Patient Liaison Specialist

Summary

Join MANUAL as a Patient Liaison Specialist and become the primary point of contact for hair transplant patients. You will manage high call volumes, conduct patient screenings, coordinate appointments, and provide comprehensive information about hair transplant procedures. This role requires strong organizational and communication skills, experience with high call volumes, and familiarity with hair transplants or private healthcare. In return, you'll receive a competitive benefits package including private medical insurance, a learning and development budget, and a hybrid work model.

Requirements

• Knowledge of Hair Transplants and/or Private Healthcare Experience: Familiarity with hair restoration procedures, or a background in private healthcare (e.g., cosmetic procedures), is essential to effectively communicate with patients
• Empathy and Communication Skills: Demonstrated ability to handle sensitive conversations with empathy and professionalism
• Organisational Skills: Exceptional ability to manage multiple tasks, maintain accurate records, and keep patient data organised
• Call Management: Proven experience in managing high call volumes efficiently without compromising quality
• Technical Proficiency: Competence in using telephone software, CRM system, and other administrative tools
• Attention to Detail: Meticulous approach to gathering and recording patient information

Responsibilities

• Handle High Volumes of Calls: Efficiently manage inbound and outbound calls (using Cloudtalk, our digital telephone system) with a focus on empathy, professionalism, and accuracy
• Patient Screening: Conduct initial consultations via phone to assess eligibility for hair transplant procedures, gathering relevant medical history and other necessary details
• Appointment Coordination: Schedule consultations with hair transplant specialists, ensuring all patient information is accurately recorded and communicated
• Information Sharing: Provide patients with clear and accurate information about the hair transplant process, available treatments and pricing
• Record Management: Maintain detailed and organised records of all patient interactions using Pipedrive (our CRM system) and WriteUpp (our clinical software)
• Customer Service: Address patient inquiries, concerns, and complaints in a calm and professional manner, ensuring patient satisfaction at every step

Benefits

• Share option scheme
• Private medical insurance
• Annual learning & development budget
• Gym & wellness benefit with Wellhub
• Hybrid role based in London Bridge 3 days a week with lunch once a week
• Cycle to work scheme
• Electric car scheme
• 25 days holidays and generous parental leave & flexible working policies
• Annual company retreat