Patient Liaison Lead East Grinstead, West Sussex

JOB TITLE:                           Patient Liaison Lead East Grinstead, West Sussex

ACCOUNTABLE TO:         EA to Medical Director and Team Lead

RESPONSIBLE TO:             Operations Director

Key Relationships:             Chairman/Medical Director, Chief Executive Officer, Customers/patients, relatives, Company staff, Purchasers, Contractors, Insurance companies, National Health staff,

Salary:                                       TBC

Centre for Sight is a private healthcare group specialising in ophthalmology.  With our main centre based in East Grinstead, and two further smaller facilities in Oxshott, Surrey and Queen Anne Street, London we pride ourselves as a centre of excellence, working with some of the most highly respected Ophthalmic Consultants in the industry.   We are renowned for our corneal expertise and laser eye clinic, with patients referred to us nationally and internationally.

Centre for Sight is currently rated ‘Good’ by the CQC and considered ‘Outstanding’ regarding the leadership of the organisation.  We are ISO accredited, making Centre for Sight a welcoming and engaging place to work for our clinical and administrative teams.

The primary responsibility is to communicate effectively and professionally with all patients in order to facilitate their conversion from enquiry to a consultation, tests and procedure.

The role will involve supporting several key processes underpinning the business with direct contact with the Medical Director, directors, managers, and patients, n a daily basis as well as other external parties as required.

The business has grown and continues to grow under a ‘family’ environment within the head office based in East Grinstead.

The position will involve but not be limited to:

Key accountabilities

  • Handling of all enquiries (capturing enquirers details, booking appointments, resolving queries, giving information on procedures, providing advice and practical help) from phone calls, emails, and face to face meetings with prospective self-pay patients
  • Ensuring completion of information forms and rearranging appointments appropriately.
  • Liaising with the admin team and consultants, moving patients new appointments in the event of clinic cancellations.
  • Ensuring utilisation of the clinic is at capacity, rearranging any appointments to ensure that the clinic is booked consecutively.
  • Focus on conversion and tracking of all patient enquiries to outpatient appointments and procedures in order to meet monthly targets
  • Ensure the accurate and timely pricing of procedures to provide to patients ensuring excellent customer service and opportunity for conversion
  • Prepare sales quotations for patients, ensuring all procedures are costed for profitability
  • Be the point of contact for all queries across all departments internally and for our external customers
  • To maximise enquiry conversion opportunities through customer service skills
  • Effectively overcome patient objectives and sell against competitors by understanding Centre for Sight USPs
  • Undertake all work in accordance with company and hospital policies and procedures
  • Use the CRM and patient portal fully and correctly to keep record of all enquiries and interactions to robustly manage and convert enquiry leads

To be considered for the role you will need to demonstrate the following skills and experience:

  • Excellent telephone manner and communication skills
  • Coming from a sales background is essential to enable conversions and meet sales targets
  • Good understanding of IT and proficiency in the use of Microsoft Office and customer retention management (CRM) software
  • Strong work ethic and the ability to work with minimal supervision
  • Analytical approach, able to ascertain fact, problem solve and seek answers to queries for the customer
  • Develop effective working relationships and assist in facilitating effective communication pathways with all colleagues
  • Strong team player

Under the Health & Safety at Work Act all staff have a duty to ensure reasonable care for the health and safety of themselves and other affected by their acts or omissions at work and to co-operate in meeting requirements of the law.

All staff will:

  • Adhere to company policies.
  • Take care of their own safety and that of others who may be affected by their actions or omissions.
  • Adhere to company and national health and safety policies and use any equipment or personal protective equipment provided to ensure safety.
  • Co-operate with the managers to maintain safe systems and safe workplaces.
  • Report any accidents/incidents or ill health, failings in premises, equipment, or personal protective equipment.
  • Not interfere with any equipment provided to ensure health and safety.
  • Not attempt to carry out tasks or repairs beyond their competence.

The post holder and all members of staff are required to respect the confidentiality of matters relating to patients or other members of staff. Specifically, staff who have access to computer held information must be aware of and comply with the requirements for the data protection act, details of which are available from the Data Protection Act designated officer (CEO).

The post holder is required to comply with, and actively promote, the company’s equal opportunities policy.

NB: This job description is subject to regular review in consultation with the post holder.  The job description outlines the current main responsibilities/duties of the post; however, the duties of the post may change and develop over time and the job description may be amended in consultation with the post holder to take account of changing circumstances.  

Benefits include a competitive salary, pension, private healthcare and free eye tests.

If you feel you are the right person for the role and would like to join an award winning company please contact Janina on jwightman@centreforsight.com for further details.