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Patient Liaison

Location:
Central London
Job Overview

Purpose of Post

The Patient Liaison team are responsible for ensuring that our patients’ journey along the clinical pathway is as seamless and effective as possible, and that every patient’s experience is to the Company’s standard for Excellence and in line with our stated aim of being the ‘most Trusted provider of eye care in the UK’.

The role has a primary focus on supporting patients through their Refractive Initial Assessment in our on-site Outpatient clinic and supporting medically suitable patients to book vision correction surgery. Integral to this function is a ‘selling’ framework based on identifying the patients’ needs through dialogue and building a relationship, and working closely with the clinical assessment team to match treatment proposals against those needs and support the patient to book surgery at Optegra.

The role also directly supports the administration required to enable the patient’s surgery and their post-operative follow-up care.  Effective liaison and coordination with our Consultant Surgeons, Optometrists, Ward and Theatre teams is required to ensure our patients have an excellent experience at every stage and feel confident in having refractive surgery with Optegra’s Consultant Surgeons.

Main Duties and Responsibilities
  • To be the primary point of contact for allocated patients attending the hospital for consultation and treatment.  Establish rapport and build a relationship with patients to support them feeling comfortable and confident in booking surgery with Optegra.
  • Routine tasks include welcoming patients; explaining what will be happening to them during their visit; supporting patients before and after their consultation by providing further information on treatment & pricing options; communicating the next stages to the patient; booking surgery and taking payment for procedures. 

  • Additional responsibilities include:

    • Delivering excellent customer service to maximise patient satisfaction, as measured through patient surveys and reviews.

    • Adherence to Optegra’s patient pathway model, facilitating the key clinical assessment and feedback stages in order that the patient receives all the necessary information and that the clinical team capture all key data.

    • Supporting the relationships between patients and our Consultants/Optometrists to ensure the patient has all the necessary information to reach an informed decision.

    • Ensure that all patient invoicing is completed accurately and efficiently to enable surgery to be booked with minimal delay.

    • Manage key administration tasks and generate reports required to support surgical patients.

    • Maintain an effective working knowledge of finance options and Company processes for managing these.

    • Track and follow-up patients after assessment to support them to book for surgery.

    • Communicate effectively and empathetically with all patients, colleagues and external contacts.

    • Ensure that feedback is received from the patient after their Initial Assessment and subsequent contact and captured in the Electronic Patient Record.

    • Capture of data and production of statistics as required by the Patient Experience Manager.

    • Ensure all patient records are available for clinic and surgery appointments.

    • Electronic scanning and capture of all paper documents required to be kept in patient records.

  • Providing support to the Patient Services Centre staff as required; clarifying appointments and answering general queries.

Requirements

Competency

Essential Criteria

Desirable Criteria

Technical & Professional Competence

This area is all about having the technical/specialist skills to perform the job effectively.

 

  • Significant experience in similar customer service and consultative sales positions.
  • Demonstrated ability to sell, both on the phone and face-to-face.
  • Excellent working knowledge of Microsoft Office suite i.e. Outlook, Word and Excel and proven ability to adapt to proprietary packages.
  • Experience of selling ‘premium’ products at a £4-8k price point.
  • Ophthalmic experience is an advantage.
  • Private sector healthcare experience.
  • Experience of customer billing/accounts.

 

Service Excellence

This is about doing all you can to satisfy - and where possible exceed - the expectations of the wide range of both internal/external customers and patients you deal with.

‘Internal customers’ refers to everyone at work to whom you provide a service and includes your colleagues and people in other Departments.

‘External customers’ are all external suppliers, partners and members of the public.

  • Patient/customer-focussed.
  • Caring and empathetic nature.
  • Cheerful, outgoing personality.
  • Demonstrates a proactive, positive and optimistic attitude using a common-sense approach.

 

 

 

Communication

This is all about everybody making the effort to communicate with patients and employees at all levels in an appropriate, thoughtful and timely manner.

 

  • Ability to communicate effectively with a wide range of individuals, both internally and externally.
  • Good personal presentation.
  • Pragmatic and articulate.
  • Experience of dealing with confidential information.

 

Problem solving and decision making

This is all about looking for ways to overcome and learn from problems and challenges that arise.

  • Excellent problem solving and analytical skills.

 

 

 

Planning and organising

This is all about making the best use of the time you have available to you to do your job, working in an organised manner and planning to ensure you achieve your agreed work goals.

  • Calm under pressure and able to manage stress.
  • Well-organised and capable of prioritising.
  • Self-motivated.
  • Flexible and open to change.
  • Excellent attention to detail.

 

Teamwork

This is all about people working together effectively to achieve more than they possibly could working individually.

  • Strong team focus

 

 

Developing self and others

This is all about being prepared to continually learn to better yourself and being prepared to help others to learn and develop to achieve their full potential.

  • Evidence of relevant Continual Professional Development and a willingness to learn