Patient Liaison Officer

Alfred Health

Alfred Health is a leader in health care delivery, improvement, research and education. We are the main provider of health services to people living in the inner southeast suburbs of Melbourne, from ambulatory to inpatient and home and community-based services.

• Permanent Full Time (1.0 EFT / 80 Hours)
• Salary Package: HS4 + Superannuation
• 5 Weeks Annual Leave, Monthly ADO & Salary Packaging
• Located at The Alfred

About the team

This position is Finance Patient Liaison Officer to support both the Finance Department and wider Alfred Health departments and is responsible for increasing the capture of private and compensable patient revenue and growing the private practice profile across Alfred Health. This is achieved through maximising the identification, capture and collection of documentation and collect upfront fees in a timely, accurate and transparent way across Alfred Health.

About the role

The PLO Supervisor is responsible for providing operational leadership, guidance, and day to day oversight of the PLO team. This role plays a critical part in ensuring the accurate and timely identification, capture, and administration of private and compensable patient revenue across Alfred Health.

Key responsibilities include coordinating team activities, managing workloads and priorities, overseeing the documentation and fee collection processes and supporting the PLO Manager in driving continuous improvement initiatives aligned with strategic revenue goals.

The PLO Supervisor also ensures that patients, families, and staff receive high-quality service and accurate information regarding health insurance and compensation schemes, including Private Health Insurance, Workcover, Transport Accident Commission (TAC), Department of Veterans' Affairs (DVA), and Medicare Ineligible billing.

Skills & Experience

• Provide operational leadership, supervision, and coordination of daily activities across the PLO and Revenue Services teams to ensure performance targets, revenue objectives, documentation standards, and compliance requirements are consistently met.
• Act as the initial point of escalation for the PLO team, managing queries, urgent operational matters, and system-based issues to support effective resolution and service continuity.
• Oversee and support informed financial consent, accurate patient quotations, and the timely collection of upfront fees for all private and compensable patient classifications, helping to minimise debt exposure.
• Monitor the integrity of patient data and classifications, escalating discrepancies and ensuring appropriate capture and processing of billing information.
• Contribute to the recruitment, onboarding, and training of new staff, while supporting the ongoing development of existing team members through coaching, education, and capability-building initiatives.
• Participate in the review, development, documentation and implementation of policies, workflows, and education resources that support best practices in revenue generation and patient administration.
• Support and implement revenue strategy initiatives in alignment with Alfred Health's financial sustainability objectives, including identifying business opportunities and leading system and process improvements.
• Liaise effectively with internal departments and external stakeholders (e.g. health insurers, TAC, DVA, Workcover) to optimise workflow efficiency, billing compliance, and communication across the revenue cycle.
• Provide regular reporting, analytics, and insights into revenue and billing activity to internal stakeholders to inform continuous improvement, policy refinement, and performance management.
• Collaborate in the development and optimisation of finance systems, including user documentation, system testing, and training, to ensure ongoing functionality and alignment with operational needs.
• Foster a positive, innovative, and collaborative team culture that empowers staff to contribute meaningfully to Alfred Health's broader financial and service delivery goals.

Benefits

• Salary Packaging & Novated Leasing through Maxxia.
• Flexible Heath Insurance coverage through HCF Health Insurance
• On-site car & bike parking opportunities, Deducted Pre-Tax
• Fantastic onsite fitness facilities at The Alfred through ProSport Health and Fitness.
• Child Care Services at The Alfred managed by KU Children's Services

If applicable, specify specific requirements that you require in the cover letter or CV.

Any queries please contact Joanne Drossos, Patient Liaison Officer Manager,

Applications Close: 11pm AEST, Sunday 31st August 2025.

Alfred Health is an equal opportunity employer and is committed to attracting and retaining a diverse workforce that reflects the community we serve. Applications from Aboriginal and Torres Strait Islanders are encouraged.

In accordance with the Health Services Amendment (Mandatory Vaccination of Healthcare Workers) Act 2020, health care workers in Category A or B roles (as determined by the department's risk ratings) are required to be vaccinated against influenza or hold an acceptable medical exemption.

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