Patient Liaison Officer Bank-London
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Job Summary
Mayo Clinic Healthcare in London has an exciting opportunity for an experienced Patient Liaison Officer-Bank.
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 flow within the facility.
Handle requests distribute mail and information and perform clerical tasks such as data entry filing and supply management.
Maintain confidentiality and adhere to organisational policies supporting a diverse and respectful workplace.
Demonstrate sensitivity empathy and excellent communication skills in all interactions.
Scheduling Duties
Independently create and manage patient appointments within the electronic medical record system for a complex multispecialty practice.
Gather and verify patient demographic and provider information to ensure 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.
Respond to patient and healthcare team enquires via telephone online requests and fax maintaining accuracy and thoroughness in all communications.
Demonstrate flexibility in cross-coverage between front-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.
Provide pre-consultations information and indicative pricing promptly to patients and relevant stakeholders.
Book suitable clinic appointments for self-pay patients and manage the costing distribution and tracking of self-pay packages.
Follow up with patients post-consultation to ensure understanding of treatment options finance availability and next steps.
Organise and host consumer open events capturing data and ensuring timely follow-up.
Ensure compliance with regulatory requirements Health and Safety standards and confidentiality protocols.
Track and report on bookings conversion rates and key performance indicators.
Qualifications
General Certificate of Secondary Education (GCSE) or equivalent.
Two years customer service experience in a multi-tasking environment (call centre administrative/physicians office appointment scheduler retail/services industry).
Customer service experience via telephone written and face-to-face communications.
Completion of a Medical Terminology course preferred.
Proficient in MS Outlook Excel Word and electronic medical records systems.
Medical/healthcare delivery environment experience and familiarity with clinical procedures/medical terminology is desirable.
Must be fluent in English.
Must have the right to work in the United Kingdom.
Required Experience:
Unclear Seniority
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
