Patient Liaison Officer-London

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 liaisonduties.Thisroleensuresaseamlesspatientjourney from initialenquirythrough 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-payments, 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 enquires 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.