HealthHarmonie
Community Operations Liaison Officer
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Location: Birmingham / Hybrid Working
Salary: Competitive
Contract: 6-month fixed-term contract
Hours: Full-time
About HealthHarmonie
HealthHarmonie, part of the Medinet Group, is one of the UK's leading independent healthcare providers, delivering high-quality community and diagnostic services in partnership with the NHS.
We are looking for a Community Operations Liaison Officer to join our Community Services - Operations team. This is a delivery-focused role, acting as the key operational link between our Commercial and Community Services teams.
The Role
As Community Operations Liaison Officer, you will take ownership of operational requests arising from commercial activity, managing them from initial receipt through to resolution.
This is not simply a coordination role. You will be expected to personally investigate and resolve the majority of operational requests, escalating only those matters that require specialist expertise, senior management input or strategic decision-making.
You will work closely with Commercial, Operational and Clinical teams to support contract delivery, resolve patient pathway issues and ensure operational actions are completed accurately and within agreed timescales.
Key Responsibilities
- Act as the main operational point of contact for requests from the Commercial Team.
- Take ownership of operational queries from receipt through to completion.
- Review patient records and pathways using EMIS and other clinical systems where required.
- Investigate and resolve pathway issues, data anomalies and outstanding actions.
- Liaise with GP practices to obtain or verify referrals and supporting information.
- Contact patients where appropriate to progress outstanding issues.
- Work closely with Specialty teams to resolve pathway anomalies and support a positive patient experience.
- Support the operational delivery of new and existing contracts.
- Maintain accurate records and a central action tracker for commercial and operational requests.
- Monitor progress against agreed timescales and ensure actions are completed promptly.
- Produce regular updates and reports on completed work, outstanding actions and emerging risks.
- Identify recurring issues and contribute to process improvements.
- Ensure all activity complies with organisational policies, information governance requirements and contractual obligations.
- Escalate clinical, operational or contractual risks appropriately.
- Support service mobilisation and continuous improvement initiatives.
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About You
We are looking for an organised, proactive and solutions-focused individual who is comfortable working independently and taking ownership of complex operational queries.
You will have:
- Experience working within healthcare operations.
- Excellent organisational and prioritisation skills.
- The ability to manage multiple competing priorities effectively.
- Strong communication and stakeholder management skills.
- Excellent attention to detail.
- Experience investigating operational issues and seeing them through to resolution.
- Strong problem-solving skills and a proactive approach.
- Competence using Microsoft Office, particularly Excel.
- The ability to work independently with minimal supervision.
- A strong commitment to patient care and experience.
Desirable Experience
It would be advantageous if you have:
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- Experience using EMIS or similar clinical systems.
- Knowledge of NHS community services.
- An understanding of patient pathways and referral management.
- Experience working alongside commercial or contract management teams.
- Experience supporting service mobilisation or operational improvement projects.
What We're Looking For
The successful candidate will demonstrate:
- Ownership and accountability - taking responsibility for getting things done.
- Initiative - proactively investigating and resolving issues.
- Patient focus - keeping patient experience and quality of care at the heart of your work.
- Collaboration - building effective relationships across Commercial, Operations and Clinical teams.
- Professional judgement - knowing when to resolve an issue independently and when escalation is required.
- Continuous improvement - identifying opportunities to make processes more effective.
Safeguarding & Recruitment Statement
Safeguarding is fundamental to the success in all that we do. The organisation follows a Safer Recruitment process for all roles. Successful candidates will be subject to proportionate background, DBS, and reference checks as required.
We are committed to safeguarding and promoting the welfare of all service users in line with statutory guidance, including the Mental Capacity Act 2005, ensuring that individuals are supported to make their own decisions wherever possible and that appropriate best interest decisions are made when required.
We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.
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