About this role
Job summary
Bring Passion, Drive and People Skills to a Role with Purpose and Possibility - Consultant Engagement starts Here
Are you a natural connector with the drive to make things happen? This is your chance to join one of the world's most iconic children's hospitals and shape the future of private care at GOSH. We're looking for a standout Consultant Relationship Manager -- someone who thrives on building partnerships, solving challenges, and creating an experience that empowers our world-leading consultants to deliver extraordinary care. If you want a role with purpose, influence, and real impact, you've just found it.
Main duties of the job
As our Consultant Relationship Manager, you'll lead engagement with GOSH consultants to strengthen long-term relationships, support new starters, and ensure they experience a seamless, high-quality private practice service. You'll be the key link between consultants, operational teams and the I&PC directorate -- resolving issues, driving service improvements, and spotting opportunities for growth.
You will monitor consultant activity and performance, produce insightful reports, and lead initiatives that enhance patient experience and expand referral pipelines. You'll manage sensitive information professionally, oversee consultant feedback and satisfaction surveys, and spearhead improvement groups and development projects across specialties.
Working closely with marketing colleagues, you'll help promote GOSH's expertise, keep consultant information and materials up to date, and support the creation of high-quality content that strengthens our brand and drives business development.
This is a dynamic role requiring exceptional relationship skills, commercial awareness, and the ability to balance consultant, patient and Trust needs -- all while shaping the future of private care at GOSH.
About us
We are keen to make our workforce as diverse as the communities we serve, and we hope to attract applications from underrepresented groups, including people with Black, Asian and Minority Ethnic heritage, people with a disability, and people from LGBTQ+ communities. By growing an ever more diverse workforce, we'll have a greater range of perspectives and knowledge, meaning that we can provide the children and young people at our hospital with even better care.
Our hospital is committed to creating an environment that is open and inclusive. Our staff are encouraged to engage with colleagues through the following networks: REACH (Race, Ethnicity and Cultural Heritage) ENABLED (Enhancing Abilities & Leveraging Disabilities Network), PRIDE and Women's networks; all of which are sponsored by a member of our Executive Management Team.
We want to ensure that all of our people, regardless of their background, are seen and heard. We want to attract applicants that share our commitment to inclusion and that understand diversity is a strength that is embraced and valued.
Job description Job responsibilities
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.
Person Specification
GOSH Values Essential
Our Always values ? Always welcoming ? Always helpful ? Always expert ? Always one team Knowledge and Understanding of diverse backgrounds and perspectives. Understanding of Diversity and Inclusion challenges in the workplace. Demonstrable contribution to advancing Equality, Diversity and Inclusion in the Workplace
Academic/Professional qualification/Training Essential
Degree level or equivalent professional qualification / experience.
Desirable
Masters in relevant subject Evidence of on-going personal development Project Management Qualification
Experience/Knowledge Essential
Developing and maintaining stakeholder relationships in a healthcare setting. Managing culturally diverse client relationships Effectively liaising within a multidisciplinary team based environment Of sound judgement and astuteness in understanding and working with complex policy, and diverse interest groups, and common sense in knowing when to brief "up the line" Committed to improving patient and client services for the highest levels of customer satisfaction. Having expert knowledge of the cultural issues and interfaces that must be understood and managed in order to deliver a private patients service to international patients
Desirable
Working with Embassy-sponsored patients within a private healthcare setting. Developing improvement plans and implementing change in service improvements in a healthcare setting Of complete understanding of diverse cultural needs and with the ability to teach others Of good understanding of the changing NHS environment in addition to a commercial awareness of the private and international healthcare markets. Experience in working with Private Medical Insurance companies to develop service opportunities for private practitioners and hospitals.
Skills/Abilities Essential
Constructively collaborating with internal and external partners to create the conditions for successful partnership working Delivering to deadlines and within resources Organised, self-motivated, driven for performance and improvement, and flexible in approach and attitude Enthusiastic, tenacious and driven with determination to succeed Excellent inter-personal and communications skills, coupled with diplomacy and tact The ability to think and plan strategically, tactically and creatively, and to prioritise work programs in the face of competing demands Committed to openness, honesty and integrity in undertaking the role Ability to analyse complex problems and to develop practical and workable solutions to address them A high level of numerical and data analytical skills Excellent IT user skills, demonstrating proficiency in use of MS packages Managing complex projects to timescales across multi-professional groups Ability to work under pressure in a fast-moving environment; ability to switch tasks at short notice Ability to deliver unwelcome news to stakeholders in a calm, mature manner with options to resolve any issues
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Great Ormond Street Hospital for Children NHS Foundation Trust
Address International & Private Care
Great Ormond Street Hospital
London
WC1N 3JH
United Kingdom
Employer's website https://www.gosh.nhs.uk/ (Opens in a new tab)