Customer Service Liaison

2 months ago

London, Greater London, United Kingdom The London Clinic Full time

Job Profile

The Customer Service Liaison, as part of The London Clinic's Patient Liaison Admissions Team, will work closely with the wider Customer Services Team to act as the first point of contact for patients, Consultant secretaries, and third parties in securing insurance pre-authorisation and self-funding hospital deposits for upcoming admissions.

The post holder will guide patients through the admission process, gathering relevant personal and financial information through pre-admission screening checks, and providing continuous administrative support through to discharge with PMI, self-funding patients, while delivering a high-quality customer service.

Key Responsibilities

  • Greet all patients and visitors with a friendly and professional manner.
  • Ensure all patients are financially cleared and pre-authorised prior to admission/appointment using relevant systems and processes and for on-going treatment plan changes.
  • Verify patient's medical insurance details and levels of cover prior to admission and ensure that patients are fully aware of the extent of their cover, verbally and written.
  • Maintain accurate and up-to-date information on the hospital database applications during the patient journey.
  • Ensure self-pay agreements for each visit are signed and scanned to the patient booking file.
  • Ensure Letters of Guarantee for each visit are scanned to the facility's International LOGS folder.
  • Action financial transactions to maximise revenue capture and reduce any financial risk.
  • Maintain close liaison with patients, Consultant Secretaries, Ward, Clinical Site Teams, and Medical Insurance Companies for extended stay patients, facilitating medical reports/PMI extensions as necessary.

Requirements

  • Previous administrative experience is desired, ideally in private healthcare.
  • Ability to manage a diverse workload within a fast-paced, admin-based environment.
  • Good general level of education.
  • Excellent spoken and written English.
  • Working empathetically and treating patients and colleagues with respect and dignity.
  • Strong sense of patient focus and delivering exceptional customer service in a healthcare setting.
  • Strong IT skills and experience with Microsoft Office package.

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