Job summary
We are seeking to recruit a GP Liaison and Stakeholder Officer to join our team at Healthshare Clinic West London. The post holder will be responsible for maintaining
client relationships within the incumbent NHS customer base, driving referrals
from relevant sources including but not limited to ICBs, GPs and their practice
staff and external consultants.
Main duties of the job
You will build with, and be the main point of contact for,
GPs, their practice staff, and consultant referrers through the provision of a
high standard of liaison, support, and communication. You will help to ensure
that the Hospitals patient services are positioned as the first choice for
patient referrals
The post holder is an integral part of our
Business Development and Marketing function. They are responsible for ensuring
that positive and progressive relationships are maintained with clients and key
stakeholders both internally and externally from the business.
It is essential that the GP liaison strives
to deliver excellent customer service and maintain strong relationships with
stakeholders to support both new and organic growth as well as retain and
enhance commercial opportunities within key NHS contracts.
This role includes day to day management of
key portfolios and may branch into contributing to new projects received from
Service Transitions with the main focus to increase relationship productivity
and service delivery quality. The GP liaison will also keep up to date with
alternate offerings, market trends and additional client needs to foster high-quality
relationships.
About us
We're an independent healthcare provider, with established roots in muscular-skeletal health and diagnostics, founded by expert NHS clinicians who recognised a way to improve things.
Our approach means that whether it's speed, flexibility, efficiency or quality, every aspect has been carefully considered to surpass expectations. This is why we've been a trusted partner of the NHS for over ten years, and the provider of choice for countless private patients.
We work with integrity. When it comes to collaboratively delivering care, relationships are key. Whether we're interacting with each other, our partners or our patients, we're always open and honest. Every key decision is based on clear process and informed by evidence.
We act with empathy. Everyone who is here, is here because they care about people. We always try and put ourselves in the shoes of whomever we're interacting with and treat people with compassion and consideration.
We inspire with passion. It's hard work, but we absolutely love what we do. There's no room for a half-hearted approach to healthcare, it requires dedication, and that's what everyone here has. A Healthshare employee is enthusiastic, with a verve and panache that inspires others around them.
Benefits:
- 25 days annual leave (plus Bank Holidays) and option to buy/sell
- Private Healthcare (Benenden)
- Company Pension Scheme
- Life Assurance
- Blue Light Card
- Refer a Friend Scheme
- CPD Opportunities
- Wagestream
- Reward Gateway
- Cycle to Work Scheme
- Smart Tech
- EV Car Scheme
Job description
Job responsibilities
Direct Reports
Key contacts/relationship
Internal
- Hospital Director
- Head of Clinical Services
- Operations manager
- Administration manager
and administration team
- Marketing Team
- Contracts Team
External
- New customers/contacts
from the NHS, ICSs/ICBs, Councils. Hospital trusts, PCNs and GP Federations
- Existing commercial
contacts
Key Tasks
Including but not limited to;
- Develop
and implement a data based strategy for the proactive targeting of GPs and
other medical referrers, which increases referrals and drives market share
growth from the targeted areas
- Create
strategies to successfully reach new business opportunities within the account
portfolio, using both internal and external referrals
- Work
with the Customer Success team to resolve any areas of customer dissatisfaction
quickly and efficiently
- Build
and maintain relationships with the NHS user base in each account to capture
details of the value that the organisation is delivering to them; and then use
this intelligence to upsell into the base
- Work
with consultants to arrange content, support presentations, and ensure that
resources are developed into practical resources
- Commencement
of new and progression of established business-to-business relationships
- Fostering organic growth
within existing relationships
- Supporting smooth
transition from new business to business-as-usual contracts
- Reporting on the impact
and effectiveness of client relationships
- Interpreting service data
and presenting in an audience appropriate manner
- Measure customer satisfaction within existing contracts
- Resolution of enquires from internal and external stakeholders
- To support in the presentation of services to clients
- Build and maintain relationships with clients through regular
face to face and remote contact by undertaking Site Visits and Conference /
Video Calls.
- Escalate and resolve areas of concern as raised by service users
- Establish an effective communication network within the
organisation, promoting and encouraging active participation of staff
- Interpret and resolve enquiries from stakeholders ensuring
robust and measured resolution
- And
any other reasonable tasks.
Key Performance Measures
- Work with internal key stake holders to successfully develop customer
growth and open opportunities to market additional services into the wider
demographic of the NHS
- Create a pipeline of well-qualified opportunities that leverage
the benefits of the organisation, upselling additional usage, finding new use
cases, and identifying adjacent functional groups/geographical entities to
upsell/cross-sell
- Work with Finance and Sales Leadership to deliver compelling
proposals
- Develop close relationships with the NHS customer contacts and
leaders and qualified upsells and cross-sell opportunities into closed deals
- Pass relevant leads and contacts for new name business to the
Business Development function for follow-up
Variation
The duties of this post may be subject to variation from time to
time following consultation with the post holder.
