Bailey Finch - Recruitment Associates
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Healthcare Customer Liaison

Job Id: 1607

Contact: Tina Jennings

Salary: 40k

Contract Term: Permanent

Contract Type: Full Time

Expires: 31 October 2016

Location: West Sussex

Bailey Finch Associates are delighted to assist our client with the role of Healthcare Customer Liaison
 
Purpose of Job:
 
You will be responsible for developing day-to-day relationships with the key stakeholders to ensure that NHS referrals are managed appropriately and e-referrals is utilised effectively to provide patients with referrals in line with contract expectations and that any customer issues with the service are resolved effectively.  The role is field based with a requirement to work flexibly around customer and provider availability.
 
Main Duties & Responsibilities:

Establish and build strong working relationships with GPs and practice teams and service providers including Community providers, Acute Hospitals and independent sector.

 Provide regular feedback to referrers and providers on appointment availability through regular reporting and performance metrics

Improve referral quality and reduce inappropriate referrals utilising feedback and management information from both the administration team and the Triage function

Communicate professionally and effectively with patients and other stakeholders, providing accurate relevant information as required

Support the mobilisation of new pathways, GPs or providers

Represent the Referral Service at meetings and/or to support services as required

Develop relationships with local Triage GPs , development of regular communications and organizing regular meetings

Working with Team Managers to ensure that there are sufficient Triagers to meet resource demand,  recruiting GPs through the network of practices to supplement requirements

Supporting the clinical and operational teams in the performance management of clinical Triagers

Person Specification

Strong customer service skills with the ability and experience of building solid sustainable relationships

Evidence of strong communication skills, both verbal and written and confident presentation style

Time management skills, able to prioritise and deliver to deadlines in a fast paced environment

Organisational skills, evidence of efficiency, setting clear deliverables and managing stakeholders

Self-starter with the ability to think clearly and solve problems quickly, understanding all the implications

 Able to work under own initiative with minimal supervision with understanding when to raise issues and concerns

Competent IT skills – with experience in using software packages including  Word, Excel, Power Point

 Experience of stakeholder engagement i.e. with GPs, Community Providers, Hospitals

Good knowledge of how GP practices work, with a good understanding of  NHS systems

Competency in NHS E referrals systems

Able to work from home, with own transport & full driving license as this role will involve travel

Locality NHS knowledge for relevant CCGs
 
Complaint investigation and resolution competency 

Your coverage area will be from Hounslow to Ealing so you should be a driver and live within a commutable distance.
 
If this role sounds of interest to your, please forward your cv in the first instance to Bailey Finch Associates who are acting as a recruitment agency with this vacancy.