Patient Liaison Officer-London

Why Mayo Clinic

Mayo Clinic is top-ranked in more specialties than any other healthcare provider according to U.S. News & World Report. As we prioritize patient needs, we remain equally dedicated to our employees. With advancement opportunities for a fulfilling career at Mayo Clinic, you'll thrive in a supportive environment that fosters innovation and champions belonging while providing essential resources for your success.

Responsibilities

Mayo Clinic Healthcare in London has an exciting opportunity for an experienced Patient Liaison Officer.

The Patient Liaison Officer is a pivotal member of the healthcare team, responsible for delivering exceptional patient service through a blend of reception, scheduling, and liaison duties. This role ensures a seamless patient journey from initial inquiry through to post-consultation, supporting both clinical and administrative functions within the organisation.

KEY RESPONSIBILITIES

Reception Duties

Greet and assist patients, visitors, and staff professionally, ensuring a welcoming and inclusive environment.

Receive and screen phone calls, direct callers and visitors appropriately and manage patient flow within the facility.

Handle requests, distribute mail and information, and perform clerical tasks such as data entry, filing, and supply management.

Maintain confidentiality and adhere to organisational policies, supporting a diverse and respectful workplace.

Demonstrate sensitivity, empathy, and excellent communication skills in all interactions.

Scheduling Duties

Independently create and manage patient appointments within the electronic medical record system for a complex, multispecialty practice.

Gather and verify patient demographic and provider information to ensure accurate scheduling and eligibility assessment.

Advise patients regarding co-payment, referral authorisations, and pre-service deposits, ensuring preparedness for procedures or visits.

Coordinate care through electronic correspondence, ensuring timely follow-up documentation and management of outside medical records, imaging, and lab results.

Respond to patient and healthcare team enquiries via telephone, online requests and fax, maintaining accuracy and thoroughness in all communications.

Demonstrate flexibility in cross-coverage between front-of-house and reception desks as required.

Patient Liaison Duties

Convert self-pay enquiries and consultations to procedures, meeting pre-agreed targets and maximising conversion rates.

Provide pre-consultations information and indicative pricing promptly to patients and relevant stakeholders.

Book suitable clinic appointments for self-pay patients and manage the costing, distribution, and tracking of self-pay packages.

Follow up with patients post-consultation to ensure understanding of treatment options, finance availability, and next steps.

Organise and host consumer open events, capturing data and ensuring timely follow-up.

Ensure compliance with regulatory requirements, Health and Safety standards, and confidentiality protocols.

Track and report on bookings, conversion rates, and key performance indicators.

Qualifications

General Certificate of Secondary Education (GCSE) or equivalent.

Two years customer service experience in a multi-tasking environment (call centre, administrative/physician's office, appointment scheduler, retail/services industry).

Customer service experience via telephone, written and face to face communications.

Completion of a Medical Terminology course preferred.

Proficient in MS Outlook, Excel, Word and electronic medical records systems.

Medical/healthcare delivery environment experience and familiarity with clinical procedures/medical terminology is desirable.

Must be fluent in English.

Must have the right to work in the United Kingdom.

Exemption Status

Nonexempt

Compensation Detail

Education, experience and tenure may be considered along with internal equity when job offers are extended.

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

40/week

Schedule Details

Monday - Saturday 8am - 9pm

Weekend Schedule

Saturday 8am - 9pm

International Assignment

Yes

Site Description

Our commitment to improving lives and advancing medicine knows no borders. Mayo Clinic International focuses on expanding our global reach by building strong connections with collaborators, clients, communities, and patients worldwide. By aligning our international efforts within strategic areas, Mayo Clinic is positioned to Cure, Connect, and Transform healthcare on a global scale. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.

Equal Opportunity

It is the policy of Mayo Clinic not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.

Recruiter

Melissa Benning