Patient Liaison Officer-London
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Job Summary
Mayo Clinic Healthcare in London has an exciting opportunity for an experienced Patient Liaison Officer.
The Patient Liaison Officer is a pivotal member of the healthcare team responsible for delivering exceptional patient service through a blend of reception scheduling and to post-consultation supporting both clinical and administrative functions within the organisation.
KEY RESPONSIBILITIES
Reception Duties
Greet and assist patients visitors and staff professionally ensuring a welcoming and inclusive environment.
Receive and screen phone calls direct callers and visitors appropriately and manage patient/customer flow within the facility.
Handle requests distribute mail and information and perform clerical tasks such as data entry filing and supply management.
Maintainconfidentialityandadheretoorganisationalpoliciessupportinga diverse and respectful workplace.
Demonstratesensitivityempathyandexcellentcommunicationskillsinall interactions.
Scheduling Duties
Independentlycreateandmanagepatientappointmentswithintheelectronic medical record system for a complex multispecialty practice.
Gatherandverifypatientdemographicandproviderinformationtoensure accurate scheduling and eligibility assessment.
Advise patients regarding co-payments referral authorisations and pre-service deposits ensuring preparedness for procedures or visits.
Coordinate care through electronic correspondence ensuring timely follow-up documentation and management of outside medical records imaging and lab results.
Respondtopatientandhealthcareteamenquiriesviatelephoneonline requests and fax maintaining accuracy and thoroughness in all communications.
Demonstrate flexibilityincross-coverage betweenfront-of-house and reception desks as required.
Patient Liaison Duties
Convert self-pay enquiries and consultations to procedures meeting pre-agreed targets and maximising conversion rates.
Providepre-consultationinformationandindicativepricingpromptlytopatients and relevant stakeholders.
Book suitable clinic appointments for self-pay patients and manage the costing distribution and tracking of self-pay packages.
Followupwithpatientspost-consultationtoensureunderstandingoftreatment options finance availability and next steps.
Organise and hostconsumeropenevents capturingdataand ensuring timely follow-up.
Ensure compliance with regulatory requirements Health and Safety standards and confidentiality protocols.
Trackandreportonbookingsconversionratesandkeyperformanceindicators.
Qualifications
GeneralCertificateofSecondaryEducation(GCSE)orequivalent.
Minimumtwoyearscustomerserviceexperienceinamulti-taskingenvironment (e.g. call centre administrative/physicians office appointment scheduler retail/serviceindustry).
Experience in customer service via telephone written and face-to-face communications.
CompletionofMedicalTerminologycoursepreferred
.Priorexperiencewithdataentrycomputerwordprocessingandoffice equipmentoperation.
Medical/healthcaredeliveryenvironmentexperienceandfamiliaritywithclinical procedures/medical terminology desirable
Commitmenttocontinuous improvement and compliancewithmandatory training.
AwarenessofHealthandSafetyatWorkActandconfidentialitystandards.
Must havetherighttoworkintheUnitedKingdom.
MustbefluentinEnglish.
Required Experience:
Unclear Seniority
Key Skills
- Presentation Skills
- Time Management
- Clinical Research
- Communication skills
- GCP
- Infusion Experience
- Managed Care
- Hospice Care
- Conflict Management
- Clinical Trials
- Research Experience
- Home Care
About Company
Why Mayo Clinic Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive ... View more
