Medical Liaison jobs

JOB SUMMARY:

The Patient Liaison Team Leader plays a crucial role in ensuring exceptional service delivery within our healthcare environment. This position involves leading a dedicated team to enhance patient experiences, streamline operations, and maintain high standards of care. The ideal candidate will possess strong leadership skills, a passion for patient advocacy, and the ability to analyse data to improve service outcomes.

The post is full time, at 37.5 hours per week across 5 days. The hour of work is on a shift basis during operational hours of the clinic and as such the post holder is required to be flexible with regards their working hours as they will be included in the team roster when required. Please note that this is a uniformed role.

The post holder should be an experienced leader and have excellent service and communication skills, they should be proficient with IT systems, and work collaboratively with our internal and external stakeholders including practice managers and consultants to meet the needs of our patients and customers.

MAIN RESPONSIBILITIES:

To support the Admin Team in effective delivery of all day-to-day aspects of the real-time billing function within the administration department. The role includes the following main responsibilities:

Team Leadership and People Management

• Lead and manage the Patient Liaison Team of approximately seven staff, ensuring efficient daily operations and high standards of patient care.
• Provide day-to-day supervision, support, and guidance to the team, ensuring staff work in line with departmental policies, procedures, and clinic standards.
• Undertake people management responsibilities including appraisals, mandatory training compliance, absence management, and sickness management in line with clinic policies.
• Train, coach, and mentor team members in best practice for patient interaction, administrative processes, and service delivery.
• Hold regular coaching sessions with team members to recognise improvement, identify development opportunities, and agree action plans where required.
• Address non-compliance, performance concerns, or conduct issues appropriately and in accordance with clinic policies.

Team Communication and Engagement

• Manage team communication professionally, particularly when sharing sensitive updates, process changes, or decisions that may be challenging for staff.
• Respond to staff concerns calmly and constructively, ensuring communication supports clarity, trust, and team cohesion.
• Conduct weekly team meetings to share departmental updates, operational changes, and other key communications.
• Liaise effectively and professionally with staff at all levels, external organisations, and patients, ensuring confidential information is handled appropriately.
• Collaborate with other departments to support seamless communication, service delivery, and patient experience.

Operational Service Delivery

• Oversee the day-to-day management of the reception service, ensuring clinics, receptions, and booking functions run smoothly.
• Work alongside the administration team to support reception, theatre bookings, laser bookings, and wider clinic operations as required.
• Act on own initiative to ensure the effective running of the service, prioritising workload according to operational needs.
• Allocate tasks and workload effectively, ensuring processes are followed, deadlines are met, and resources are used appropriately.
• Manage daily operational issues by organising and reallocating work when workload demands or staffing levels change.
• Plan and schedule monthly rosters for reception team members, taking into account annual leave, staffing levels, and clinic requirements.
• Oversee the effective management of key administrative workflows, including clinic letters, patient bookings, designated and undesignated referrals, and theatre/laser bookings, ensuring processes are followed, workloads are monitored, and any delays or issues are escalated appropriately.

Billing, Finance and Transaction Management

• Work alongside the Billing Manager and Finance Team to support the effective delivery of day-to-day patient and consultant billing processes.
• Ensure all end-of-day transactions are reconciled within 24 to 48 hours.
• Escalate any transaction issues to the Finance Team promptly, including staffing concerns, missing receipts, or other barriers to completion.
• Ensure transactions booked or created after the billing cut-off time are identified and invoiced by the administration team where required.
• Maintain up-to-date knowledge of price agreements and billing methods, ensuring the administration team follows agreed processes.

Patient Experience and Professional Standards

• Develop and implement strategies to enhance patient satisfaction, engagement, and overall service experience.
• Ensure all team members consistently demonstrate a professional, patient-centred attitude.
• Support the team to communicate effectively with patients, respond to concerns appropriately, and actively problem-solve as part of their role.

Pay: £36,000.00-£38,000.00 per year

Benefits:

• Bereavement leave
• Company pension
• Employee discount
• Free flu jabs
• Health & wellbeing programme
• Referral programme
• Sick pay

Application question(s):

• Give examples of situations wherein you have adapted your supervisory style to accommodate different team members and what was the outcome.
• Provide an example where you have handled a difficult conversation professionally?

Work Location: In person