Private Patient Liaison Officer

This is an exciting opportunity to join our new Private Patient services at Chelsea and Westminster Hospital under Chelsea and Westminster Foundation Trust within the Private Patient Unit.

We are looking for someone to join our committed team providing excellent patient experience and embracing the Trust values. We are looking for an experienced administrator with a passion for exceeding patient expectation and ability to deliver a 5-star service to all patients within the Private Patient Unit. Successfully candidates will work at the Chelsea site, supporting the implementation of Private Care services.

Main duties of the job

• Be the first point of contact for patients, secretaries, and healthcare insurance companies wishing to book or enquire about services available.
• Provide patients with accurate prices for services they may wish to receive.
• Handle self-pay enquiries directly from members of the public via phone calls, website enquiries, emails, and face-to-face meetings.
• Make appointments for patients in outpatients or diagnostic facilities and send the appropriate literature to the patient once the appointment or diagnostic has been booked.
• Arrange all theatre bookings and ensure patients are appropriately identified on theatre lists.

Job responsibilities

• Deliver an efficient and faultless customer experience in handling both inbound and outbound customer enquiries.
• Handle self-pay enquiries from the public and maximise the conversion of enquiries to out-patient appointments, tests, and procedure packages.
• Utilise the Hospital Booking Systems (Cerner and Compucare) to validate patient demographic details, make or change appointments, and update computerised records.
• Deal with all enquiries in an efficient, polite, and courteous manner, providing a caring, compassionate, helpful service to patients, staff, and the general public.
• Work closely with the commercial and pricing teams to ensure self-pay opportunities are maximised.

Benefits

• Competitive salary: £34,186 to £37,389 per annum
• Permanent contract
• Flexible working pattern

Requirements

• Technical Apprenticeship in Customer Service / NVQ Level 4 Customer Services or AAT Level 2 basic accounting or equivalent knowledge or experience.
• Educated to GCSE standard or equivalent.
• Experience of working within a busy office environment.
• Excellent interpersonal and communication skills.
• Working knowledge of Microsoft products: Word, Microsoft Office, and Excel.

Desirable

• Experience within a Private Patients Department.
• Experience working in an NHS environment.
• Knowledge of PMI insurance billing frameworks.