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.