BENENDEN HOSPITAL TRUSTJOB DESCRIPTION

Job Title and Band: Band 3 – Liaison Officer
Job Holder: / Date:

Key Responsibilities

Responsible for the delivery of a sales strategy and pipeline as well as relationship building with key primary care partners, to deliver sales and support the development and growth of Benenden Hospital Trust:

  • Increasing the number of self-paying patients referred by GPs, Opticians and other key health professional in the local area
  • Developing and maintaining B2B relationships within the Primary Care Liaison sector by providing support, information and guidance on patient pathways
  • Providing sales support and representing the company at trade exhibitions and marketing/hospital events
  • Develop and implement sales and action plans that secure targeted revenue, working with competitor analysis and industry consumer behaviour
  • Researching and analysing sales opportunities with existing and potential customers to create new business
  • To maintain own sales competency/expertise

Where does role fit in organisation?

Reports to the Marketing and Sales Manager

Accountable to the Director of Business Development and Performance

Working closely with the sales and marketing teams, while maintaining strong links with all internal stakeholders, departments, external customers and partner organisations.

Main Duties and Responsibilities (Boundaries of role)

Service Provision:

  • Working with the Sales, Service Development and Comms team to create a sales strategy that delivers and will support business growth for the hospital
  • Deliver an increase against target in the number of self-paying patients referred by GP, Optician and other key health professional in the local area
  • Build strong B2B relationships with GPs, Optician’s and other key health professionals, by providing face-to-face, email and phone support with information and guidance on patient pathways to inform and influence their decision making
  • Gain a clear understanding of our B2B partners and their requirements within the Primary Care Liaison sector
  • Representing the company and generating leads and referrals at trade exhibitions, events and seminars
  • Provide audience feedback and insight to the marketing team
  • Assist the marketing team with the programme of hospital events and sales support
  • Execute an agreed programme of competitor analysis to identify trends and consumer behaviour in the healthcare sector
  • Develop and deploy sales and action plans to secure targeted revenue
  • Meet and/or exceed targets and key performance indicators and benchmarks
  • Work closely with the marketing team to execute a marketing plan for the existing customer base
  • Research and analysis sales opportunities and potential customers for new business
  • Report on all sales activity against agreed key performance indicators demonstrating ROI
  • Identify and provide advice on improvements, sharing best practice and learning with colleagues based on experience
  • Develop relationships internally and externally to drive adoption of solutions
  • Operate as a brand ambassador for the hospital
  • To demonstrate good governance in all aspects of work by adhering to all standards, operating policies, procedures and protocols
  • To represent the department as required at meetings
  • To maintain an appropriate standard of confidentiality for all information. Any disclosures of confidential or business information (including information kept on computer or other media) made unlawfully outside of proper course of duty will be treated as a serious disciplinary offence.

Financial:

  • To support achievement of financial and activity targets within the Sales and Marketing service, through effective resource and time management
  • To comply with departmental budget control of costs and procurement guidelines
  • To ensure that all data is completed accurately and in a timely manner to support marketing and sales activity, and that any economies are highlighted
  • To report against monthly sales performance, key performance indicators, agreeing further action, development and active planning

Other:

  • To maintain sound and effective working relationships and communication with all hospital staff and consultants
  • To adhere to all policies, procedures and guidelines that are relevant to their role and area of work
  • Active participation and completion of appraisal, to understand expectations and achieve performance against objectives
  • 100% compliance for mandatory training, identifying and undertaking agreed training needs
  • Ensure personal continuing professional development (CPD) is maintained
  • To attend hospital meetings and functions, as required

SPECIFIC ROLE REQUIREMENTS

  • In addition to working a proportion of core hours Monday to Friday, the post holder will be required to work hours flexibly to support a range of events and activities requiring frequent working evenings, weekends and bank holidays.

