Mayo Clinic Healthcare in London has a new and exciting opportunity for a Front of House and Enquiries Manager to join the team! 

Reporting to the Director of Operations, the role holder will be responsible for driving medical and diagnostic bookings and executive health screening consultations, converting enquiries and ensuring that the team delivers exceptional levels of customer service and excellent experience for our patients. We are looking for someone with experience in coaching sales teams, meeting customer demands and managing changes within a patient centric, yet commercially focused environment.

You will be working cooperatively with all levels of healthcare professionals throughout the Mayo Clinic enterprise, maintaining an effective working relationship with a variety of personnel, interacting with referring providers, other clinical associates, patients, their families, and other visitors, treating them with dignity and respect.  You and your team of enquiry, booking and front of house administrators will facilitate patient visits by responding to patient needs and requests of the healthcare team both internally and externally, coordinating care as necessary.

Position Overview:

•    Manage, coach and lead the enquiry and diagnostic booking administrators to respond to all patient enquiries received via web submission, telephone and email within agreed turnaround timescales, maintaining high levels of service.
•    Manage the Front of House team and implementation of department processes and procedures to ensure that the best services are delivered.
•    Ensure a professional and patient-focused front of house service to our consultants and patients attending our reception, registration, bookings and payment areas.
•    Working with a multidisciplinary team, develop and refine executive health screening pathway for patients and corporate clients by providing discreet and unrivalled service.
•    Coordinate executive screening pathway throughout all patient journey touchpoints, from enquiry to consultation, diagnostics and discharge, ensuring seamless and reassuring service throughout.
•    Work with referring organisations in order to streamline access to Mayo Clinic and assist in managing patient pathways efficiently and offer a high-quality patient experience.
•    Assist in the development of concierge services to facilitate premium front of house service.
•    Act as a champion for customer service excellence and be a custodian for Mayo Clinic Healthcare values.  Acting with integrity and a professional manner in order to promote Mayo Clinic at all times.
•    Manage the day-to-day provision of pricing information and patient documentation for self-pay patients, to consultants, patients and internal colleagues
•    Work closely with colleagues in Finance on managing encounter closures and maintaining accurate pricing information.
•    Ensure all annual appraisals for direct reports are completed and carried out in line Mayo Clinic Healthcare policy.
•    Be effective and efficient in all resource management, including but not limited to scheduling, holiday, sickness and TOIL.

To be successful in this role, you will be a highly self-motivated individual who is able to plan and organise their own workload without supervision and make decisions independently. An understanding of private healthcare market in the UK is essential. This role will need to demonstrate the ability to lead and manage a diverse team and form productive working relationships with internal and external stakeholders.

•    Experience in managing, coaching and training medium sized teams to success. A mentor who cares for the team and manages with patience while keeping on top of KPIs.
•    Proficient in simplifying and streamlining complex processes to improve efficiencies, employee engagement and patient experience.
•    Experience in sales with an understanding of the commercial contribution of the team, clear in the understanding of conversion rates and KPIs.
•    Experience in working and managing in a contact center environment and using CRM software.
•    Able to work collaboratively with marketing and business development teams to develop and execute effective promotional campaigns and initiatives to drive enquiries enhance brand awareness.
•    Experience in analyzing sales data, performance metrics and customer feedback to identify areas for improvement and implement corrective actions, providing concise reports in the weekly operations meeting.
•    An agile thinker with a track record of driving revenue growth, service and expanding the business operations.
•    A strong collaborator with experience working cross departmentally to achieve the goals and objective of the business.
•    Committed to delivering exceptional customer experience and patient care.
•    Comfortable working in fast-paced environment, multitasking and managing competing priorities effectively.
•    Exceptional in your communication and interpersonal skills, with the ability to effectively engage with your stakeholders, healthcare professionals and customers.
•    Experience in managing and resolving customer complaints.

Key Skills & Competencies
o    Leadership, team and relationship management
o    Influencing skills 
o    Oral and written communication
o    Analytical and detail oriented
o    Critical thinking and problem solving
o    Organised and effective time management
o    Ability to collaborate with stakeholders

Mayo Clinic Healthcare – Values Framework
o    RICHTIES

This job description is a general guide to the scope of the post but may change in line with the needs of the Department or at the request of the Manager.