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Job No:


Employer Reference:

SOC Code:


20,000.00 - 24,000.00  per year
£20000 - £24000 Per Annum £20-24k, plus benefits



Birmingham UK


Full time

Date posted

Apr 24, 2018

Closing date

Pension details


Patient LiaisonLocation: Birmingham, West MidlandsSalary: £20-24k, plus benefitsContract: Full time, permanentThe Company:Optegra is a true pioneer in eye health care. Within our dedicated eye hospitals, our recognised experts perform the full spectrum of ophthalmic procedures. Each one offering a profound experience for patients; a chance to live a fuller life and to see every day in glorious high definition.Job Overview:To deliver a consistent, high quality, positive experience for all patients. To act as the hospital commercial ambassador aligned to Optegra's priorities for brand, revenue generation and patient satisfaction.Patient Liaison - Overall Responsibilities:- Provide a dedicated service escorting the patient through the pathway, with a focus on the right specialty for that patient, thus ensuring that the patient receives a consistent service irrespective of Consultant.- Provide detailed information in the appropriate speciality to the patient, and ensure thorough explanations are provided around treatment options, answering patient questions as they arise.- Always provide an excellent level of service to patients in conjunction with clinical teams whilst ensuring that opportunities to improve service are identified and followed up on.- Time-manage efficient running of allocated sessions and associated Surgeons.- Deliver KPIs as set by CEM during the performance review process.- Responsible for ensuring that patients who attend initial appointments, and are suitable for surgery, choose Optegra for their procedure ('patient conversion'). Rates of patient conversion expected will be defined as part of the objective setting process.- Ensure compliance with relevant pre-authorisation processes- Undertake patient satisfaction feedback, taking action where necessary to resolve issues.- Manage patient complaints at source, escalating where relevant- Ensure proactive follow up with patients who have not booked surgery after initial appointment to establish reasons and/or secure a booking as appropriate.- Understand the reasons for non-attendance at appointments; develop and implement effective strategies and actions to reduce levels of non-attendance.- Confirm date/time of appointments to all patients 'x' days in advance of appointment- Contribute to the design and execution of Open Evenings to promote Optegra services and generate patient interest.- Ensure compliance with policies and processes related to payments and communicate to patients as needed.Note: This job description is a reflection of the current position and may be subject to change in detail or emphasis depending on the future needs of the Company.Patient Liaison - Candidates Specification:- Strong background in customer service and sales- Strong commercial and business acumen- Computer literate with excellent PC/systems skills- Consistent professional attitude demonstrated to all colleagues and customers; personable, confident and articulate at all times- Is a confident, assertive communicator, with the ability to make points clearly without over-ruling others- Uses compelling, logical and clear reasoning to influence others to their way of thinking- Demonstrates high level of empathy and emotional intelligence to promote strong relationship with patients- Builds exceptional relationships with all internal and external customers- Excellent problem solving and analytical skills- Highly organised, with clear forward planning and can operate in a way to flex according to customer needs where appropriate- Flexible and open to changeTo read more about our business and what we do, please visit the Optegra website.If you have the relevant skills and experience required for this role, please click on APPLY and forward an up to date CV, along with your cover letter, stating why you are a good fit for this vacancy.No Agencies Please!

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