Patient liaison Officer | Chelsea and Westminster Hospital NHS Foundation Trust
| Dyddiad hysbysebu: | 24 Mawrth 2026 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £33,094 - £36,195 Pro rata per annum incl. HCAS |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 23 Ebrill 2026 |
| Lleoliad: | Fulham, SW10 9NH |
| Cwmni: | Chelsea and Westminster Hospital NHS Foundation Trust |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 7882323/289-SC-318 |
Crynodeb
The post holder will be the first point of contact for patients, secretaries and health care insurance companies wishing to book / enquire about the services available. The post holder will be able to provide patients with accurate prices for services they may wish to receive.
The post holder will be responsible for ensuring that patients from all private units receive information regarding the services they wish to receive.
The post holder will be responsible for making appointments for patients in outpatients or diagnostic facilities, and sending the appropriate literature to the patient once the appointment / diagnostic has been booked. The post holder will be responsible for entering all information on to Compucare and last word in a timely and accurate manner.
The post holder will be responsible for arranging all appointments and ensuring that all literature is sent out to the patient prior to their treatment.
The post holder will be responsible for ensuring that all details regarding pay mechanisms are accurately entered on to Compucare in a timely manner.
Main Duties Summary – Band 4 Administrator (Private Patients)
The post holder acts as the first point of contact for private patients, consultants, secretaries, and healthcare insurers, providing a high‑quality, professional booking and enquiry service. The role is responsible for managing patient enquiries, booking outpatient and diagnostic appointments, issuing relevant patient information, and ensuring accurate and timely data entry across hospital systems including Meditex, Compucare, Cerner, and Last Word.
Key duties include validating and maintaining patient demographic and financial information, accurately recording payment mechanisms, and preparing supporting documentation such as insurance authorisations, guarantee letters, and embassy paperwork. The post holder investigates and resolves patient, invoice, and financial queries with sensitivity and diplomacy, liaising closely with internal departments and external organisations.
The role requires consistent management of telephone calls, emails, and other communications as part of a shared rota, ensuring responses are timely, courteous, and patient‑focused. The post holder maintains strict confidentiality in line with Trust policies, supports administrative processes including records management, and contributes to the smooth operation of private patient services through effective coordination and communication.
Our Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—along with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5m, providing full clinical services including maternity, A&E and children’s services, plus specialist HIV and sexual health care. The CQC rates us Good in safety, effectiveness, care and responsiveness, and Outstanding in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and an £80m Ambulatory Diagnostic Centre at West Mid.
We are delivering sustainable healthcare through our Green Plan. In line with Greener NHS ambitions, we aim for net zero carbon emissions by 2045. Achieving this requires collective effort. We encourage staff to reduce their impact on carbon, waste and pollution wherever possible. Every action counts to create a healthier, more sustainable future.
We are committed to equal opportunities and believe diversity drives innovation and excellence. We welcome applications from the global majority, veterans and underrepresented communities, valuing the perspectives they bring.
If you haven’t heard from us within 3 weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probation.
Some roles may require weekend shifts at multiple sites.
Job summary
Job title
Job title
Band
Band 4 Admin
Division
Enterprise
Responsible to
Assistant Service manager
Accountable to
General Manager for Private Patients
Type of contract
Permanent
Hours per week
37.5
Location
Chelsea and Westminster Hospital
Job Summary
The post holder will be the first point of contact for patients, secretaries and health care insurance companies wishing to book / enquire about the services available. The post holder will be able to provide patients with accurate prices for services they may wish to receive.
The post holder will be responsible for ensuring that patients from all private units receive information regarding the services they wish to receive.
The post holder will be responsible for making appointments for patients in outpatients or diagnostic facilities, and sending the appropriate literature to the patient once the appointment / diagnostic has been booked. The post holder will be responsible for entering all information on to Compucare and last word in a timely and accurate manner.
The post holder will be responsible for arranging all appointments and ensuring that all literature is sent out to the patient prior to their treatment.
The post holder will be responsible for ensuring that all details regarding pay mechanisms are accurately entered on to Compucare in a timely manner.
Key working relation relationships.
