Patient Representative

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.
As a Global Patient Services Patient Representative, you will expedite and coordinate all aspects of healthcare visits throughout Cleveland Clinic London for designated patients and their families, providing individualised service, facilitating the communication for patients and their families and acts as a liaison with Professional Physician and Scientist Staff, Patient Experience Team, Patient Support Services, and Global Patient Services Leadership to resolve patient issues, and will communicate effectively with patients and all caregivers demonstrating exemplary interpersonal skills.
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?

• Validates and finalises all aspects of healthcare visit(s) at Cleveland Clinic London for designated patients and their families to ensure patient's medical visit is an outstanding experience while engaging the patient in a relationship with the Clinic to develop/further the commitment of their 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.


• Coordinates and expedites hospital visits, direct admissions to Acute Admissions Unit (AAU) and hospital transfers as required.


• Handles all visit related requests and partners without internal teams to advance the philanthropic and financial objectives of our organisation.


• Take ownership of queries and resolve as a first point of contact resolution


• Creating a bespoke tailored patient journey with high level coordination and execution


• Provide exceptional patient experience and seamless patient journey


• Creates a luxurious experience for all patients by welcoming and asking relevant questions to correctly establish needs and preferences before patients visit


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


• Other duties as assigned.
  
  Significant experience in healthcare with knowledge of medical terminology and vocabulary obtained through study or work experience preferred.


• Professional interpreting experience, including written translation preferred.


• Customer service experience with development or account management essential, and specifically within hospitality sector preferred.


• Demonstrated ability to effectively interact with all levels of an organization and possess excellent written/verbal communication skills.


• Experience with PC based computers/software required, including Microsoft Office Suite.


• Proven track record within the luxury hospitality or healthcare industry within a customer facing role is essential


• Excellent written and spoken English skills


• Face to face Customer Service experience in a high-end, luxury setting is essential
  
  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.
If you would like to know more, please email recruitment@ccf.org.
Applicant shortlisting and interviews may take place whilst the advert is live, so it may close sooner than expected - please submit your application as soon as possible. Due to the volume of applications, we are not always able to provide individual feedback.
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.
"Let's 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.

What we can offer you?
We are offering an array of benefits to compliment working for a not-for-profit market leader, some of our benefits include:

• 25 days Annual leave plus 8 days Bank holiday a year


• Auto-Enrolment of 5% pension - Cleveland contribute 10% through Salary Exchange


• Private Medical Insurance and Private Dental Insurance


• Life Assurance


• Discounted gym facilities in our Admin Office Building


• Employee Assistance Programme


• Seasonal Ticket Loans


• Child Care Vouchers