As a patient liaison officer, you’ll be responsible for keeping patients informed, dealing with their queries and complaints while focusing on delivering the best outcome. You’ll do this both independently and as part of a team. The ideal candidate will have experience working in a similar customer service based role, preferably with a background in handling complaints. Our client is looking for candidates with strong skills in problem solving, diplomacy, as well as verbal and written communication. This is a great opportunity for someone who is looking for new challenges and wishes to take on more responsibilities.
What You’ll Be Doing
  • Supporting in arranging educational events, investigating incidents, and complaints management. The latter will include writing draft letters, looking into complaints, liaising with external stakeholders and patients, generating reports and keeping up-to-date records
  • Analysing information to identify trends, in order to highlight opportunities for performance improvement
  • Managing feedback that comes in through various mediums and keeping a log of these responses
  • Liaising with various other departments and providing feedback to the management team
  • Providing communications for social media feeds
  • Managing outbound and inbound patient queries, answering questions about the services offered
  • Undertaking basic data collection, analysis, and distribution activities

What We're Looking For

  • At least two years previous experience working in customer service is essential. Experience working in a medical environment or in complaints handling would be an advantage
  • A background in maintaining administrative records is a must
  • Strong verbal and written communication skills
  • An individual with an analytical and logical approach when it comes to problem solving
  • Someone with strong organisational skills who can effectively manage their own time, workload and resources
  • A positive and enthusiastic person committed to delivering a high standard of patient-centred service
  • A proactive and reliable individual, who can work independently and as part of a team

What's on Offer

  • A competitive salary, with the opportunity to progress
  • Personal and professional development training provided
  • Working in a supportive environment alongside innovative and highly qualified individuals
  • The opportunity to work for a practice who consistently score highly in QOF and patient satisfaction
  • The chance to shape the role yourself, as it’s a newly created position
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