Patient Liaison Officer

We are seeking a professional, organised and patient-focused Patient Liaison Officer to join our growing healthcare team.

As a key member of our administration team, you will play an important role in delivering an exceptional patient experience while supporting the efficient coordination of patient services and practice operations. This role is ideally suited to someone who demonstrates empathy, professionalism, accountability and a commitment to continuous improvement in everything they do.

About the Role

This position is responsible for delivering a professional, responsive and patient-centred experience across all patient interactions and administrative processes.

Reporting to the Patient Experience Manager and working collaboratively with clinicians and colleagues, you will coordinate patient appointments, communications and information management activities while ensuring a high standard of service, confidentiality and operational excellence.

Success in this role requires the ability to build trusted relationships, communicate effectively, take ownership of outcomes and maintain professionalism when supporting patients through sensitive or challenging situations.

Functional Responsibilities

In this role you will be responsible for

coordinating patient enquiries, appointments and communications to support a positive and seamless patient experience.

building trusted relationships with patients, clinicians and stakeholders through professional, respectful and responsive communication.

maintaining accurate patient records and administrative systems in accordance with privacy, compliance and professional standards.

supporting the effective coordination of clinical schedules and practice operations to ensure efficient service delivery.

managing sensitive, complex or escalated patient interactions using empathy, sound judgement and effective conflict resolution techniques.

processing administrative and financial transactions accurately and efficiently.

contributing to continuous improvement initiatives that enhance patient experience, service delivery and operational effectiveness.

working collaboratively with team members to achieve organisational objectives and maintain a positive workplace culture.

About You

To be successful in this role, you:

take ownership for delivering commitments and maintaining high standards of service. Monitor progress, follow through on responsibilities and consistently deliver reliable outcomes for patients, clinicians and colleagues.

communicate clearly, concisely and respectfully through verbal and written communication. Actively listen to understand patient needs, adapts communication style to the audience and promote positive interactions and understanding.

recognise and respond appropriately to the emotions and concerns of others. Demonstrate empathy, professionalism and self-awareness when supporting patients through sensitive or challenging situations.

build and maintain positive relationships through trust, consistency and clear communication. Work collaboratively with patients, clinicians and colleagues to achieve positive outcomes and maintain strong working relationships.

produce accurate, high-quality work with minimal errors through the careful management of patient information, records, communications and administrative processes.

effectively balance competing demands by prioritising tasks and managing time efficiently. Maintain focus on key objectives while adapting to changing priorities in a busy healthcare environment.

handle sensitive, complex or challenging situations with professionalism and respect. Communicate thoughtfully, manages expectations effectively and supports constructive resolution of concerns or complaints.

What We’re Looking For

Previous experience in healthcare administration, medical reception, patient services or a similar customer-focused environment will be highly regarded.

Experience working with practice management, appointment scheduling or customer information systems such as Best Practice, Active Campaign and Auto Med Systems is desirable.

Candidates with transferable skills and a demonstrated commitment to delivering exceptional service are encouraged to apply.

We are an equal opportunity employer and are committed to creating a professional, respectful and inclusive workplace where our team members can thrive.

Applications close Wednesday, 30 September 2026.

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