Job summary
The Private Care Contact Centre Team provide a single point of enquiry and access to prospective private patients seeking advice and information regarding private treatment at the Royal Marsden NHS Foundation Trust.
The team deals with many patients' first point of contact with the Trust and it is important that this contact sets the high standards of customer service that the patient would expect from private care. The post holder will be liaising closely with clinicians, support staff and key administrators to ensure that the referral pathway for private patients is effectively supervised and to be responsible for all the key administrative processes and standards relevant to Private Care to ensure the efficient management of a patient's referral pathway.
The post holder will be responsible for supervising, managing and motivating team members daily. The ideal candidate will have excellent communication skills, be confident and assertive in their approach and should be able to act proactively to ensure smooth team operations and effective collaboration. The team are based in Wallington, Surrey and work shift patterns (8am-4pm; 10am-6pm Monday to Friday).
Main duties of the job
The postholder will be required to work closely with clinicians, support staff and key administrators to ensure that the referral pathway for private patients is effectively supervised and to be responsible for all the key administrative processes and standards relevant to Private Care to ensure the efficient management of a patient's referral pathway. Patient access to healthcare professionals and subsequent treatment planning in the specialist hospital setting relies on well-coordinated organisational and administrative support.
The postholder is expected to maintain their own workload and will be responsible for the line management of the administrators working within Private Care Contact Centre.
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 and Person Specification.
- To be responsible for the day to day management of the Private Care Contact Centre team to ensure that the extended operational hours are covered five days per week.
- To be responsible for the provision of a high quality and effective day to day management of new private patient referrals and second opinion enquiries. This includes, but is not limited to enquiries made by telephone, email and post.
- To ensure all patient communication with prospective referrals is uploaded on the EPR system in an appropriate and efficient manner maintaining accurate patient records, including scanning of appropriate patient case notes and preparation of relevant clinic notes prior to outpatient consultations.
- Deliver a high-quality service to patients and other service users, proactively resolving any queries and issues.
- To supervise the work of Contact Centre Administrators, ensuring that the team meets its Key Performance Indicators and provides the necessary support to clinical teams.
Job description
Job responsibilities
For further information please refer to the Job Description and Person Specification.
- To be responsible for the day to day management of the Private Care Contact Centre team to ensure that the extended operational hours are covered five days per week.
- To be responsible for the provision of a high quality and effective day to day management of new private patient referrals and second opinion enquiries. This includes, but is not limited to enquiries made by telephone, email and post.
- To ensure all patient communication with prospective referrals is uploaded on the EPR system in an appropriate and efficient manner maintaining accurate patient records, including scanning of appropriate patient case notes and preparation of relevant clinic notes prior to outpatient consultations.
- Deliver a high-quality service to patients and other service users, proactively resolving any queries and issues.
- To supervise the work of Contact Centre Administrators, ensuring that the team meets its Key Performance Indicators and provides the necessary support to clinical teams.
Person Specification
Attainments
Essential
- Educated to Degree level or equivalent
Desirable
- Association of Medical Secretaries and Practice Managers Receptionists (AMSPAR) qualification or equivalent
Job Related Skills
Essential
Desirable
- Ability to use Royal Marsden HIS/EPR system
Personal Skills
Essential
- Commitment to self-development
Attainments
Essential
- Customer Care training or experience
Experience
Essential
- Previous experience working as a highly effective Team Leader
- Excellent interpersonal skills with particular ability to liaise and communicate effectively with multi-disciplinary team members
- Experience of effectively managing challenging/conflict situations
- Ability to handle sensitive information without compromising confidentiality or trust
- Evidence of good leadership qualities including ability to motivate others
- Previous experience of effectively leading and managing staff including performance and absence management
- Experience of training and developing junior staff
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
- Excellent communication skills with a wide range of staff with differing levels of responsibility and professional backgrounds
- Ability to make decisions, organise and prioritise a varied workload including that of others, to use own initiative and work unsupervised
- Ability to work pro-actively and co-operatively with senior management, clinical and admin staff
Personal Skills
Essential
- Commitment to deliver exceptional customer service and patient experience
- Confident and capable problem solver, able to manage and influence a number of different stakeholders and situations
- Commitment to promoting equality and diversity in the workplace, in service delivery and development
- 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
- Ability to deliver information in a clear and concise manner and to engage others to achieve desired results
- Ability to work effectively within a team and to manage and motivate others
Person Specification
Attainments
Essential
- Educated to Degree level or equivalent
Desirable
- Association of Medical Secretaries and Practice Managers Receptionists (AMSPAR) qualification or equivalent
Job Related Skills
Essential
Desirable
- Ability to use Royal Marsden HIS/EPR system
Personal Skills
Essential
- Commitment to self-development
Attainments
Essential
- Customer Care training or experience
Experience
Essential
- Previous experience working as a highly effective Team Leader
- Excellent interpersonal skills with particular ability to liaise and communicate effectively with multi-disciplinary team members
- Experience of effectively managing challenging/conflict situations
- Ability to handle sensitive information without compromising confidentiality or trust
- Evidence of good leadership qualities including ability to motivate others
- Previous experience of effectively leading and managing staff including performance and absence management
- Experience of training and developing junior staff
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
- Excellent communication skills with a wide range of staff with differing levels of responsibility and professional backgrounds
- Ability to make decisions, organise and prioritise a varied workload including that of others, to use own initiative and work unsupervised
- Ability to work pro-actively and co-operatively with senior management, clinical and admin staff
Personal Skills
Essential
- Commitment to deliver exceptional customer service and patient experience
- Confident and capable problem solver, able to manage and influence a number of different stakeholders and situations
- Commitment to promoting equality and diversity in the workplace, in service delivery and development
- 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
- Ability to deliver information in a clear and concise manner and to engage others to achieve desired results
- Ability to work effectively within a team and to manage and motivate others
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.
