Patient Liaison - Corporate Health Lead

Job Title: Patient Liaison - Corporate Health Lead
Location: London / Hybrid
Full time 37.5 hours per week
Permanent
Salary: Competitive with a range of exceptional benefits

We’re looking for a Patient Liaison - Corporate Health Lead to join our Concierge team based in London.  Our Concierge service provides a single point of contact, where all healthcare medical needs can be addressed and navigated no matter how complex or difficult (including ICU to ICU transfers from all over the world.  

The service was commissioned in 2020. The team operate a 24/7, 365 days a year clinically nurse-led service with access to all HCA UK sites. This is brand new team within the service which will offer exceptional support and care to our corporate health clients at executive level.

As a Patient Liaison - Corporate Health Lead you’ll…provide day to day operational management for the administrative service of the HCA UK Medical Concierge Service and directly line manage a team of Patient Liaison Officers (PLOs). Working closely with the Senior Management, Clinical and PLOs in the enhancement and strategic development of the existing services as well as supporting the SMT with the development of any new service lines. 

You will be building long-term relationships with Consultants and third-Party Providers to enhance referrals and increase productivity, supporting the overall objective of increasing consultant loyalty to facility and HCA Healthcare UK. In this role you will need to be able to navigate patients whilst dealing with conflicting demands and deadlines, and exercise appropriate judgement when responding to queries and requests.

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 our 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:

• will lead a team of PLOs to deliver a personalised service to all clients by developing a response to client needs in accordance with agreed standards of delivery.

•  Oversee the management of all outpatient referrals, identifying operational priorities, allocate caseload and reports and actively manage waiting time for appointments in collaboration with other services across HCA UK.

• lead by example and act as a positive role model for all colleagues, promote team working and manage the department skill mix to deliver safe, effective, high-quality care.  To include recruitment, induction, mandatory training, performance reviews and personal development plans for each team member.

• Motivate the team to ensure effective collaborative working is achieved and departmental KPI’s and financial revenue is achieved.

• Work in conjunction with members of the Senior Management Team (SMT) team to deliver the 5-star UK Medical Concierge service through effective leadership, multidisciplinary team working, leading the team to ensure clinical and colleague governance is achieved and maintained.

• Ensure all accounts are correctly flagged and monitored to maximise income generation from the activity of the service, working collaboratively as a team with the aim of meeting revenue financial targets as per calendar year prediction, ensuring patient’s safety is always practiced in every case.

• Collate, analyse, interpret and communicate business performance measures, including departmental Key Performance Indicators (KPIs)

• Analyses budget and financial information as delegated, to maintain oversight of income and expenditure and highlight potential problems.  Ensuring monthly forecasting of activity and income, escalating concerns and managing income risk within agreed frameworks.

• Work with the Director of Development and the Head of Clinical Services with identifying and participating in the tendering for new business opportunities. Contribute to businesses and lead their implementation.

What you’ll bring:

• Demonstrative career experience leading a customer / patient services team within a high-profile corporate organisation – used to working with C Suite clients.
• Exceptional Stakeholder management and influencing skills to include both verbal and written communications.
• An inspirational leader, able to coach, develop and mentor a team to excellence. Able to motivate and drive KPI performance.
• Strong IT skills to include MS office suite and bespoke systems.
• Excellent problem solving and can-do approach to stakeholders and patients.
• An analytical mind able to review data and translate to presentations.

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 - Corporate Health Lead 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.