Job Title: Patient Liaison Officer
Full time 37.5 hours per week
Shifts Pattern: Between 8am and 8pm – on Rota (to include 1 in 5 weekends)
Fixed Term Contract
Salary: Up to
We’re looking for a Patient Liaison Officer to join our Concierge team based in Marylebone, London.
Our medical concierge service offers a dedicated, patient-centred service and provides a single point of contact to patients, and we operate 24/7, 365 days a year to offer complete peace of mind.
Our team comprises of specialist nurses with specialised training in medical and surgical care, and experienced patient liaison officers. We cover areas such as intensive care, coronary care, paediatrics, A&E, perioperative and emergency assessment, gynaecology, urology, cardiology, cancer, aged care and acute medicine.
As a Patient Liaison Officer, you’ll will be responsible for the coordination of patient appointments and activity related to the patient journey through the Concierge Centre, under the guidance of the Clinical team. You will provide administrative support and exceptional customer service to our patients and all stakeholders within HCA Healthcare UK.
Each member of the Concierge Centre team is committed to ensuring that patients receive exemplary care. We strive to make every patient journey seamless by finding the correct pathway for each individual and ensuring patients are admitted to the most appropriate HCA UK hospital for their needs.
Above all else, we’re committed to the care and improvement of human life. It’s this guiding vision that influences everything we do at HCA UK. From the CEO to the colleagues on the floor we all have a part to play in delivering exceptional care to our patients. Other’s may think this is just a role in Concierge team, but to us, you’ll be part of a wider team with a unique sense of purpose, one that helps improve lives on a daily basis.
What you’ll do:
- You will provide exemplary quality customer service and support to the clinical team in providing the facilitation of referrals pathways into HCA Healthcare UK, including the facilitation of the following referral pathways, International Adult and Paediatrics, NHS transfers, GP referrals and specialist consultations.
- Act as a single point of contact for patients, consultants, referrers where diagnostic tests are required – liaising with all parties as required. Liaising with patients and insurers in relation to private medical insurance cover.
- Manage telephone calls, communicating professionally and efficiently with staff, patients as well as redirecting calls as necessary.
- Provide effective support to carers and family members of patients, using appropriate channels and styles of communication to meet the needs of patients, relatives, carers. Whilst demonstrating a thorough understanding of the entire patient referral pathway.
- General Administrative and date entry alongside analysis of patient information and data.
- Financial administration, ensuring all accounts are correctly flagged and monitored to maximise income generation from the activity of the service, with the aim of supporting the financial targets and outcomes of the Concierge service.
- To support in the growth of the service by acting as an ambassador on various platforms and assist the marketing team when required.
What you’ll bring:
- Previous experience within administration, customer service and Healthcare
- Exceptional team working abilities.
- Excellent communication and organisational skills with the ability to build and positively manage important relationships. Whilst having an awareness and understanding of cross-cultural needs.
- Resourceful attitude, taking initiative to overcome barriers, identify pragmatic workarounds and to deliver under pressure. With a confident and professional attitude.
- Demonstrative stakeholder engagement experience at all levels.
- Exceptional IT skills to include MS office and in house systems and databases.
- The ability to analyse data and provide relevant interpretation.
Why HCA UK?
Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing.
By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As a Patient Liaison Officer, you’ll be eligible for:
- 25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave to suit you.
- Private Healthcare Insurance for treatment at our leading hospitals
- Private pension contribution which increases with length of service
- Season Ticket Loan and Cycle to Work scheme.
- Group Life Assurance from day one.
- Critical illness cover.
- Enhanced Maternity and Paternity pay.
- Corporate staff discount for all facilities including Maternity packages at The Portland
- Comprehensive range of flexible health, protection, and lifestyle benefits to suit you.
- Discounts with over 800 major retailers
Diversity and Inclusion
Patients first. Colleagues always. That’s the guiding philosophy behind our approach to Diversity, Equity, Inclusion and Belonging. We believe healthcare is built on a foundation of inclusion, compassion, and respect for our patients and for each other. By working together with our colleagues we’re creating a truly inclusive environment, where individual differences are celebrated, and everyone can achieve their potential.
We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. That’s why we’re happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.