FV Patient Liaison Manager

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Here at SpaMedica our purpose-built state of the art facilities are modern, first class and equipped with the latest technology. In 2018, SpaMedica became the largest NHS cataract surgery provider in the UK.
This 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.
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.
Location: Churchgate, Bolton, BL1 1HU
Benefits for our Patient Liaison Manager:
Salary per annum - £30,576.
4 Bonuses paid per year : Performance related to team targets.
37.5 hours per week Monday to Saturday (2 Saturdays per month)
Between the hours 8-6 with some evenings required.
31 days holiday (Inclusive of bank holidays).
Recommend a Friend Award (£350 reward for both you and your friend).
Free Annual Flu Vaccination.
Contributory Pension Scheme.
Long service, employee recognition and appreciation awards.
Discounted benefits at a large selection of retailers/hospitality.
Training and development.
Free DBS.
Role and Responsibilities of our Patient Liaison Manager:
Coordinate all Freedom Vision activity at your site, 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.
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.
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.
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.
Travel in the region to other sites.
Experience and Qualifications:
Understanding of how to represent the Freedom Vision brand and its values
Experience of delivering service excellence to customers/patients
Understanding of sales process and sales targets
Exceptional time management
Caring and empathetic nature
Good personal presentation
Patient administration system knowledge
Optics experience
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