GP Liaison Officer - Central London

Job description

Job responsibilities

Communication

1. Communicate clearly and concisely and in a professional manner when representing the Trust. Communicate in a timely manner, ensuring that the team is kept informed. Adapt your own approach and communication style to individuals and situations
2. 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
3. Accountable for identification of potential key accounts locally by analysing current growth, strategic importance and impact, and future potential from a range of internal and external data sources
4. Develop clear contact management and communication strategies with identified local key decision makers and influencers in target accounts aligning with the Private Patient departments business strategy
5. Visit GP practices and establish strong relationships with GPs and practice staff, presenting a positive and credible image to these external stakeholders
6. Ensure that GPs and referrers are aware of the structure and function of services at all sites and the referral process
7. Develop and deliver a structured programme of GP educational events and seminars (online and onsite), in-line with the Private Patient departments business strategy
8. Create and implement email campaigns using Mailchimp and Eventbrite for bookings and registrations
9. Work with consultants to arrange content, support presentations and ensure materials for the seminar are developed to agreed timescales
10. Work with marketing to promote GP education programme and events using social media
11. Events may be held during office hours or in evenings and attendance will be required to ensure the smooth running of the event.
12. Work with marketing to develop an ongoing programme of tailored communications for GPs and practice staffand revise core messaging, positioning and value proposition for GP and consultant referrer market

Patient/customer care (both direct and indirect)

1. The role will have various customers, both internal and external
2. Maintain close working relationships with key internal stakeholders, both clinical and non-clinical to ensure that the GP, practice manager and patient experience is positive, and act upon any concerns raised in an appropriate and timely manner
3. Keep abreast of the strategic direction of the hospital, service developments and new consultants
4. Work with internal Consultants to achieve caseload targets in-line with the hospitals consultant development plans and drive referrals
5. Build relationships with key consultants at the Trust, raising the internal profile of the business development function in supporting the development of their practice
6. Support the other Private Patients teams in promoting all Hospital sites and services of Guys and St Thomas Specialist Care throughout various activities, as required.
7. Participate in other projects as required.

Policy & Service development

1. Identify local opportunities for self-funding (e.g. long waiting lists) and promote Trust private patient services to drive referrals
2. Proactively seek areas of growth, opportunities and improvement within the private patient market.
3. Develop a strategy to target potential diagnostic referral contracts within the local area, with the aim to increase diagnostic referrals
4. Arrange events in collaboration with relevant societies and organisations
5. Regular reporting and follow up of key issues identified or complaints received by customers

Resource management

1. Work within budgets set by the Business Development Lead and Associate Director Marketing and Business Development
2. Manage delivery of GP talks either online (via Zoom) or source venues and coordinate events on-site within budget

Information management

1. To be a proficient user of any hospital system that holds data on private patients as appropriate.
2. Be aware of how computerized information can be disseminated, and how it can be used to inform and assist future strategic decisions of the Business Development function and the Private Patient Directorate.
3. Maintain and update all CRM systems daily
4. Monitor and report monthly on key account metrics e.g. referrals and revenue trends, using analytical data, to the Business Development Lead, Associate Director Marketing and Business Development, and Managing Director of Private Patients
5. Develop and maintain the email subscriber and GP/ health professionals database, ensuring that data protection guidelines are followed at all times and that any use of delegate, patient, and speaker data complies with current Information Commissioners Office (ICO) and Data Protection Act (DPA) and Trust guidelines.
6. Work with front-line staff and medical secretaries to develop a system to ensure that referring GP data is captured at the point of registration

Other duties

1. To abide by the Trusts Core behaviours for staff and all other Trust policies, codes and practices including standing financial instructions, research governance, clinical governance, patient and public involvement, codes and practices, and health and safety.
2. To undertake any other duties commensurate with the grade as requested.

Person Specification

EDUCATION AND QUALIFICATIONS

• oDegree level education or equivalent

• oEvidence of recent professional development which is orientated towards the development of commercial skills and /or significant experience in a business development role

EXPERIENCE & KNOWLEDGE

• oEvidence of having achieved challenging healthcare/business targets.
• oUnderstanding of private healthcare market and private funding mechanisms
• oUnderstanding of customer service standards and sales processes
• oSales experience gained in influencing role within healthcare, medical devices or pharmaceuticals
• oExperience in analysing and interpreting research and intelligence to formulate engagement plans.
• oKey account management experience including stakeholder engagement
• oExperience of customer relations management
• oA highly organised individual with excellent project management abilities, used to managing several projects concurrently, within a fluctuating and demanding workload.
• oExcellent analytical capability and decision making skills

• oPractical NHS or PP experience gained at either a Hospital Trust or a private provider
• oGood understanding of the NHS and the changing NHS and PP environment- either from working directly in healthcare or in a key account management/ commissioning/operational or marketing role.
• oFamiliarity with medical terminology
• oExperience working with GPs and other healthcare referrers in central and Greater London
• oUnderstanding of clinical performance metrics
• oGood understanding of diagnostic testing, including those specific to cardiac and respiratory symptoms
• oExperience developing service level agreements
• oExperience with tender process for medical services
• oPrevious use of customer relationship management software
• oPrevious experience of B2B marketing
• oPrevious experience of email marketing
• oExperience organising and promoting events for external customers and securing successful attendance

SKILLS & ABILITIES

• oExcellent ability to communicate effectively through listening, speaking and writing
• oExcellent interpersonal skills, strong customer focus
• oAbility to prioritise workload within a complex and shifting set of demands and pressures
• oHigh level of computer literacy, particularly knowledge of Microsoft Excel.
• oA confident public speaker with significant experience of developing and delivering presentations to a variety of audiences.
• oExcellent attention to detail and ability to work to tight deadlines.
• oOutstanding organisational skills.

• oWriting content for primary care audience

PERSONAL QUALITIES

• oSelf-motivated and hard-working
• oAn experienced team player with the ability to work independently
• oAbility to build and positively manage important relationships
• oProfessional attitude and self starter
• oExcellent attendance record
• oAbility to work cross-site and out-of hours if necessary
• oSmart personal appearance
• oAbility to travel around Greater London area and for meetings, seminars and training

• oHave own car and up to date driving license

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Employer name

Guy's and St Thomas' NHS Foundation Trust

Address

Various sites in Central London

Central London

W1G 9RU

https://www.guysandstthomas.nhs.uk/careers/careers.aspx