Patient Liaison

Overview

We are seeking a self-motivated Patient Liaison to join our team at our Harley Street clinic. This role is ideal for a self-starter with excellent communication skills and a passion for exceptional customer service. As the first point of contact for prospective patients, you’ll engage with enquiries via phone and email, build rapport quickly, and follow up consistently to secure appointments. Working in a fast-paced, high-energy environment, you’ll play a key role in helping the clinic meet its monthly consultation and revenue targets. This is a full-time, in-clinic position.

Responsibilities include but not limited to:

• Utilising our CRM tool to interact with prospective patients via text, email or over the phone and schedule them for in-clinic or virtual consultations
• Focusing on quantity: reaching a target number of conversations on a daily basis
• Focusing on quality: having meaningful conversations with prospective patients and booking them for consultations
• Answering warm calls from our concierge team
• Assisting with intake of patients and scheduling surgeries as needed
• Collaborating with Leadership as needed or directed to reach strategic sourcing and sales goals
• Providing accurate pricing estimates
• Qualifying leads
• Assisting in any administrative sales tasks as needed (i.e. patient financing, pre- and post-procedure forms, etc.)
• Assisting in consultations (virtual or in-clinic) as needed or instructed
• Assisting other practice locations as needed (virtually)

Person Specification:

• At least 1 year of sales experience (preferably inside sales) or customer service experience
• Experience using a CRM tool
• Proficiency in Microsoft Office and Google Suite
• Impeccable phone skills and professional demeanour
• Excellent verbal and written communication
• Ability to handle large volume of outbound calls and chats
• Ability to achieve defined targets and KPIs
• Strong organisational and multitasking skills
• Ability to work independently and as part of a team, be self-motivated, adaptable, and have a positive attitude.

Hours: 40 per week (10.00 am to 6.00 pm, Tuesday to Saturday)

Contract type: Full-time / Permanent

Location: Harley Street, London

Salary: £30,000 per annum plus monthly bonus

Benefits: 25 days annual leave (plus Bank holidays), 4% company pension contributions, health and wellbeing cash plan, private medical insurance, critical illness cover, season ticket loan, holiday exchange.