Job Description

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

We all have the power to help, heal and change lives \xe2\x80\x94 beginning with our own. That\xe2\x80\x99s the power of the Cleveland Clinic Health System team, and The Power of Every One.

Job Summary

Salary: \xc2\xa326,000

Hours: Rota between the hours of Monday to Friday 7:30am - 8:00pm and Saturdays 7:30am - 3:30 pm

Location: 33 Grosvenor Place, London, SW1X 7HY - full-time in the office

Contract: Permanent

Who are we?

Cleveland Clinic is one of the leading providers of specialised medical care in the world, focused on providing clinical excellence and superior patient outcomes for almost 6 million patient visits per year across more than 200 locations. We employ over 65,000 caregivers worldwide and continue to drive innovation in healthcare.

We opened our first healthcare facility in London in 2021 and our state-of-the art 184 bed hospital in 2022. With over 100 years of history, our \xe2\x80\x9cPatients First\xe2\x80\x9d philosophy will be at the heart of Cleveland Clinic London and the goal of our team is to create an environment that continues to delivers world-class clinical care.

What are we looking for?

The Registration Officer, supported by the Registration Senior, is a dynamic patient-facing role committed to delivering a warm welcome to all outpatients on their arrival at Cleveland Clinic London. The Registration Officer will contribute to the delivery of an exceptional patient experience, ensuring all outpatients are fully registered on arrival. A varied and multi-faceted role, as well as providing patient information and answering any questions or queries our patients may have about any aspect of their visit, the Registration Officer will be responsible for the accurate collection and verification of all outstanding demographic and financial information, including insurance authorisations and/or payments. They will have a working knowledge of all types of outpatient scheduling across the various clinical areas of the hospital and will be an excellent communicator and adaptable team player who enjoys the challenges of delivering world class customer service in a busy hospital environment.

\xe2\x80\x8bWhat will your duties include?

Meet and greet all outpatients and visitors to Cleveland Clinic London

Facilitate all in-person same day and future appointment requests and referrals

Ensure any outstanding patient demographic and financial information is complete at the point of check-in

Assist with patient check-in where this is required

Liaise with insurance companies and other third party payers as required to ensure relevant authorisation is in place

Collect payments as required utilising Cleveland Clinic London\xe2\x80\x99s integrated payment systems

Management of cash drawer and compliance with cash reconciliation and other cash management processes and policies

Provide cost estimates to self-pay patients

Promote and encourage sign up to the CCL MyChart App to enable patients to manage their own healthcare information

Communicate effectively with other relevant departments within the hospital to deliver a seamless patient journey in all cases

Cross train across all areas of Patient Access

Follow hospital and department policies and procedures with special attention to attendance and punctuality, confidentiality, dress code and display of ID badge

Complete mandatory education and training in order to maintain organisation and department specific competencies and requirements

Other duties as assigned

The Patient Access Department works as one team and as part of your role you may be asked to work across a wide range of functions both patient facing and non-patient facing, including:

1. Contact Centre

2. Patient Registration

3. Cashiering

4. Pre-Registration

Working as a Patient Access Officer, you will be trained to support these areas and as part of a multi-skilled team will provide appropriate support as required by the needs of the business.

What we need from you?

Minimum GCSE /High School Diploma or equivalen

Proactive and enthusiastic team player committed to delivering world class patient care

Good command of the English language, both written and spoken

Requires critical thinking skills, decisive judgement and the ability to work with minimal supervision

Ability to meet and exceed departmental quality, production and schedule adherence standards

Must be able to take appropriate action in a stressful environment

Ability to communicate effectively on all levels, and with a variety of different stakeholders both face to face and via telephone

Relevant experience in a patient facing environment preferred.

Experience of patient bookings via hospital computer software preferred

Computer proficiency in Microsoft Office, Excel, Word etc

Outstanding customer service, communication, confidentiality and interpersonal skills

Administration/ Customer Service experience is essential

Proven ability to step outside comfort level, adapt to new challenges and assist the team

Ability to work effectively in both a team environment and independent

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 per 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

Please see Important Information below:

Disclosure and Barring Service (DBS) Check

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order (as amended) and as such 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.

\xe2\x80\x9cLet\xe2\x80\x99s deliver World Class care together!\xe2\x80\x9d

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.

Cleveland Clinic London