Patient Liaison Officer - London, United Kingdom - UME

Description

Job Advert


Job title:
Patient Liaison Officer

Reporting to:
Bookings Supervisor

Location: 17 Harley Street, London

Salary:
£28,000 per annum

About us:

Located in London's premier medical district and most iconic addresses, UME Health offers exceptional outpatient and diagnostic services in the areas of Cardiology, Orthopaedics, Sports Medicine, Podiatry, Ear Nose and Throat (ENT), and Executive Screening.

Our world-renowned, multi-disciplinary consultant and clinical teams combined with our state-of-the-art diagnostic facilities enable us to deliver the best possible care to our private patients.

We offer a premium diagnostic advanced imaging service combining high specification technology and expertise.

We take patient experience and satisfaction seriously and pride ourselves in providing the best medical treatment and diagnostic quality in London.

Our referring clinicians and patients are at the centre of everything we do. We provide services that are personal and tailored to everyone. We are passionate about providing the very best diagnostic and support services to medical professionals and our patients.

With a swift pathway from referral to diagnosis our team of dedicated experts respect the individuality of each patient and respond effectively to their needs in a relaxed and carin g environment.

Our clients trust us to look after their needs and deliver services and care in a way that our clients expect.

Main Purpose of the Job:

As a Patient Liaison Officer at our state-of-art diagnostic clinic, you will play a crucial role in enhancing our booking pathway and supporting its growth as a leading healthcare provider.

You will be responsible for managing patient appointments, optimizing scheduling processes, and ensuring exceptional customer service to enhance the overall patient experience.

You will be required to provide a high level of customer care and service. You will be responsible for processing all outpatient appointments, ensuring accurate patient information is always recorded.

Our bookings team is responsible for offering the available[GS1] appointments to customers and updating all referrers regarding the booking and reporting process.

Key External Relationships:


All referrers:

• Consultants, specialists, and medical secretaries
• NHS
• Corporate clients
• Embassies
• Patients
• OEM's and Radiology Support System Providers

Key Internal Relationships:

• Management team
• Executive team
• Nursing team
• Non-Invasive Cardiology team
• Radiology team
• Finance team
• IT team

Working Hours
The contractual hours are 37.5 hours per week

The post holder must be able to work between the hours of 7:30 - 20:00 Monday to Friday and occasionally Saturdays.

Key Responsibilities:


Appointment Management:
Coordinate patient appointments efficiently, ensuring optimal utilization of clinic resources and adherence to scheduling guidelines.

Pathway Optimization:
Analyze current booking pathways and identify opportunities for improvement to

streamline processes, reduce wait times, and enhance patient satisfaction.

Customer Service:

Provide courteous and professional assistance to patients and referring physicians, addressing inquiries, and concerns related to appointment scheduling with empathy and efficiency.

Patient Liaison:

Serve as a liaison between patients and clinic staff, communicating appointment details, preparation instructions, and any necessary pre-appointment information accurately and clearly.

Technology Utilization:
Utilize booking software proficiently to schedule appointments, update patient information and maintain accurate records.

Quality Assurance:

Ensure accuracy and completeness of patient information, appointment details, and insurance verification to facilitate smooth clinic operations and billing processes.

Performance Monitoring:

Monitor appointment booking metrics, track key performance indicators, and generate reports to evaluate booking pathway effectiveness and identify areas for improvement.

Patient Education:

Provide patients with relevant information about appointment planning, including location, parking, arrival instructions, and any special considerations to enhance their overall experience.

Governance:
Ensure practices and processes are compliant with the regulatory standards which the business operates; Health Care Act (CQC) Health & Safety Act

General Data Protection Regulation (GDPR) standards: Responsible for overseeing the collection, storage, and handling of patient data in accordance with GDPR guidelines, safeguarding patient privacy and confidentiality throughout the booking pathway.

• This is not a definitive list of duties, and all employees may be required to carry out other responsibilities within their capability

Person Specification:


Essential Criteria

• Previous experience in a healthcare setting, preferably in patient advocacy or customer service roles
• Excellent interpersonal skill