Patient Liaison Officer

Patient Liaison Officer

Cheshire: The Wilmslow Hospital

Full time: 37.5 hours per week based on site.

Permanent contract

We’re looking for a Patient Liaison Officer to join our Patient Access team based in Wilmslow Hospital, Cheshire

As a Patient Liaison Officer, you’ll be responsible for the coordination of patient appointments and activity related to the patient journey through the HCA Healthcare UK under the guidance of the Patient Access Manager. You will provide support for our self-pay patients, consultants and secretaries acting as a key point of contact for self-pay pricing and quotations as well as assisting with billing-related queries and processes.

Above all else, we’re committed to the care and improvement of human life. It’s this guiding vision that influences everything we do at HCA UK. From the CEO to the colleagues on the floor we all have a part to play in delivering exceptional care to our patients. You’ll be part of a wider team with a unique sense of purpose, one that helps improve lives on a daily basis.

What you’ll do:

• Provide exemplary quality customer service and support to the team in providing the facilitation of referrals pathways into HCA Healthcare UK, including the facilitation of the referral pathways to specialist consultations.
• Act as a single point of contact for patients, consultants and medical secretaries, providing a high level of customer service.
• Provide accurate self-pay quotations and support patients with pricing queries.
• Support billing and administrative processes, including resolving patient and consultant queries.
• Manage telephone calls, communicating professionally and efficiently with colleagues, patients as well as redirecting calls as necessary.
• Demonstrate a thorough understanding of the entire patient referral pathway.
• Maintain appropriate channels and styles of communication to meet the needs of patients, GPs, service managers and 3rd parties.
• Actively seek feedback to enhance service delivery and address any concerns promptly.

What you’ll bring:

• Previous experience in a healthcare setting, patient advocacy, or customer a service role.
• Excellent verbal and written communication skills; ability to convey information clearly and empathetically.
• Ability to build rapport and trust with patients and consultants, adapting communication styles to fit individual preferences.
• Ability to address and resolve any issues or challenges that arise, often proactively identifying solutions before they became problems.
• Ability to manage multiple tasks, prioritise effectively, and maintain accurate records.
• Time Management: Manage multiple high-priority requests efficiently, ensuring timely responses and delivery of services.
• Awareness of diverse backgrounds and the ability to provide culturally sensitive support.
• Commitment to maintaining patient confidentiality and ethical standards.
• Ability to handle stressful situations with professionalism and composure.
• Willingness to collaborate with healthcare teams to improve patient experiences.
• Initiative to identify and address patient needs before they escalate.

Why HCA UK?  

Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing.  

By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As a Patient Liaison Officer you’ll be eligible for:  

• 25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave to suit you.  
• Private Healthcare Insurance for treatment at our leading hospitals.  
• Private pension contribution which increases with length of service.  
• Season Ticket Loan and Cycle to Work scheme.  
• Group Life Assurance from day one.  
• Critical illness cover.  
• Enhanced Maternity and Paternity pay.  
• Corporate staff discount for all facilities including Maternity packages at The Portland.  
• Comprehensive range of flexible health, protection and lifestyle benefits to suit you.  
• Discounts with over 800 major retailers. 

Culture and values    

At HCA UK we believe exceptional care starts with our people. We celebrate the unique perspectives and different experiences each of us bring as we know that when you feel seen, heard and supported you can be at your best for our patients, and each other.    

Our mission is simple, above all else we’re committed to the care and improvement of human life, a clear statement that extends to both our patients and colleagues. To achieve this, we live and breathe four core values:    

• Unique and Individual: We recognise and value everyone as unique and individual   
• Kindness and compassion: We treat people with kindness and compassion   
• Honesty, integrity and fairness: - We act with absolute honesty, integrity and fairness   
• Loyalty, respect and dignity: We trust and treat one another as valued members of the HCA UK family with loyalty, respect and dignity   

 Reasonable adjustments   

We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. As a Disability Confident committed organisation, we’re happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them. 

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