Proven Knowledge, Training and Experience

  • Significant experience of sales, preferably within the healthcare sector
  • Track record of delivering sales in a challenging market place
  • An excellent communicator with an ability to build relationships with a wide range of audiences
  • Excellent presentation skills
  • Results driven with an ability to overcome objections and suggest alternative solutions
  • Demonstrable success working within a targeted environment, both individually and as part of a team
  • Experience liaising with members of the public/healthcare sector
  • Ability to work pro-actively individually and contribute to a successful team environment
  • Proven ability to undertake multiple tasks and work under pressure
  • Evidence of continuing education and development

Skills & Competencies

  • Confident with strong verbal/written and interpersonal skills with the ability to engage any stakeholders, teams, managers and partners
  • Strong analytical skills
  • Highly organised with excellent planning and attention to detail
  • Ability to prioritise and manage workload to meet deadlines
  • Highly motivated with a positive attitude
  • Financial awareness and knowledge of monitoring and evaluation
  • Confident computer skills e.g. MS Office Suite and web based reporting systems

Personal Attributes

  • Personal resilience, demonstrating a positive attitude and even temper in the workplace
  • Be flexible and adaptable to meet the changing needs of the business and workplace
  • Foster a culture of professionalism and a positive working team environment
  • Demonstrate honesty, integrity and ethics in the workplace

Measuring Performance

The post holder is expected to be familiar with, and work in line with, the hospital’s Values.

Performance will be measured against the specific objectives and targets and “Values-led” behaviours as identified and agreed within the Performance & Development Review (PDR) process.

STANDARD ROLE REQUIREMENTS

Mandatory Training Requirements

The post holder is required to attend an annual mandatory and statutory training, to include a regular update on fire safety, infection control, manual handling, information security, risk awareness and life support.

Health & Safety

The post holder will be required to observe the hospital's safety policies, made under the Health & Safety at Work Act 1974. He/she will take due care at work and report any accidents or untoward occurrences and co-operate with the hospital in relation to Health & Safety issues.

Benenden Hospital is committed to having a safe and clean hospital and preventing infection wherever possible. The post holder has a personal obligation to act to reduce ‘healthcare-associated infections’ (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required by the hospital’s Infection Control Policies and support initiatives to meet the Hygiene Code. This includes particularly those that apply to their duties, such as Hand Decontamination Policy, Personal Protective Equipment, safe procedures for using aseptic techniques and safe disposal of sharps. The post holder will report any known infections to the Governance Team and any incidents through the hospital’s Incident Reporting Policy.

Confidentiality

The post holder will be exposed to sensitive personal data as part of their role and must at all times ensure that all data is kept confidential and that it is only made available to those people who are authorised to access it. There are hospital policies relating to information security, confidentiality and data protection which define responsibilities. It is the post holder’s responsibility to ensure that they read all appropriate policies and are aware of their responsibilities. Any data breach will be subject to the disciplinary process which may result in dismissal.

Safeguarding Vulnerable Groups

Employees who come in to contact with vulnerable adults or children and their parents during the course of their normal duties will be aware of their responsibility to safeguard and promote the welfare of children, young adults and vulnerable adults.

Equality and Diversity

It is the responsibility of every staff member to understand the hospital’s equality and diversity commitments and statutory obligations under the current equality legislation including the Equality Act 2010. The post holder will value people as individuals and treat everyone with dignity and respect, in line with the hospital’s Values. The post holder will be familiar with the Equality and Diversity Policy, and will report behaviour that undermines equality within the hospital.

Legislation

The post holder will be required to observe current legislation including for example Data Protection Act, Human Rights Act, Friendly Societies’ Act, Equal Opportunities, Freedom of Information Act, and Bribery Act etc.

Fraud

The hospital requires honesty and integrity from staff and Officers. Hospital staff are expected to abide by the Benenden Society's Fraud Policy, as stated in Section 20 of the Standing Financial Instructions. This Policy clearly states the Society's position regarding fraud, theft and corruption. Furthermore the Society's Whistleblowing Policy sets out guidance regarding the reporting of suspected malpractice.

Business Risk Awareness

The post-holder will be required to identify and assess risks to the achievement of individual, departmental and organisational business objectives. He/she will report, control and monitor these risks at a level appropriate to the role.

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