Health & Safety
It is the general duty of every employee to take reasonable care
for the health and safety of him/herself and others (including patients). This
may involve the wearing of suitable protective clothing and footwear, and to
co-operate with the management in meeting its responsibilities under the Health
and Safety at Work Act. Any failures to
take such care or any contraventions of safety or managerial instructions may
result in Disciplinary action being taken.
Confidentiality
All staff are required to respect confidentiality of all matters
that they may learn relating to their employment, other members of staff and
the general public and will be required to confirm their compliance with
relevant codes of conduct.
DBS
This post is subject to an standard level of DBS disclosure.
Job description
Job responsibilities
Direct Reports
Key contacts/relationship
Internal
- Hospital Director
- Head of Clinical Services
- Operations manager
- Administration manager
and administration team
- Marketing Team
- Contracts Team
External
- New customers/contacts
from the NHS, ICSs/ICBs, Councils. Hospital trusts, PCNs and GP Federations
- Existing commercial
contacts
Key Tasks
Including but not limited to;
- Develop
and implement a data based strategy for the proactive targeting of GPs and
other medical referrers, which increases referrals and drives market share
growth from the targeted areas
- Create
strategies to successfully reach new business opportunities within the account
portfolio, using both internal and external referrals
- Work
with the Customer Success team to resolve any areas of customer dissatisfaction
quickly and efficiently
- Build
and maintain relationships with the NHS user base in each account to capture
details of the value that the organisation is delivering to them; and then use
this intelligence to upsell into the base
- Work
with consultants to arrange content, support presentations, and ensure that
resources are developed into practical resources
- Commencement
of new and progression of established business-to-business relationships
- Fostering organic growth
within existing relationships
- Supporting smooth
transition from new business to business-as-usual contracts
- Reporting on the impact
and effectiveness of client relationships
- Interpreting service data
and presenting in an audience appropriate manner
- Measure customer satisfaction within existing contracts
- Resolution of enquires from internal and external stakeholders
- To support in the presentation of services to clients
- Build and maintain relationships with clients through regular
face to face and remote contact by undertaking Site Visits and Conference /
Video Calls.
- Escalate and resolve areas of concern as raised by service users
- Establish an effective communication network within the
organisation, promoting and encouraging active participation of staff
- Interpret and resolve enquiries from stakeholders ensuring
robust and measured resolution
- And
any other reasonable tasks.
Key Performance Measures
- Work with internal key stake holders to successfully develop customer
growth and open opportunities to market additional services into the wider
demographic of the NHS
- Create a pipeline of well-qualified opportunities that leverage
the benefits of the organisation, upselling additional usage, finding new use
cases, and identifying adjacent functional groups/geographical entities to
upsell/cross-sell
- Work with Finance and Sales Leadership to deliver compelling
proposals
- Develop close relationships with the NHS customer contacts and
leaders and qualified upsells and cross-sell opportunities into closed deals
- Pass relevant leads and contacts for new name business to the
Business Development function for follow-up
Variation
The duties of this post may be subject to variation from time to
time following consultation with the post holder.
Health & Safety
It is the general duty of every employee to take reasonable care
for the health and safety of him/herself and others (including patients). This
may involve the wearing of suitable protective clothing and footwear, and to
co-operate with the management in meeting its responsibilities under the Health
and Safety at Work Act. Any failures to
take such care or any contraventions of safety or managerial instructions may
result in Disciplinary action being taken.
Confidentiality
All staff are required to respect confidentiality of all matters
that they may learn relating to their employment, other members of staff and
the general public and will be required to confirm their compliance with
relevant codes of conduct.
DBS
This post is subject to an standard level of DBS disclosure.
Person Specification
Knowledge and skills
Essential
- Excellent written and verbal communication skills
- Teamwork and leadership skills
- Excellent customer service skills
- Strong negotiator and influencer
- Clear understanding of analytic tools (CRM, Excel etc) to analyse, plan and monitor effectiveness
- Established planning and organisational skills to meet conflicting objectives and deadlines
- A proven track record of success in B2B field sales, ideally in a Health centric industry
Desirable
- Knowledge of customer relationship management (CRM) practices
- Able to analyse and evaluate business processes, making judgments and recommendations for process change to meet best practice requirements
Experience
Essential
- Proven experience developing relationships with customers, ideally NHS stakeholders
Desirable
- Experience in Healthcare / NHS environment is preferred
- Exposure to change would be advantageous
- Experience supporting transition of services and new business acquisition
Person Specification
Knowledge and skills
Essential
- Excellent written and verbal communication skills
- Teamwork and leadership skills
- Excellent customer service skills
- Strong negotiator and influencer
- Clear understanding of analytic tools (CRM, Excel etc) to analyse, plan and monitor effectiveness
- Established planning and organisational skills to meet conflicting objectives and deadlines
- A proven track record of success in B2B field sales, ideally in a Health centric industry
Desirable
- Knowledge of customer relationship management (CRM) practices
- Able to analyse and evaluate business processes, making judgments and recommendations for process change to meet best practice requirements
Experience
Essential
- Proven experience developing relationships with customers, ideally NHS stakeholders
Desirable
- Experience in Healthcare / NHS environment is preferred
- Exposure to change would be advantageous
- Experience supporting transition of services and new business acquisition
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
