Billing & Credit Quality Lead

Salary: Dep on exp + benefits
Location: London, NW1 (3 - 4 days a week onsite)
Job type: Permanent
Hours: Full-time

The role

We are currently looking to recruit a Billing and Credit Quality Lead. A newly created position within the Finance team, you'll 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'll drive high standards through call listening, audits, coaching, and patient feedback.

Collaborating across the full patient pathway, you'll 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 you!

About us

Established in 1932, The London Clinic is one of the UK's largest private hospitals, with eight state-of-the-art facilities in the heart of London's medical community around Harley Street. As a charity, we reinvest in cutting-edge treatments, technology, and facilities to benefit our patients, staff, and the wider community.

We offer a comprehensive range of services, from complex medical and surgical procedures to specialist cancer care. The London Clinic is known for its supportive, collaborative culture where every contribution is valued, guided by our core values: We go further, We work as one, We personalise care.

Key Duties

• Ensure 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 Experience

• Previous experience in quality improvement/change management within a Finance setting
• Experience in customer service environments
• Experience of developing training programs, and implementing SLAs/KPIs to drive quality and performance
• 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

Benefits

We offer a range of benefits including flexible working and great career opportunities. Our core benefits are:

• Private Medical Insurance
• Contributory pension scheme (total contribution up to 20%)
• 25 days holiday plus bank holidays
• Life assurance
• Travel season ticket loan
• Family friendly benefits
• A range of retail discounts
• Excellent career development; with 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 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.