Consultant Relationship Manager

Relationship Management Lead on the engagement and retention of consultants through successful relationship management. Foster trust and collaboration to encourage long-term engagement.Support engagement of new consultants to GOSH and supporting them through induction to private practice at GOSH.Identify opportunities for recruiting new consultants to a service through networking with NHS colleagues and departments.Record and monitor consultant activity in identifying leavers and starters to the service and develop plans to ensure services are covered within specialties.Devise a plan to monitor consultant activity and identify areas of growth for future referrals.Carry out liaison work with consultants who undertake their private practice at GOSH to ensure that the service that they receive is commensurate with the standards that they expect for their personal business.Support initiatives that enhance patient experience and referral growth.Drive sustainable growth in consultant-led services.To track consultant performance data through reviewing activity, income generation, and customer satisfaction. Provide and present monthly performance reports for Operational Management Group and Directorate Board identifying areas of service improvement and plans to address.Develop and maintain information resource system on consultant activity as a tool for all I&PC staff. Develop reporting system to advise of change and version control.To support the marketing function in analysis of consultant satisfaction on an on-going basis, using different approaches including but not limited to face-to-face and surveys.Develop consultant satisfaction surveys for sponsors, reporting trends to operational managers group. Develop service plans to address adverse responses.Work with the senior I&PC team and take the lead on any audits, research and development, providing expert advice, guidance and recommendations as required.To establish and lead consultant improvement groups with operational managers.Support operational teams in policy reviews and process development of localised project plans and to ensure consultant improvement projects are delivered within the necessary timescale.Lead on relevant work stream policy review; propose areas of improvement in policy and implement change where necessary.To identify and lead on consultant service development opportunities within the scope of the role including assessment matrix, cost benefit analysis and operational policy writing. Promote new services and developments, investigate market segments to get insight to inform business and service development opportunities and act as a conduit for marketing content and designing communication channels. With the Head of Client Relationship Management, manage and resolve non-clinical complaints, issues and patient-centric challenges with relevant managers for stakeholders in line with agreed escalation and contribute towards formulating a response.Manage challenges and issues as presented by our consultants, balancing the demands of the patient, consultant and sponsor all within the parameters of the service and the requirement to stay within the rules of the NHS Constitution.Manage highly sensitive, confidential information regarding performance, experience and concern shown by consultants in a highly professional manner and in line with Trust guidelines.To manage effective and timely responses to enquiries from consultants in a courteous and efficient manner ensuring that a high standard of customer care is always provided, seeking assistance and appropriately escalation issues as required.To provide a courteous, responsive and efficient point of contact for all consultants both face to face and over the telephone.To identify opportunities for income generation through on-going discussion with all consultants, identify potential gaps in current process and or new opportunities for development.To ensure that any GOSH issues or concerns that require escalation are raised with consultants contacts and support the timely resolution.Develop consultant satisfaction surveys for sponsors, reporting trends to operational managers group. Develop service plans to address adverse responses.When enhancing the relationship management service engage I&PC and Trust wide staff to ensure the potential impact of plans are considered.Attend consultant meetings as appropriate in support of promoting/discussing private practice at GOSH.Perform to strict deadlines and switch tasks and priorities at short notice.Recognise and understand cultural differences between territories.Deputise for the Head of Client Relationship Management as and when required. Marketing With the Head of Client Relationship Management, formulate and implement a plan for promoting GOSH to key purchasers, highlighting the expertise of consultants and the unique services provided at GOSH. With the Head of Client Relationship Management, develop marketing/PR opportunities, including publicity for latest research and innovation; World-firsts; and Patient case studies. Liaise closely with the Trust communications department, the GOSH Charity and with an external consultancy as appropriate, to deliver these opportunities to deadlines.With the I&PC Marketing team, ensure consultant information and marketing materials are up to date.To play an active part in supporting the development and maintenance of relevant and high-quality publicity and marketing materials that are aligned with the I&PC corporate and strategic messages to increase brand awareness and business.To manage the drafting, editing and maintaining high quality accurate and timely website content and management of consultant information.