Patient Liaison Officer

Your World Healthcare is currently recruiting a Patient Liaison Officer based in Ipswich on a permanent basis.

Your World Healthcare is a leading specialist healthcare recruitment agency, placing a range of healthcare professionals including Non-Clinical and Clinical positions.

**Patient Liaison Officer**

**Location**: Bury, St Edmunds

**Job Type**: Permanent

**Proposed start date**: ASAP

**Sector**:Private Healthcare

**Base**:Hospital

**Pay Rates**:Competitive Salary

**Working Days and Hours**:Full Time, Monday to Friday 37.5 hours per week, 8am to 4pm or 9am to 5pm

**Benefits**:

- Free parking onsite
- Private Medical Insurance
- Private Pension Scheme
- 25 days holiday a year increasing to 30 days
- Enhanced Maternity, Paternity and Adoption Leave
- Employee Referral Scheme
- Learning and development; free courses and industry recognised qualifications
- Friends and Family Hospital Discounts
- NHS Blue Light Discount Card

**Role Purpose**
- To convert appropriate self pay enquiries and consultations to self-pay procedures within pre-agreed targets
- To ensure a quality service for potential self pay patients including the accurate and timely response to self-pay enquiries from patients, consultants, medical secretaries and the National Enquiry Centre (NEC)
- To facilitate necessary access times and information required for patients to convert to procedure
- To appropriately influence patients to choose our clients company for their procedure

**Duties**
- Provide pre-consultation information and indicative pricing accurately and promptly to the NEC and to patients that have enquired directly to the hospital/self-pay office to maximise conversion to appointment
- Follow up pre-consultation enquiries that have reached the hospital directly (not via the NEC) within 24 hours of the initial request
- Book appropriate self-pay patients into a suitable clinic appointment
- Lead the costing, management and distribution of self-pay packages to patients, Consultants, Medical Secretaries and the NEC using standard, national pricing calculators as appropriate
- Accurately record the minimum data set and track enquiries and quotations, ensuring shared access with the hospital’s management team
- Follow up with post-consultation self-pay patients, where possible, by meeting them immediately after their consultation or contacting them no later than the following day, ensuring patients understand the benefits of remaining privately funded for treatment, the availability of finance and next steps in the event of treatment being needed. Utilise information provided from the marketing team to facilitate these conversations.
- Track and report month-to-date self-pay bookings and conversion rates from consultation to treatment vs monthly target
- Liaise and influence relevant hospital departments to provide self-pay patients, consultants and medical secretaries with preferred access times
- Coordinate with Reservations to ensure all self-pay procedures are paid in full prior to patient’s admission
- Coordinate and assist whenever possible in the organisation and hosting of consumer open events, including customer meet and greet, capture of minimum datasets and subsequent follow-up within 48 hours of the event or immediately after if the event is a free mini consultation with a Consultant
- To be proficient in the use of Ultragenda patient administration system, charge master and pricing tools
- Commitment to ensuring quality services are delivered to both internal & external stakeholders through continuous improvement activities.

**Qualifications, Skills and Experience**
- Systematic and methodical approach to work
- Excellent attention to detail
- Commitment to exemplary customer service delivery
- Team Player
- Tact, discretion and empathy when dealing with patients.
- Able to work on own initiative and under pressure within demanding time schedules.
- Able to handle and deal with work of a sensitive and confidential nature
- Receptive to changes in the working environment
- Customer service using telephone, written and face to face communications
- Working within service performance standards Proven influencing/sales skills
- Numeric
- Proficient in MS Outlook, Excel and Word
- Excellent command of the English language, both written and verbal
- Excellent telephone manner and interpersonal skills

**Key Performance Indicators**:

- Pre-consultation enquiries (that have reached the self pay office directly, not via the NEC) followed up within 24 hours
- Post-consultation patients followed up within 24 hours
- Fixed pricing provided within 24 hours. Complex quotes within 48-72 hours with input from clinical/finance teams where required.
- Procedure bookings vs monthly target
- Conversion rate from consultation to treatment vs monthly target