Outpatient & RDAC Receptionist / Administrator in London

Outpatients are seeking an enthusiastic Receptionist/Administration Officer to support the efficient day-to-day administration of departments at our Sutton site. This role is essential to the smooth running of both the main Outpatients and RDAC clinics.

Main duties of the job:

• You will be working in a busy environment, providing a high-quality reception service to patients and their relatives.
• The role also includes preparing medical records for consultant-led clinics.
• As part of a multidisciplinary team, you will need excellent interpersonal, communication, and organisational skills.
• Strong keyboard/IT skills are essential, and previous hospital experience would be desirable.
• This is a full-time position (37.5 hours per week), working Monday to Friday.

Detailed job description and main responsibilities:

• Provide a patient focused reception service, welcoming service users, ensuring an efficient, polite and friendly reception service is provided at all times.
• Provide and receive information requiring tact, interpersonal and persuasive skills.
• Conduct exchanges of information with patients, relatives and staff in a considered and sensitive manner.
• Deal with anxious patients and relatives as well as cultural or language difficulties.
• Check in all patients for clinics, check demographic and personal details are correct and update information from the National Spine to ensure National data is up to date and reflected appropriately.
• At the end of both the morning and afternoon clinics ensure that all outstanding patients on clinic lists have been checked in, have outcomes and checked out or cancelled/changed or DNA’d.
• Assist patients who present in person at the reception desk with outpatient queries, making any necessary arrangements requested including changing patient registration details.
• Be responsible for monitoring any delays in patient waiting times by keeping patients informed using electronic notice board, on arrival and via a tannoy system, also to ensure relevant and up to date information is displayed in reception areas and ensure the area is kept tidy.
• Direct/escort patients to the appropriate clinical areas when required.
• Support the management of self-check in kiosks and escalate technical issues as required.

Person specification:

• Good standard of general education to GCSE level. Grade A&C Maths and English (prior to 2019) or Grade 4-9 in Maths and English post 2019 equivalent experience.
• Apprenticeship /NVQ level 4 in customer care or administration or equivalent experience.
• Experience of working as part of a team in a customer focused setting.
• Experience of working as part of a diverse team and contributing to an inclusive workplace culture.
• Previous experience of working in a Healthcare or outpatient setting.

Job Related Skills:

• Polite and informative telephone etiquette.
• Understanding of how to provide excellent customer service.
• Experience in an administrative role.
• Analyses information to resolve problems.
• Patient focused approach.
• Good interpersonal and verbal communication skills.
• Ability to give and receive complex and sensitive information.
• Good organizational skills.
• Self-motivated.
• Ability to work independently.
• Ability to work in a busy environment and under pressure.
• Ability to effectively manage time.
• Diligent, reliable and adaptable.
• Use of empathy and emotional intelligence when dealing with difficult situations.
• Excellent judgement and problem solving skills.
• Planning, organisational and coordination skills.
• Knowledge of administration procedures and practice.
• Flexibility to meet service needs.
• Knowledge of computerised patient administration system (Epic).

The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.

As a Disability Confident Employer, we are working to create a workplace that enables all staff to reach their full potential. We are committed to this because we know that greater diversity and inclusion will lead to an even greater positive impact for the people we serve.

Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. We advise you to submit your application as early as possible to prevent disappointment.

Please ensure your information is accurate to avoid errors with processing your application. All applicants will be contacted by email to the address supplied on your application. Applicants are advised to check their email accounts regularly and to ensure that email filters are set to allow our emails.

Flu Vaccination – What We Expect of our Staff:

At The Royal Marsden we have an immune compromised patient population who we must protect as much as we can against the flu virus. Each year, seasonal flu affects thousands of people in the UK. Occurring mainly in winter, it is an infectious respiratory disease capable of producing symptoms ranging from those similar to a common cold, through to very severe or even fatal disease. The wellbeing of our staff and patients is of the utmost importance to us, and it is the expectation of The Royal Marsden that all patient-facing staff have an annual flu vaccination, provided free of charge by the Trust.