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GP Liaison Officer

4 months ago

Central London, United Kingdom Guy's and St Thomas' NHS Foundation Trust Full time

Job summary

This post is a dynamic and challenging field-based opportunity. The aim of the role is to drive referrals from relevant sources (including, but not limited, to CCGs, General Practitioners and their practice staff, external consultants, etc.) in line with hospital activity and business plans.

You will build with, and be the main point of contact for, GPs, their practice staff, and consultant referrers through the provision of a high standard of liaison, support, and communication. You will help to ensure that the Trust's Private Patient Services are positioned as the first choice for private patient referrals.

The post holder will take a leading role in driving attendance to our events to attract GPs, health practitioners, and other referrers to our education programme. You will also act as the interface between GPs and other medical referrers and the various Trust services and sites, facilitating appointments and admissions.

Key performance indicators for this role include:

Referral growth in line with hospital activity and revenue targets. Consistent identification of opportunities and threats to the business. Achieving an agreed number of events (including in-practice/onsite/online) per calendar year. Provision of regular reports to management and sites on performance of key accounts and influencing centres.

The interview process will consist of two rounds, with the first being a telephone interview (W/C 8 July) and the second face-to-face (W/C 15 July).

Main duties of the job

Develop and implement a data-based strategy for the proactive targeting of GPs and other medical referrers, which increases referrals and drives market share growth from the targeted areas Visit GP practices and establish strong relationships with GPs and practice staff, presenting a positive and credible image to these external stakeholders Ensure that GPs and referrers are aware of the structure and function of services at all sites and the referral process Develop and deliver a structured programme of GP educational events and seminars (online and onsite), in-line with strategy Create and implement email campaigns using Mailchimp and Eventbrite Work with consultants to arrange content, support presentations and ensure materials for the seminar are developed to agreed timescales Maintain close working relationships with key internal stakeholders, both clinical and non-clinical to ensure that the GP, practice manager and patient experience is positive, and act upon any concerns raised in an appropriate and timely manner Work with internal Consultants to achieve caseload targets in-line with plans and drive referrals Identify local opportunities to drive referrals Develop a strategy to target potential diagnostic referral contracts within the local area to increase diagnostic referrals Maintain and update all CRM systems daily Monitor and report monthly on key account metrics

About us

Guy's and St Thomas' Specialist Care, as part of Guy's and St Thomas' NHS Foundation Trust, offers a wide range of private patient services to UK and international patients.

Private patient activity is undertaken at across all five of our hospitals and at Wimpole Street Consulting Rooms and Diagnostic main specialties undertaking private activity are:

Cardiology and cardiac surgery paediatrics respiratory medicine and thoracic surgery women's services (gynaecology, obstetrics) renal ophthalmology fertility plastics GI surgery vascular surger

All Trust employees benefit from:

27 days annual leave on top of bank holidays, from 5 years 29 days annual leave, from 10 years 31 days annual leave NHS pension - for this role staff can contribute , the Trust will contribute , includes life assurance - paying twice the annual salary in case of death while in service travel season ticket and staff loans discounted memberships to local fitness and leisure facilities exclusive discounts for Trust staff local and national NHS discounts salary sacrifice schemes maternity, paternity, sick pay entitlements flexible working policy education, training, development opportunities career guidance,coaching, mentoring annual staff recognition awards equality, diversity and inclusion staff forums and networks in-house occupational health, physiotherapy, staff psychology free flu vaccinations counselling service 24 hrs/day prayer facilities wellbeing workshops,andmore. Job description

Job responsibilities

Communication

Develop and implement a data-based strategy for the proactive targeting of GPs and other medical referrers, which increases referrals and drives market share growth from the targeted areas. Communicate clearly and concisely and in a professional manner when representing the Trust. Communicate in a timely manner, ensuring that the team is kept informed. Adapt your own approach and communication style to individuals and situations. Accountable for identification of potential key accounts locally by analysing current growth, strategic importance and impact, and future potential from a range of internal and external data sources Develop clear contact management and communication strategies with identified local key decision makers and influencers in target accounts aligning with the Private Patient departments business strategy Visit GP practices and establish strong relationships with GPs and practice staff, presenting a positive and credible image to these external stakeholders Ensure that GPs and referrers are aware of the structure and function of services at all sites and the referral process Develop and deliver a structured programme of GP educational events and seminars (online and onsite), in-line with the Private Patient departments business strategy Create and implement email campaigns using Mailchimp and Eventbrite for bookings and registrations Work with consultants to arrange content, support presentations and ensure materials for the seminar are developed to agreed timescales Work with marketing to promote GP education programme and events using social media Events may be held during office hours or in evenings and attendance will be required to ensure the smooth running of the event. Work with marketing to develop an ongoing programme of tailored communications for GPs and practice staff and revise core messaging, positioning and value proposition for GP and consultant referrer market

