Patient Liaison Manager

at  SpaMedica

WHAT YOU CAN EXPECT?

Freedom Vision is our private practice within SpaMedica, offered in multiple locations across the UK, Wales and Ireland. Freedom Vision offers the newest IOL technologies on the market today, and provides patient with life changing lens options for surgery that are unavailable in SpaMedica.
The role plays a pivotal part in delivering the highest standards of customer care and support throughout the Freedom Vision patient experience; right from first enquiry through to surgery/treatment and patient aftercare.
You will be responsible for the conversion of leads to Freedom Vision patients, giving clear and individual advice on our premium services and benefits. Ultimately, you will aim to build relationships with the patients, understanding their needs, and using your personable skills to influence and support private patients in their choice of surgery/treatment.
Location: Base clinic - Cobalt 3.2 Silver Fox Way, Newcastle Upon Tyne NE27 0QJ secondary clinic Minerva House Port Road Business Park, Carlisle CA2 7AF Please note that between each site is roughly 60 miles

SPAMEDICA IS LOOKING FOR A PATIENT LIAISON MANGER TO JOIN THE FREEDOM VISION TEAM IN OUR NORTH TYNESIDE HOSPITAL. *PLEASE NOTE, THIS ROLE WILL ALSO COVER OUR CARLISLE CLINIC **

This would be a great opportunity to get a foothold into multi-site for the next step up for an experience manager!

WHAT YOU WILL BE DOING?

• Coordinate all Freedom Vision activity at your sites, ensuring that exceptional service is provided to all customers.
• Monitor and follow up patient leads from all sources and work closely with the marketing team to ensure potential patients are engaged and understand the benefits of Freedom Vision.
• Manage the pre-sales process, offering reassurance, and confidence, to the patient on the benefits of Freedom Vision.
• Closely monitor the patient experience at each stage to ensure that customers feel that they are receiving the appropriate level of support and aftercare required.
• Proactively engage and convert suitable patients throughout each stage of the customer sales experience.
• Manage the Freedom Vision environment to ensure that the customer receives a “best in class” on each occasion.
• Ensure that the patient experiences a smooth process via the Consultants, Surgeons and Optometrists to ensure the patient feels informed and confident in the service they receive.
• Meet KPI targets set throughout specified stages of the patient pathway.
• Flexible management of your time is required, including evening and weekends, to ensure that pre-sales and diagnostic process appointments are offered at times convenient to our patients.
• Record accurate patient data and records for all CQC and clinical governance requirements.
• Manage the patient journey to deliver a “best in class” service, providing timely and high quality communications to patients and ensuring they are fully supported and informed at all times throughout the patient experience.
• Liaise with the Clinical Coordinator to effectively plan resources within the clinics to meet the needs of the business.
• Delivery of excellent customer service to achieve consistently high levels of patient satisfaction.
• Assisting patients with queries and supporting the patient throughout their Freedom Vision journey.
• Ensure understanding of patient lens requirements are recorded and lenses are ordered and received in a timely manner.
• Ensure patient information and data are managed in accordance with the Data Protection guidelines.
• Manage patient invoicing and documentation and taking payments, including credit control
• Sharing best practice skills and processes with colleagues.
• Travel in the region to other sites.