Job Description

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

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 enquiry 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-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.

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.

Why Mayo Clinic

Mayo Clinic is top-ranked in more specialties than any other health care 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.