Patient Liaison Manager
vor 1 Tag
Position Overview
The Patient Liaison Manager plays a vital role within The Vein Institute, responsible for managing day-to-day patient care operations and ensuring an exceptional patient experience.
This role also includes support responsibilities for Spider Veins Australia (SVA), our sister clinic, focusing on delivering high-quality patient care and ensuring smooth clinic operations.
This position combines patient liaison duties, administrative support, and operational management to ensure efficient workflows and a positive patient journey.
About The Vein Institute
The Vein Institute specialises in the treatment of varicose vein disease, offering cutting-edge, non-surgical treatments sourced from the USA and Europe.
With multiple clinics across Australia, we aim to provide the highest level of care and treatment for patients suffering from varicose vein-related medical conditions.
Spider Veins Australia (SVA) is our sister clinic, focused on cosmetic treatments, and this role will include significant involvement in supporting the SVA business.
Key Responsibilities
Patient Liaison Manager Duties
At The Vein Institute and Spider Veins Australia, you will ensure an excellent patient experience by performing the following:
Patient Care & Front Desk:
Managing the front desk, greeting patients, and directing enquiries to the appropriate personnel.
Responding to patient enquiries through phone, email, and The Vein Institute's CRM system, providing accurate information on treatment options.
Scheduling appointments to ensure optimal use of specialists' time and clinic workflow.
Following up with new patient leads, referrals, recalls, and treatment plans.
Administrative Support:
Maintaining the patient management system (PMS), scheduling appointments, and generating invoices.
Understanding and adhering to billing protocols, including knowledge of Medicare rebates and billing codes.
Coordinating with medical staff (doctors, nurses, sonographers) on administrative tasks.
Ensuring timely follow-up on patient payments and resolving any billing-related issues.
Maintaining accurate patient records and ensuring compliance with confidentiality and billing guidelines.
Clinic Operations:
Ensuring the clinic is clean, organised, and running efficiently to enhance patient experience.
Collaborating with clinical and administrative teams to identify and address areas for improvement in patient care and operations.
Support for Spider Veins Australia:
Handle all patient-facing duties at SVA, including managing the front desk, responding to enquiries, and maintaining the patient management system.
Support initiatives to enhance patient satisfaction and streamline clinic workflows.
Travel between The Vein Institute and SVA locations as required to maintain seamless operations.
Administrative Support to Medical Director
You will also provide key administrative support to the Medical Director, including:
Acting as the first point of contact between the Medical Director and internal or external stakeholders.
Organising and scheduling meetings, maintaining the Medical Director's calendar.
Preparing reports, presentations, and correspondence as required.
Managing filing systems and databases, ensuring efficiency and proposing improvements.
Carrying out various ad hoc administrative tasks to support the Medical Director.
Daily Tasks Overview
An average day in this role will include:
Liaising with patients in person, over the phone, or via email.
Managing the clinic's appointment schedule and follow-ups.
Billing and invoicing patients, ensuring accurate financial records.
Assisting doctors and clinical staff with administrative tasks.
Supporting patient care and operations at Spider Veins Australia.
Handling calendar management and correspondence for the Medical Director.
Qualifications & Skills Required
Proven experience in patient care, reception, or administrative roles (healthcare setting preferred).
Strong organisational skills and attention to detail.
Ability to multi-task and manage competing priorities effectively.
Excellent written and verbal communication skills.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Familiarity with patient management systems and CRM software is an advantage.
Knowledge of Medicare billing and medical rebate codes is desirable.
Professional, calm demeanour with a focus on delivering exceptional customer service.
Ability to work independently while maintaining a high level of discretion and confidentiality.
Work Environment and Location
The Patient Liaison Manager will primarily work from our CBD and Parramatta locations, both conveniently located near public transport.
Travel to interstate locations of The Vein Institute and Spider Veins Australia may also be required 2-3 times per month, depending on business needs.
Remuneration
Salary: Competitive salary, well above the Health Professionals Award.
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