Patient Liaison Officer

Job Summary

The Patient Liaison Officer is responsible for delivering a seamless and compassionate patient experience throughout the fertility treatment journey. Acting as the primary non-clinical point of contact, the officer coordinates appointments, facilitates communication between patients and the multidisciplinary care team, and provides administrative and emotional support to ensure patients receive timely, personalised, and professional care.

Responsibilities

• Serve as the primary contact for patients from initial enquiry through completion of treatment, ensuring clear communication and support
• Provide empathetic and professional interactions to patients and their partners to foster a positive experience
• Explain clinic processes, appointment schedules, and administrative requirements to guide patients through their treatment journey
• Respond promptly to patient enquiries via phone, email, messaging platforms, and in person to maintain effective communication
• Build trusting relationships while maintaining patient confidentiality and professionalism
• Coordinate consultations, investigations, procedures, and follow-up appointments with fertility specialists and clinical teams to ensure timely care
• Schedule treatment milestones efficiently in accordance with clinical protocols
• Liaise with doctors, nurses, embryologists, laboratory personnel, and external healthcare providers to facilitate smooth patient care coordination
• Monitor patient appointment schedules and proactively follow up on outstanding investigations, reports, and documentation
• Register new patients and maintain accurate electronic medical records to support clinical and administrative needs
• Prepare treatment schedules, consent forms, and supporting documentation accurately before procedures
• Explain treatment packages, payment processes, financing options, and administrative requirements to patients as needed
• Coordinate insurance or corporate billing enquiries to support financial processes
• Provide compassionate, responsive service to support patients through emotionally sensitive fertility journeys
• Escalate clinical questions appropriately to nurses or fertility specialists and ensure timely follow-up
• Manage patient feedback and resolve service-related concerns promptly to enhance satisfaction
• Identify opportunities to improve patient satisfaction and clinic workflows through feedback and observation
• Maintain strict confidentiality of patient information in compliance with privacy regulations
• Adhere to clinic policies, accreditation standards, and quality management systems to ensure compliance
• Participate in service improvement initiatives and ongoing staff development to enhance clinic performance

Preferred competencies and qualifications

• Diploma or Bachelor's degree in Healthcare Administration, Business Administration, Nursing, Hospitality, Communications, or related field
• Minimum 1 year experience in healthcare, private specialist practice, medical concierge, or customer service
• Proficiency in Microsoft Office and electronic medical record (EMR) systems
• Ability to communicate effectively with patients from diverse cultural backgrounds
• Strong organisational skills to coordinate multiple patient treatment schedules simultaneously
• High level of empathy, discretion, and emotional intelligence
• Exceptional interpersonal, communication, and customer service skills
• Ability to work effectively in a fast-paced multidisciplinary environment
• Excellent attention to detail and accuracy
• Compassionate, patient-centred, professional, discreet, calm under pressure, solution-oriented, positive attitude, and proactive team player