· The Private Patients Liaison officer is required to communicate on a day to day basis with internal and external clients, Consultants and other departmental staff
Roles and responsibilities
1. To be the first point of contact for patient enquiries and patient bookings for services provided at Chelsea and Westminster Assisted Conception Unit responsible for delivering an efficient and faultless customer experience in handling both inbound and outbound customer enquiries.
2. To be responsible for utilising the Hospital Booking Systems (Meditex and Compucare) in order to carry out a variety of functions, including -
·Validating patient demographic details and updating as necessary
·Making, changing or cancelling outpatient appointments
·Updating computerised records of patient information in line with departmental and hospital policies and procedures.
·Understanding all information contained on the system to assist patients and staff with queries on the telephone.
3. To deal with all enquiries in an efficient, polite and courteous manner providing a caring, compassionate, helpful service to patients, staff and the general public. To cover the telephone call centre from 9-5 as part of a shared rota.
4. To be responsible for answering all telephone calls, email enquiries and other forms of communication in a timely and professional manner.
5. To be responsible for booking patients into services, such as outpatient appointments and diagnostic appointments.
6. Ensuring that all booking data is accurately entered on Meditex, Compucare and Cerner in a timely manner.
7. Ensure that all payment details are correctly logged onto the system at the time of booking.
8. Prepare backing documents, ensuring that the policy and authorisation number has been supplied along with any guarantee letters for embassies and insurance companies. If information not supplied refer back to the private patient
9. To investigate queries in person and on telephone, dealing with patient’s queries, invoices and financial queries sensitively and with diplomacy. Liaising with other departments within the hospital and outside agencies where necessary e.g. insurance companies & embassies
10. To maintain an accurate and orderly filing system for all documents.
11. To ensure complete confidentiality with respect to patient information in line with Trust’s Confidentiality Policy & Information Governing Policy.
12. Attend monthly unit staff meetings
13. Take payment information from patients who are paying with credit or debit cards, over the phone and update compucare in the appropriate manner.
14. To use initiative, discretion and diplomacy and act in such a manner as to maintain and protect patient confidentiality at all times.
15. To ensure that the department voicemail/email address is checked and any messages are recorded clearly and actioned in order of priority in accordance with departmental standards.
16. Administrative functions such as copies of patient’s medical records, uploading hard medical records to evolve system.
17. Any other reasonable tasks to support the unit and the patients throughout their journey.
This job description may be subject to change according to the varying needs of the service. Such changes will be made after discussion between the post holder and his/her manager. All duties must be carried out under supervision or within Trust policy and procedure. You must never undertake any duties that are outside your area of skill or knowledge level. If you are unsure you must seek clarification from a more senior member of staff
Person specification
Job title
Patient Liaison Officer
Band
Band 4 Admin
Division
Enterprise
Evidence for suitability in the role will be measured via a mixture of application form, testing and interview.
E= essential
D= desirable
Trust values
Putting patients first
E
Responsive to patients and staff
E
Open and honest
E
Unfailingly kind
E
Determined to develop
E
Education and qualifications
Technical Apprenticeship in Customer Service / NVQ Level 4 Customer Services or AAT Level 2 basic accounting or equivalent knowledge or experience
E
Experience
Experience of working within a busy office environment
E
Experience of communicating effectively with a wide range of people including staff, patients and consultants.
E
Ability to prioritise own workload
E
Experience working within a busy and demanding environment
E
Experience of working within a busy and demanding environment.
E
Demonstrate well developed, effective interpersonal skills and communication skills.
E
Skills and knowledge
Working knowledge of Microsoft products: - Word - Microsoft Office - Excel Accurate Keyboard Skills
E
Personal qualities
Good communication skills
E
Ability to deal with patients queries sensitively.
E
Attention to detail and accuracy essential.
E
Ability to work as part of a team and demonstrate a commitment to working in a team.
E
Able to work under pressure and in a flexible manner.
E
Willingness to try new idea/methods of working
E
Demonstrate evidence of being able and willing to understand our Trust values of respect, kindness, excellence and safety, with behaviour which reinforces these values.
E
Ability to meet tight deadlines.
E
This advert closes on Wednesday 1 Apr 2026