Patient Liaison Officer

Job Title: Patient Liaison Officer
Location: Lister Fertility Clinic
Job Type: Permanent

Shifts: 37.5 hours per week, Monday to Friday 9am to 5 pm
Reports To: Practice Manager

Job Summary:

We are looking for a warm, organised, and professional Patient Liaison Officer to support our front-line patient services team. This role is primarily responsible for managing new patient enquiries, scheduling appointments, and acting as a key link between patients and our medical secretaries. Experience in the fertility sector and familiarity with healthcare databases would be highly advantageous.

What you'll do:

• Serve as the first point of contact for all new patient enquiries via phone, email, and online channels

• Provide clear, compassionate, and accurate information regarding treatments, appointment availability, and patient pathways

• Book new patients into the diary system promptly and accurately

• Liaise closely with the Medical Secretary team to ensure smooth handover and continuity of care

• Maintain and update patient records in line with clinic protocols

• Providing advice and support to self-funding patients in respect of cost of treatments/packages

• Use and manage healthcare databases effectively (experience with Meditech/Meditex systems desirable)

• To manage telephone calls, communicating professionally and efficiently with staff, patients as well as redirecting calls as necessary.

• Ensure the highest standards of confidentiality and data protection are upheld

• Support administrative tasks associated with onboarding new patients

• Undertake any additional duties as directed by the manager to support the smooth running of the clinic

What you'll bring:

• Prior experience in a similar patient-facing or administrative role in a healthcare setting

• Experience in fertility services is highly desirable

• Knowledge of healthcare databases or electronic medical record systems preferred

• Excellent interpersonal and communication skills

• Strong organisational skills and attention to detail

• Ability to work well in a fast-paced, team-oriented environment

• A caring, professional manner with a commitment to providing exceptional patient support

Why HCA UK?

Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing. 

By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. You'll be eligible for:

• 25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave to suit you.

• Private Healthcare Insurance for treatment at our leading hospitals.

• Private pension contribution which increases with length of service.

• Season Ticket Loan and Cycle to Work scheme.

• Group Life Assurance from day one.

• Critical illness cover.

• Enhanced Maternity and Paternity pay.

• Corporate staff discount for all facilities including Maternity packages at The Portland.

• Comprehensive range of flexible health, protection and lifestyle benefits to suit you.

• Discounts with over 800 major retailers.

Culture and values  

At HCA UK we believe exceptional care starts with our people. We celebrate the unique perspectives and different experiences each of us bring as we know that when you feel seen, heard and supported you can be at your best for our patients, and each other.

Our mission is simple, above all else we’re committed to the care and improvement of human life, a clear statement that extends to both our patients and colleagues. To achieve this, we live and breathe four core values:  

• Unique and Individual: We recognise and value everyone as unique and individual 

• Kindness and compassion: We treat people with kindness and compassion 

• Honesty, integrity and fairness: - We act with absolute honesty, integrity and fairness 

• Loyalty, respect and dignity: We trust and treat one another as valued members of the HCA UK family with loyalty, respect and dignity 

Reasonable adjustments 

We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. As a Disability Confident committed organisation, we’re happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them. 

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