Job summary
We are recruiting a Guest Relations Officer for our Chelsea branch in London. Providing a responsive and caring reception and administrative service to our patients and health care teams, you will gain experience of delivering customer service at the highest level. There will be a level of supervision and the opportunity to take on courses to develop within the Royal Marsden. We also offer a package of benefits. You will need to work flexible shifts from 0740 to 2000 Monday to Friday.
Main duties of the job
To be responsible for providing reception, administration and excellent customer service for all patients, relatives and staff attending The Royal Marsden, Chelsea. The post holder will be working closely with the multi-disciplinary team, including nursing and medical staff, allied health professionals and clerical staff both within Chelsea, the Private Care Directorate and throughout the Trust. This patient-facing role will coordinate the administration functions of the patient's pathway and ensure that any necessary paymentsare dealt with efficiently.
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 Description/Person Specification
To ensure appropriate assistance is available to all patients, ensuring their needs are understood andmet. Professionally and proactively deliver patient requests, dealing with sensitive and emotionalsituations by using appropriate language and demonstrating reassurance. Ensure patients concernsand complaints are dealt with immediately, using knowledge and problem-solving skills to resolve.Escalating those which cannot be resolved to the Guest Relations Manager/Nurse in Chargeappropriately.
To work closely with all levels of medical/nursing, clinical support and administration staff to ensure ahigh level of communication is maintained and a seamless patient pathway.
To liaise with the Private Care Accounts team with regards to financial status of each patient attendingclinic, ensuring all patients flagged for payment or registration are appropriately dealt with prior to theirappointment or procedure. Ensure that patients without funding in place are not sent through for aconsultation until the funding is resolved. Ensure that all patient activity is recorded on relevantelectronic systems.
To ensure Embassy-sponsored patients are covered with a Letter of Guarantee for any appointment,blood test, procedure and diagnostic test undertaken and liaise directly with the international team forany urgent/emergency bookings requested by consultants, nursing staff or the patient in a timelymanner to ensure authorisation is requested for payment.
Job description
Job responsibilities
For further information, please refer to the Job Description/Person Specification
To ensure appropriate assistance is available to all patients, ensuring their needs are understood andmet. Professionally and proactively deliver patient requests, dealing with sensitive and emotionalsituations by using appropriate language and demonstrating reassurance. Ensure patients concernsand complaints are dealt with immediately, using knowledge and problem-solving skills to resolve.Escalating those which cannot be resolved to the Guest Relations Manager/Nurse in Chargeappropriately.
To work closely with all levels of medical/nursing, clinical support and administration staff to ensure ahigh level of communication is maintained and a seamless patient pathway.
To liaise with the Private Care Accounts team with regards to financial status of each patient attendingclinic, ensuring all patients flagged for payment or registration are appropriately dealt with prior to theirappointment or procedure. Ensure that patients without funding in place are not sent through for aconsultation until the funding is resolved. Ensure that all patient activity is recorded on relevantelectronic systems.
To ensure Embassy-sponsored patients are covered with a Letter of Guarantee for any appointment,blood test, procedure and diagnostic test undertaken and liaise directly with the international team forany urgent/emergency bookings requested by consultants, nursing staff or the patient in a timelymanner to ensure authorisation is requested for payment.
Person Specification
Attainments
Essential
- Educated to a good standard of education to minimum 2 A Levels or equivalent
- Good working knowledge of PC applications and computer literate
Desirable
- Customer Care course / training
- AMSPAR or equivalent medical terminology qualification
Experience
Essential
- Substantial previous reception or customer services experience in a high-performing environment
- Ability to make decisions, organize and prioritise workload in light of unexpected events or changing priorities using own initiative
- Ability to handle sensitive information without compromising confidentiality or trust
- Ability to work under pressure and independently without direct supervision
Desirable
- Experience of working in a hospital or healthcare environment
- Experience of providing a private care service
- Previous experience within a cancer setting
Job Related Skills
Essential
- Advanced keyboard skills with a high degree of accuracy for data input. Fluent user of Microsoft packages.
- Ability to communicate effectively in both written and spoken English to a wide range of people.
Desirable
- Ability to use Royal Marsden HIS/EPR system
- Knowledge of Medical Terminology (ideally within a cancer setting)
Personal Skills
Essential
- Fluent in English
- Outstanding communication and interpersonal skills, ability to deliver information in a clear and concise manner
- Commitment to self-development
- Commitment to promoting equality and diversity in the workplace and in service delivery
- Highly professional in manner, with a commitment to deliver exceptional customer service and patient experience
- Willingness to work flexibly and to go above and beyond duties as required
- Strong and motivated team player with a proactive approach to problem solving
- Excellent interpersonal skills with 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).
- Self-motivated to provide a good quality of work
- Ability to maintain effectiveness, remain calm under pressure and cope with unexpected demands
Person Specification
Attainments
Essential
- Educated to a good standard of education to minimum 2 A Levels or equivalent
- Good working knowledge of PC applications and computer literate
Desirable
- Customer Care course / training
- AMSPAR or equivalent medical terminology qualification
Experience
Essential
- Substantial previous reception or customer services experience in a high-performing environment
- Ability to make decisions, organize and prioritise workload in light of unexpected events or changing priorities using own initiative
- Ability to handle sensitive information without compromising confidentiality or trust
- Ability to work under pressure and independently without direct supervision
Desirable
- Experience of working in a hospital or healthcare environment
- Experience of providing a private care service
- Previous experience within a cancer setting
Job Related Skills
Essential
- Advanced keyboard skills with a high degree of accuracy for data input. Fluent user of Microsoft packages.
- Ability to communicate effectively in both written and spoken English to a wide range of people.
Desirable
- Ability to use Royal Marsden HIS/EPR system
- Knowledge of Medical Terminology (ideally within a cancer setting)
Personal Skills
Essential
- Fluent in English
- Outstanding communication and interpersonal skills, ability to deliver information in a clear and concise manner
- Commitment to self-development
- Commitment to promoting equality and diversity in the workplace and in service delivery
- Highly professional in manner, with a commitment to deliver exceptional customer service and patient experience
- Willingness to work flexibly and to go above and beyond duties as required
- Strong and motivated team player with a proactive approach to problem solving
- Excellent interpersonal skills with 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).
- Self-motivated to provide a good quality of work
- Ability to maintain effectiveness, remain calm under pressure and cope with unexpected demands
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.
