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Our purpose focuses on how we contribute to society, and how our business decisions can contribute to greater trust and solving important problems. In order to achieve our purpose and deliver a first-class service to our clients, we need first-class support internally. The people who power us - our internal teams - have a vital role to make sure we have all the right resources, services and technology to be the best we can be. Not all of us work directly with external clients.

Purpose of the Role
The warm greeting from our Patient Liaison Team determines the first impressions patients have of The Clinic at Embankment Place & More London. The role of the Patient Liaison Officer is to provide the highest level of care to our patients and internal stakeholders, personally taking responsibility for their
appointment and requirements with accuracy and efficiency.

The Patient Liaison Officer should convey an attitude where no request is too big and no detail is too small, creating a personalised service for each individual with a sensitive and discrete manner ensuring you go the extra mile to anticipate needs.

Patient Liaison Main Duties and Responsibilities:

• Provide a high quality and caring service to all patients and Clinicians. As the first point of contact, you are responsible for portraying The Clinic in a professional manner while providing a warm, calming, and empathetic welcome.
• Greet all patients ensuring everyone is treated with respect while considering their personal preferences for privacy and comfort.
• Be aware of patient confidentiality ensuring strict legislation is always followed with any breaches concerning patient information and all aspects of care escalated immediately.
• At all times ensure you provide a consistent, efficient and accurate service.
• Support new patients with the registration process.
• Ensure that all patients personal details are updated and correct ensuring you contact patients for any missing information. For example, removing any old comments that may be present from the previous provider (Blossoms Healthcare) and merging duplicate profiles.
• Take ownership of ensuring that each patient has completed a registration form and update their medical record so that it is entirely accurate including Health Questionnaire forms.
• Ensure that all questionnaires (such as health assessment, travel risk and ear irrigation) are fully completed, and the patient's profile is updated where required.
• Communicate patient arrivals to the Clinician promptly so they are seen in a timely manner. This includes ensuring the appointment system is efficiently and accurately updated with their arrival status.
• Understand that some patients may unexpectedly require additional time with the Clinician causing a delay to further appointments. Be ready to adapt, update and help delayed patients.
• Book, amend and cancel patient appointments maximising each Clinician’s schedule.
• Be organised and proactive by printing and preparing all patient labels and documentation the previous working day as well as adding any last-minute appointments promptly.
• Support the Admin team with management of their inbox.
• Follow up on test results as requested by the Clinicians.
• Handle patient enquiries and supply relevant information to them.
• Be responsible for sending out all patient feedback forms once patients leave The Clinic.
• Scan in handwritten notes and Consultant letters.
• Print documents such as referral forms and results as required by the Clinicians.
• Distribute the post.
• Correctly manage self-pay patients by labelling their profile with their relationship and name of their PwC contact and handling enquiries using the templates provided.
• Monitor all areas in The Clinic to ensure that they are always tidy and presentable, taking corrective action where necessary. This includes ensuring the Clinician trollies are fully stocked at all times.
• Troubleshoot client and visitor problems using research and problem-solving skills.
• Remain calm and practical in a high-pressured, demanding, and ever-changing environment.
• Manage specimens ensuring couriers are organised within the timeframes required for the laboratories. Being aware of the right process to follow and action urgent samples.
• Identify ongoing development needs across Patient Services and ensure these needs are met – including self-development needs and actions.
• Assist with any other ad-hoc tasks that may come up.

Client Relationships:

• Build a highly trusted relationship with The Clinic staff and their patients ensuring that we are proactively engaging, listening, and promptly responding to queries, such as booking appointments.
• Anticipate the needs of patients and Clinicians by actively and positively engaging with everyone ensuring you are adapting to their individual requirements.
• Participate and attend Clinic forums, groups, committees, and complete training as required including matters related to CQC audits.
• On an on-going basis, give feedback on all current services and seek to introduce incremental improvements that will differentiate the level of service provided to all customers.
• Communicate promptly to your line manager, as appropriate, any comments and complaints made about our service.

Financial Management:

• Accurately take patient financial information including card details and card payments.
• Ensure there are no outstanding balances or questions on medical records.
• Collect payments as required.
• Ensure that all consultations are booked to be billed correctly.
• Print off patient receipts/invoices when requested to do so by a patient.
• To perform end of day account function ensuring that cash collected is banked and transaction records are maintained, complete processes / procedures.
• Minimise wastage where possible.

Health & Safety, the Environment:

• Keeping our team members and our customers safe is paramount, and we expect you to adhere to all company policies and guidelines and lead by example. Always ensure you are fulfilling all your responsibilities which should become second nature.
• Become familiar with Clinic policies relating to all CQC requirements. You must ensure these are implemented and adhered to all times and attend mandatory updates.
• Be competent in the safe use and storage of all equipment in the department. Promptly report any faults and ensure appropriate action is taken. Ensure that regular maintenance is carried out.
• Comply with COSHH regulations.
• Be knowledgeable and implement aspects of the Data Protection Policy which has clear guidance on confidentiality and record keeping.
• Make sure all incidents / accidents related to the department are logged.
• Complete all mandatory training