innovative ideas of initiative to drive growth, and will take these through to implementation and measurement of success.

  • Job Type: This is a full-time, permanent position working 37.5 hours per week.
  • Shift Pattern: 37.5 hours per week
  • Job Location: 1 Park Square West, London, NW1 4LJ with lots of time spent across our buildings on Harley Street and Devonshire Place
  • Benefits package: We offer a comprehensive package which includes a contribution pension scheme (total annual contribution up to 20%), Private Medical Healthcare, 33 day's annual leave (inclusive of bank holidays), season ticket travel loan, and a wide range of discounts with a variety of retailers and services. We also offer excellent career development; with clear career pathways and access to further education.

Key Duties

  • Manage departmental budgets effectively, develop and implement strategies to increase revenue in line with agreed objectives
  • Develop, maintain and grow a high-performance team of receptionists and administrators, including the direct line management of Patient Support Leads
  • To energise and motivate staff to create an enthusiastic environment to achieve revenue targets through targeted sales, pricing and delivery activities
  • Ensure that team members are fully trained in their areas of expertise and that a continual induction and development program is employed. Create workforce plan and lead on associated recruitment, induction and training activity
  • Work with the Patient Support Leads to effectively rota the team shifts and schedule resource across all activities
  • Develop and maintain relationships with consultants, secretaries and other stakeholders to enable competitive, smooth, timely and effective service delivery
  • To develop and maintain a close working relationship with Clinical Site Office, Billing & Credit, International Office, and Patient Support teams to enhance the pathway for patients and consultants
  • Develop and implement performance targets for the Patient Support teams and Leads, measure staff against these by way of formal appraisal, regular one-to one's and quality audits, providing staff with coaching and feedback.
  • Ensure fit for purpose measures are in place to report on performance at daily, weekly and monthly intervals, as required

Skills & Experience

  • Proven management experience in a target driven administration team
  • Previous experience in a healthcare setting and medical environment desirable
  • Significant experience of change management, developing training programs, and implementing SLAs/KPIs to drive performance
  • Ability to highly motivate a large team and lead a team to deliver objectives and achieve targets
  • Relationship building with both internal and external stakeholders, up to and including at a senior level
  • Expertise in developing, implementing and continually monitoring fit for purpose operational processes

The London Clinic has charitable status which is fundamental to our identity and how we operate, enabling our teams to invest in treatments, technology and facilities that benefit our patients, staff and the wider community.

We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. 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 then 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. We absolutely welcome applicants from underrepresented groups; if you think you have the skills and experience for the job, please apply - we would love to hear from you regardless of your background.

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