Patient Liaison Officer

NHS; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare provider is seeking an experienced administrator for the Fertility Unit at Chelsea and Westminster Hospital. The role involves being the first point of contact for patient enquiries, managing bookings, and ensuring excellent customer service. Candidates should have a technical apprenticeship in customer service and experience in a busy office environment. Knowledge of NHS processes and PMI frameworks is desirable. This full-time position is located in Greater London and supports vital patient services.

Qualifications

• Technical apprenticeship in Customer Service or NVQ Level 4 required.
• Experience in a busy office and sales environment is essential.
• Knowledge of PMI insurance and NHS processes is a plus.

Responsibilities

• Act as the first point of contact for patient enquiries.
• Handle self-pay enquiries and manage appointments.
• Maintain accurate booking and payment data.

Skills

Customer service excellence

Efficient communication

Data management

Education

Technical apprenticeship in Customer Service / NVQ Level 4 or AAT Level 2

Working knowledge of Microsoft Word, Excel

Tools

Cerner

Compucare

Job description

Job Summary

We are looking for an experienced administrator with a passion for exceeding patient expectations and for delivering a 5‑star service to both NHS and private patients in the Fertility Unit at Chelsea and Westminster Hospital. The successful candidate will be based at the Chelsea site, support the Fertility Centre and operate a friendly, calm, and patient‑centric approach in a very busy office environment.

Responsibilities

• Act as the first point of contact for patient enquiries and booking for services at the Fertility Unit, ensuring an efficient & faultless customer experience.
• Handle self‑pay enquiries, maximising conversion to outpatient appointments, tests and procedure packages.
• Utilise Cerner and Compucare booking systems to validate patient details, manage appointments, and update records in line with departmental and hospital policies.
• Answer telephone calls, email enquiries and other communications promptly and professionally.
• Process NHS funding applications, liaise with ICBs, the OVS Department and other agencies, and ensure patients are informed of funding outcomes.
• Maintain accurate booking and payment data on Cerner and Compucare.
• Investigate and resolve patient queries, invoices and financial enquiries with sensitivity and diplomacy.
• Support clinical staff with funding applications and documentation required for access to funding.
• Submit ICB activity on a regular basis and coordinate with commercial and pricing teams to optimise self‑pay opportunities.
• Maintain an accurate and orderly filing system for all documents.
• Monitor competitor propositions, campaigns and pricing in the self‑pay market.
• Ensure complete confidentiality of patient information in accordance with Trust policies.
• Attend monthly unit staff meetings and perform any additional tasks agreed with the team.

Person Specification – Education & Qualifications (Essential)

• Technical apprenticeship in Customer Service / NVQ Level 4 Customer Services or AAT Level 2 basic accounting or equivalent.
• Working knowledge of Microsoft Word, Excel and the Office suite.
• Accurate keyboard skills.

Person Specification – Experience (Essential)

• Experience working in a busy office environment.
• Experience in a sales environment and converting enquiries or leads to an agreed product or service sale.
• Experience managing and controlling a sales pipeline and proactively progressing enquiries.

Person Specification – Desirables

• Knowledge of PMI insurance billing frameworks.
• Experience within a Private Patients department.
• Experience working in an NHS environment.
• Experience 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 requires a disclosure to the Disclosure and Barring Service to check for any previous convictions.