Customer Success Consultant
Job summary
Are you passionate about improving patient pathways and helping NHS teams deliver smarter, more efficient care?
Were looking for a Customer Success Consultant to work closely with NHS clients to increase adoption of Patient Initiated Follow Ups (PIFU) and support an overall reduction in unnecessary follow-up appointments.
In this role, youll be the trusted link between Liaison Group and our clientssupporting both pre- and post-implementation of the Liaison Assist platform. Youll build long-term relationships, influence service change, and drive platform adoption to help our clients achieve market-leading PIFU rates, improved clinical pathways, and measurable savings and efficiencies.
Youll be seen as an extension of the clients team, maintaining a consistent on-site presence and working with cross-functional colleagues internally to plan and deliver rollouts that increase clinical pathway usage and engagement with Liaison Assist.
Main duties of the job
About us
We are a well-established and trusted health economy partner, saving millions for reinvestment in health and social care through our Workforce, Financial, Care and Specialty Transformation businesses.
We are dedicated to improving the health economy through expert advisors, established technology, and best practice process improvement. Our work has also been recognised with numerous HR and Finance industry awards.
As a base all our employees work from the comfort of their own home. We now have over 400 employees based across the length and breadth of the UK, enjoying the flexibility of working remotely.
We are proud to say that we are currently the:
#1 Best Large Company To Work For in the UK
#1 Best Consultancy To Work For in the UK
We are a 3-star (out of 3) rated company by Best Companies, recognising Liaison Group as a World-class Company to Work For.
Job description
Job responsibilities
- Support clients to redesign clinical pathways and maximise efficiency through effective use of the Liaison Assist platform
- Act as the central point of contact between clients and internal teams coordinating activity to resolve issues and meet client needs
- Build and maintain strong long term relationships with key stakeholders across clinical digital and operational teams
- Understand client priorities clinical workflows and wider developments in outpatient pathway redesign including PIFU and community based models
- Maintain regular onsite presence engaging with stakeholders to understand processes and user journeys
- Collaborate to deliver structured rollout and adoption plans driving increased utilisation and reduction in follow up appointments
- Provide training and ongoing support to embed new pathways and ways of working
- Lead account review meetings and deliver performance reporting on utilisation savings and opportunities for growth
- Recommend service improvements and coordinate with technical teams on system enhancements data requirements and new features
Person Specification
SKILLS & COMPETENCIES
- Demonstrates a proactive approach with the ability to take initiative as the service offering matures within the client environment.
- Strong interpersonal and communication skills, with the ability to convey complex information clearly and effectively.
- Proven ability to influence and engage senior leaders and clinical stakeholders to support adoption and change.
- Capability to undertake process mapping activities to understand, document and improve clinical and operational workflows.
- Able to act as a point of escalation for clients managing issues professionally and ensuring timely resolution.
- Takes a logical and data driven approach to performance metrics reporting and insight generation.
Experience
- Due to the anticipated pace of growth it is essential that the candidate is flexible and creative.
- Deep understanding of pathway redesign with regards to Outpatients
- Demonstrates a strong analytical and logical approach with a high level of attention to detail
- Proven experience adopting a consultative approach to client management and stakeholder engagement
- Experience conducting both onsite and remote client engagement and review meetings
- Exceptional communication skills with the ability to engage effectively with stakeholders at all levels
- Working knowledge of clinical workflows and processes within a healthcare setting particularly within the NHS
- Thought leader in Outpatients redesign
- Structured thinker with the ability to identify all the pathways in a specialty and work through each one to identify and change the pathway to increase PIFU rates and reduce follow up volumes
- Experience supporting customers and internal stakeholders with solution configuration and the implementation of bestpractice processes
- Working knowledge of SaaS platforms and/or task management solutions, including industry best practice
- Experience of supporting or leading change management initiatives
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.
Employer details
Employer name
Liaison Group
Address
Liaison Court
Vincent Road
Worcester
Worcestershire
WR5 1BW
United Kingdom
Employer's website
https://liaisongroup.com/recruitment/