Patient/customer care (both direct and indirect)

Maintain close working relationships with key internal stakeholders, both clinical and non-clinical to ensure that the GP, practice manager and patient experience is positive, and act upon any concerns raised in an appropriate and timely manner. The role will have various customers, both internal and external. Keep abreast of the strategic direction of the hospital, service developments and new consultants Work with internal Consultants to achieve caseload targets in-line with the hospitals consultant development plans and drive referrals Build relationships with key consultants at the Trust, raising the internal profile of the business development function in supporting the development of their practice Support the other Private Patients teams in promoting all Hospital sites and services of Guys and St Thomas Specialist Care throughout various activities, as required. Participate in other projects as required

Policy & Service development

Proactively seek areas of growth, opportunities and improvement within the private patient market. Identify local opportunities for self-funding (, long waiting lists) and promote Trust private patient services to drive referrals. Develop a strategy to target potential diagnostic referral contracts within the local area, with the aim to increase diagnostic referrals Arrange events in collaboration with relevant societies and organisations Regular reporting and follow up of key issues identified or complaints received by customer

Resource management

Manage delivery of GP talks either online (via Zoom) or source venues and coordinate events on-site within budge. Work within budgets set by the Business Development Lead and Associate Director - Marketing and Business Development.

Information management

Be aware of how computerized information can be disseminated, and how it can be used to inform and assist future strategic decisions of the Business Development function and the Private Patient Directorate. To be a proficient user of any hospital system that holds data on private patients, as appropriate. Maintain and update all CRM systems daily Monitor and report monthly on key account metrics referrals and revenue trends, using analytical data, to the Business Development Lead, Associate Director Marketing and Business Development, and Managing Director of Private Patients Develop and maintain the email subscriber and GP/ health professionals database, ensuring that data protection guidelines are followed at all times and that any use of delegate, patient, and speaker data complies with current Information Commissioners Office (ICO) and Data Protection Act (DPA) and Trust guidelines. Work with front-line staff and medical secretaries to develop a system to ensure that referring GP data is captured at the point of registration.

Other duties

To undertake any other duties commensurate with the grade as requested. To abide by the Trust's Core Behaviours for staff and all other Trust policies, codes, and practices, including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices, and health and safety. Person Specification

EDUCATION AND QUALIFICATIONS

Essential

oDegree level education or equivalent

Desirable

oEvidence of recent professional development which is orientated towards the development of commercial skills and /or significant experience in a business development role

EXPERIENCE & KNOWLEDGE

Essential

oEvidence of having achieved challenging healthcare/business targets. oUnderstanding of private healthcare market and private funding mechanisms oUnderstanding of customer service standards and sales processes oSales experience gained in influencing role within healthcare, medical devices or pharmaceuticals oExperience in analysing and interpreting research and intelligence to formulate engagement plans. oKey account management experience including stakeholder engagement oExperience of customer relations management oA highly organised individual with excellent project management abilities, used to managing several projects concurrently, within a fluctuating and demanding workload. oExcellent analytical capability and decision making skills

Desirable

oPractical NHS or PP experience gained at either a Hospital Trust or a private provider oGood understanding of the NHS and the changing NHS and PP environment- either from working directly in healthcare or in a key account management/ commissioning/operational or marketing role. oFamiliarity with medical terminology oExperience working with GPs and other healthcare referrers in central and Greater London oUnderstanding of clinical performance metrics oGood understanding of diagnostic testing, including those specific to cardiac and respiratory symptoms oExperience developing service level agreements oExperience with tender process for medical services oPrevious use of customer relationship management software oPrevious experience of B2B marketing oPrevious experience of email marketing oExperience organising and promoting events for external customers and securing successful attendance

SKILLS & ABILITIES

Essential

oExcellent ability to communicate effectively through listening, speaking and writing oExcellent interpersonal skills, strong customer focus oAbility to prioritise workload within a complex and shifting set of demands and pressures oHigh level of computer literacy, particularly knowledge of Microsoft Excel. oA confident public speaker with significant experience of developing and delivering presentations to a variety of audiences. oExcellent attention to detail and ability to work to tight deadlines. oOutstanding organisational skills.

Desirable

oWriting content for primary care audience

PERSONAL QUALITIES

Essential

oSelf-motivated and hard-working oAn experienced team player with the ability to work independently oAbility to build and positively manage important relationships oProfessional attitude and self starter oExcellent attendance record oAbility to work cross-site and out-of hours if necessary oSmart personal appearance oAbility to travel around Greater London area and for meetings, seminars and training

Desirable

oHave own car and up to date driving license