As a not-for-profit organisation with a legal mandate from the Competition & Markets Authority (CMA), we produce and publish information on the safety, quality and costs of private healthcare services. We also provide data and insights back to the sector that help drive improvement, and act as a positive voice for system change, influencing how data is collected and used for the benefit of patients. Our ambition is that all patients considering private healthcare have access to comprehensive, trustworthy information on quality and price.

Our main products are two websites, one public-facing and one oriented toward the industry for data quality assurance. We process data on around 1 million hospital admissions each year, received directly from the hospitals and other sources. We maintain thousands of stakeholder relationships and high standards of governance in all respects, including ISO 27001:2013 accreditation.

PHIN has a high-profile and important role but remains a small team where everybody’s personal contribution is visible and matters.

PHIN's Consultant Services Lead

The role of the Consultant Services Lead is vital to ensure PHIN establishes and maintains a trusted relationship with consultants in order to deliver on our objectives. The Consultant Services Lead supports the Consultant Services Manager with external communications, meetings with professional associations and individual consultants, analysis of progress by consultants towards compliance, as well as being first contact for most incoming questions and enquiries.

The Private Healthcare Information Network (PHIN) is committed to protecting and respecting your privacy. For more information, please see PHIN's Privacy Policy.

About the role

• Job title: Consultant Services Lead
• Location: 11 Cavendish Square, London, W1G 0AN
• Reports to: Consultant Services Manager
• Appointment type: Full Time, Permanent
• Responsible for: No line management responsibilities 
• Job description last updated: April 2025

Overall purpose of the role

Reporting to the Consultant Services Manager, the Consultant Services Lead will primarily act as the champion for consultant engagement, education and support (including stakeholders and professional associations) and for monitoring consultants’ progress towards compliance with the CMA Order as agreed with the Consultant Services Manager.

The job holder will facilitate the production and circulation of communications aimed at consultants (including those newly identified through data received from the GMC). The Consultant Services Lead will monitor and direct incoming correspondence, such as emails or phone calls, as well as respond effectively to enquiries and questions.

The Consultant Services Lead will seek support activities to seek feedback from consultants and identify trends that indicate a requirement for engagement and improvement. These processes will be reviewed and may be changed as agreed with the Consultant Services Manager. Where service or product (portal and website) improvements are made, the Consultant Services Lead will liaise with all teams internally to ensure external member communications are prepared and circulated that notify consultants.

The Consultant Services Lead will track engagement (in CRM) activity and monitor compliance of consultants (primarily article 22). In the event of PHIN migrating from an ‘opt-in’ to mandated engagement from consultants, the Consultant Services Lead will be responsible for preparing CMA compliance reports to so that PHIN can update regulators.

Specific responsibilities

Consultant Engagement: 

• Identify and segment consultants, for monthly and ad-hoc mailings.
• Maintain the relevant areas of PHIN’s customer relationship management system, including identifying functional improvements for future development consideration.
• Develop supporting materials for consultants, including Portal content, guides and videos, ensuring that information meets their needs.
• Organise and lead meetings with consultants as agreed by the Consultant Services Manager.
• Manage the consultant team mailbox and respond to queries within a timely manner.
• Contribute towards the production of consultant communications as directed by the Consultant Services Manager.
• Lead and organise training sessions with consultants, medical secretaries or consultant data query handlers as requested by the Consultant Services Manager.
• Track any ‘Data Subject Access Requests’ received through the consultant mailbox and, where appropriate, liaise with PHINs Data Protection Officer to ensure the appropriate process is followed to resolve these.
• Develop and maintain standard operating procedures to support and reflect the processes followed within the consultant engagement team as agreed with the Consultant Services Manager
• Review fee submissions received by consultants and follow up with individual consultants where necessary
• Review and approve consultants profile forms and facilities added to the Portal to appear on the PHIN website in line with agreed protocol.
• Lead on engagement with external phone line company, offering ongoing support and ensure notice is provided in advance of any mailing campaigns.
• Lead on key projects for the consultant services team as agreed by Consultant Services Manager.
• Create and contribute to user stories needed to assist in the creation of technical requirements for Portal/ website that relate to consultants as agreed by the Consultant Services Manager.
• Lead the development of our ‘Learning Academy’ platform and tutorials for consultants and their delegates
• Support Consultant Services Manager with planning communication with consultants.
• Contribute to regular reporting and progress meetings with the CMA.

• Produce monthly reports for providers based on consultant engagement with PHIN
• Monitor engagement with consultants and produce regular reports for the team.
• Monitor progress of consultants in respect of any specific projects as agree with the Consultant Services Manager
• Monitor and track issues/queries raised by consultants and ensure these are referred to the appropriate team member to be resolved in a timely manner
• Support Director of Engagement and Consultant Services Manager in the production of reports on consultant engagement for Board meetings and for the CMA.
• Support Director of Engagement with planning and monthly review meetings of Engagement Team tasks.

General:

• To adhere to the PHIN’s responsible business practices and high standards of confidentiality and information governance.
• To attend and lead internal and external meetings to represent the consultant engagement team.

Core Skills and Experience

To be successful in this role, you will have:

• Good communication skills (both verbal and written)
• Effective management of workload
• Good analytical skills
• Good problem analysis and resolution skills
• Effective presentation skills
• Good project management and planning skills
• Expert use of Microsoft suite, specifically Excel and PowerPoint
• Expert use of mailing systems, e.g., DotDigital

Person Specification

In summary the job holder will have a proven track record of liaising with a range of stakeholders to organise events and support members/ customers. 

A highly organised self-starter, comfortable with collaborating with staff across the various teams. 

Healthcare sector experience would be an advantage.

Applications

A full job description will be provided during the recruitment process

Closing date for applications: 23:59 on Sunday 25 May 2025

If you would like to apply for this role, please send your CV to recruitment@phin.org.uk or simply let us know if you have any questions.

Note for recruitment agencies

To control our costs, PHIN directly recruits candidates wherever possible. We work with selected agency partners for some hard to fill roles and we value these relationships. You are welcome to send the details of your areas of specialisation to us at recruitment@phin.org.uk for future reference.

Due to our ISO 27001 obligations, it is strictly against policy to email candidate details to anyone in PHIN unless explicitly asked to do so by HR. We can only work with agencies that understand and respect these obligations.