Job summary
This is an exciting opportunity to join our growing and successful Private Care Division within Europe's largest cancer centre and to provide the highest standards of support to our patients.
This position provides a vital role in ensuring the financial pathway for private patients is effectively managed, from patient registration to guaranteeing funding for a range of medical and surgical treatment and inpatient admissions. Also assisting with the day to day management of requests for transfers between Private and NHS care for both new and existing patients and provide a primary point of contact for day-to-day management of requests for Additional Private Care (known as 'co-payment) to ensure accurate and timely cost information is provided and funding secured.
It is a customer-facing role based at Sutton operating across core hours between 0800-1800 Monday-Friday
The successful candidate will be a versatile, lateral thinker with an eye for detail and excellent customer service skills. They will put the patient first and be a confident communicator, comfortable in dealing with people at all levels in a polite, empathetic and professional manner. They will be customer-focussed, energetic, resilient, able to demonstrate initiative as well as prioritise a busy workload, and have a good understanding of the Private Care offer within the Royal Marsden NHS Foundation Trust structure
Interviews are scheduled to be held at RMH Sutton
Main duties of the job
- Put patients first - consider patients' needs and wishes in all that they do.;
- Take pride in what they do - strive for highest standards in their own work and challenge colleagues to do the same.;
- Strive to be the best - in terms of patient care and teamwork.;
- Act with integrity - maintain the privacy and dignity of patients, work with integrity, be trustworthy and be accountable for own work.
- Respect others - patients, visitors and colleagues. Actively give and receive feedback.
About us
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals - one in Chelsea, London, and one in Sutton, Surrey - as well as a Medical Daycare Unit in Kingston Hospital.
At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.
At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
Job description
Job responsibilities
For further information, please refer to the Job Decription/Person Specification
To demonstrate a professional, courteous, caring attitude offering consultants, patients and their families a high standard of customer service at all times.
Welcome patients and their families in a friendly and calm manner; accurately registering their details.
Have the ability to professionally deliver customer requests, dealings with sensitive and emotional situations by using appropriate language and demonstrating reassurance.
Communicate clearly and concisely with consultants, patients, and colleagues within the Trust.
Ensure that all patient details are recorded accurately and ensure that the financial status of all patients is secured prior to treatment.
Ensure that all cash and credit card payments are taken in line with the cash handling policy that is followed at all times.
To ensure patients concerns and complaints are dealt with immediately and escalated appropriately.
To maintain composure and resilience under pressure.
To ensure the working environment and all patient areas are tidy and presentable to the highest standards.
To ensure facilities within the Private Care environment are fully functional, and discrepancies are reported and rectified.
To cross-cover colleagues when required to ensure all areas of administration are fully functional and provide a high level of service.
To undertake any other duties commensurate with the grade as required.
Job description
Job responsibilities
For further information, please refer to the Job Decription/Person Specification
To demonstrate a professional, courteous, caring attitude offering consultants, patients and their families a high standard of customer service at all times.
Welcome patients and their families in a friendly and calm manner; accurately registering their details.
Have the ability to professionally deliver customer requests, dealings with sensitive and emotional situations by using appropriate language and demonstrating reassurance.
Communicate clearly and concisely with consultants, patients, and colleagues within the Trust.
Ensure that all patient details are recorded accurately and ensure that the financial status of all patients is secured prior to treatment.
Ensure that all cash and credit card payments are taken in line with the cash handling policy that is followed at all times.
To ensure patients concerns and complaints are dealt with immediately and escalated appropriately.
To maintain composure and resilience under pressure.
To ensure the working environment and all patient areas are tidy and presentable to the highest standards.
To ensure facilities within the Private Care environment are fully functional, and discrepancies are reported and rectified.
To cross-cover colleagues when required to ensure all areas of administration are fully functional and provide a high level of service.
To undertake any other duties commensurate with the grade as required.
Person Specification
Qualifications/Training
Essential
- Evidence of continuing professional and personal development.
Experience
Essential
- Front-facing customer services experience
- Experience of MS Excel and MS Word, including creating and using spreadsheets
- Experience of effective team working
Desirable
- Previous admissions, accounts or similar role in a hospital environment
- Effective budgetary management
Skills, Knowledge and Abilities
Essential
- Able to work with minimum supervision
- Highly organised approach and ability to priorities own work to meet tight deadlines and targets
- Flexible and able to work as part of a team to ensure that the team deadlines are met.
- Excellent interpersonal skills with the ability to work closely and effectively with staff at all levels within the organisation.
- Able to deal confidently and professionally with queries from other departments and consultants supplying services, and patient sponsors (insurance companies, embassies)
Desirable
- Knowledge of current health care issues
Others
Essential
- Self motivated with a proactive approach to problem solving
- Ability to work under pressure and carry out duties with attention to detail
- Demonstrate ability to strive for excellence
Person Specification
Qualifications/Training
Essential
- Evidence of continuing professional and personal development.
Experience
Essential
- Front-facing customer services experience
- Experience of MS Excel and MS Word, including creating and using spreadsheets
- Experience of effective team working
Desirable
- Previous admissions, accounts or similar role in a hospital environment
- Effective budgetary management
Skills, Knowledge and Abilities
Essential
- Able to work with minimum supervision
- Highly organised approach and ability to priorities own work to meet tight deadlines and targets
- Flexible and able to work as part of a team to ensure that the team deadlines are met.
- Excellent interpersonal skills with the ability to work closely and effectively with staff at all levels within the organisation.
- Able to deal confidently and professionally with queries from other departments and consultants supplying services, and patient sponsors (insurance companies, embassies)
Desirable
- Knowledge of current health care issues
Others
Essential
- Self motivated with a proactive approach to problem solving
- Ability to work under pressure and carry out duties with attention to detail
- Demonstrate ability to strive for excellence
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.
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).
Additional information
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.
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).
