Patient Liaison Officer

Chelsea and Westminster Hospital NHS Foundation Trust; Greater London; On-site; GBP 33,000 - 37,000; Full time

Job summary

A leading healthcare provider in London is seeking an experienced administrator for The Fertility Centre. You will be the first point of contact for patients, ensuring a 5-star experience and managing NHS funding applications. Ideal candidates will excel in customer service, have solid time management skills, and the ability to handle busy office environments. Join a team that values patient experience and offers competitive remuneration.

Benefits

Competitive salary

Supportive team environment

Opportunities for professional development

Qualifications

• Understands NHS funding and billing.
• Experience in customer service in healthcare settings.
• Ability to manage high-pressure situations effectively.

Responsibilities

• Act as first point of contact for patient inquiries.
• Support NHS funding applications and manage bookings.
• Maintain accurate records in relevant booking systems.

Skills

Customer service

Time management

Communication

Attention to detail

Education

Technical Apprenticeship in Customer Service / NVQ Level 4

Knowledge of PMI insurance billing frameworks

Tools

Microsoft Office

Compucare

Cerner

Job description

Closing date: 24 December 2025

This is an exciting opportunity to join The Fertility Centre at Chelsea and Westminster Hospital.

We are looking for someone to join our committed team that provides excellent patient experience and embraces the Trust values. The ideal candidate is an experienced administrator with a passion for exceeding patient expectations and a proven ability to deliver a 5‑star service to all patients, both NHS and Private, within the Unit. The successful candidate will work at the Chelsea site, supporting The Fertility Centre. You should have a friendly, patient‑centric approach and be able to remain calm and approachable in a very busy patient business office. You must have an interest in NHS Funding and possess excellent people and time‑management skills, enabling you to provide an optimum level of customer service to patients, both in person and over the telephone, and to other users of the service. A flexible approach is also required; the successful candidate may be required to support across site when necessary.

Main duties of the job

The post holder will be the first point of contact for patients and healthcare professionals within both NHS and Private capacities wishing to book or enquire about the services available. They will provide patients with accurate prices for services, ensure that patients receive information regarding the services they wish to receive, and make appointments for patients in outpatients, sending the appropriate literature once the appointment has been booked. The post holder will enter all information into Compucare, Cerner, Meditex and Apex in a timely and accurate manner. They will support the Fertility Centre with NHS Funding, arranging all NHS funding applications, ensuring that patients are appropriately informed of their funding outcomes, and ensuring that all literature is sent out prior to appointments. They will also support clinical staff with applications, liaise with ICB when IFRs are submitted, and enter all information into Apex accurately and on time. The post holder will ensure that all details regarding pay mechanisms are accurately entered into Compucare in a timely manner.

About us

Chelsea and Westminster Hospital NHS Foundation Trust is proud to be one of the top performing and safest trusts in England. We have two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—plus our award‑winning clinics across North West London and beyond.

We have nearly 7,000 members of staff who PROUD to Care for nearly one million people.

Both hospitals provide full clinical services, including full maternity, emergency and children’s services, in addition to a range of community‑based services across London, such as award‑winning sexual health and HIV clinics.

We are one of the best performing Trusts in the country and one of the top trusts to work for—our staff say they are engaged, motivated, and would recommend us as a place to work and receive treatment.

Our Trust has been rated by the Care Quality Commission as ‘Good’ in all five of the main domains of safe, effective, caring, responsive and well‑led, giving us an overall rating of ‘Good’. We have also been awarded an ‘Outstanding’ rating for ‘use of resources’ by an NHS Improvement inspection.

Our facilities are some of the best in the country. We have been investing significant capital year on year in our estate.

We have recently completed a £30m expansion of our adult and neonatal critical care facilities at Chelsea and Westminster and are planning an ambitious £60m development of an Ambulatory Diagnostics Centre at West Middlesex.

Job responsibilities

• Be the first point of contact for patient enquiries and bookings for services provided at Chelsea & Westminster's Fertility Unit, delivering an efficient and faultless customer experience for inbound and outbound enquiries.
• Handle self‑pay enquiries from the public and maximise the conversion of enquiries to out‑patient appointments, tests and procedure packages.
• Utilise the Hospital Booking Systems (Cerner and Compucare) to carry out a variety of functions, including validating patient demographic details and updating as necessary, making, changing or cancelling out‑patient appointments, updating computerised records of patient information in line with departmental and hospital policies and procedures, and understanding all information contained on the system to assist patients and staff with queries on the telephone.
• Deal with all enquiries in an efficient, polite and courteous manner, providing a caring, compassionate and helpful service to patients, staff and the general public.
• Answer all telephone calls, email enquiries and other forms of communication in a timely and professional manner.
• Book patients into services such as out‑patient appointments and diagnostic appointments.
• Work closely with the commercial and pricing teams to ensure self‑pay opportunities are maximised, services are well‑structured, meet patient needs and are competitively positioned and priced in the market.
• Ensure that all booking data is accurately entered into Cerner and Compucare in a timely manner.
• Ensure that all payment details are correctly logged onto the system at the time of booking.
• Process NHS funding applications, ensuring that correct information has been supplied along with any additional information that may be required. If information not supplied, refer back to the refer.
• Investigate queries in person and on telephone, dealing with patients’ queries, invoices and financial queries sensitively and with diplomacy. Liaise with other departments within the hospital and outside agencies where necessary (e.g. insurance companies & ICBs).
• Support the wider team and patients with any funding queries.
• Submit ICB activity on a regular basis.
• Liaise with the OVS Department to ensure patients have the correct documentation required to access funding.
• Maintain an accurate and orderly filing system for all documents.
• Maintain up‑to‑date information on competitor propositions, campaigns, pricing and activity in the self‑pay market.
• Ensure complete confidentiality with respect to patient information in line with Trusts Confidentiality Policy & Information Governing Policy.
• Attend monthly unit staff meetings.
• Take payment information from patients who are paying with credit or debit cards over the phone and update Compucare appropriately.
• Use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times.

Ensure that the department voicemail/email address is checked and any messages are recorded clearly and actioned in order of priority in accordance with departmental standards.

Person Specification

Education & Qualifications

• Technical Apprenticeship in Customer Service / NVQ Level 4 Customer Services or AAT Level 2 basic accounting or equivalent knowledge or experience.
• Working knowledge of Microsoft products: Word, Microsoft Office, Excel.
• Accurate keyboard skills.
• Knowledge of PMI insurance billing frameworks.

Previous Experience

• Experience of working within a busy office environment.
• Experience of a sales environment and converting enquiries or leads to a product or service sale.
• Experience of managing and controlling a sales pipeline and proactively progressing enquiries and following‑up actions.
• Experience within a Private Patients Department.
• Experience working in an NHS environment.
• Working with clinical pathways and medical terminology.
• Knowledge of Fertility and the HFEA.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

Chelsea and Westminster Hospital NHS Foundation Trust

£33,094 to £36,195 a year incl HCAS