Outpatient Receptionist & Administrator

We are seeking to recruit a Receptionist within the Outpatients Department in Chelsea. We are looking for an enthusiastic, motivated individual who enjoys working in a vibrant and growing service. You must have a passion for delivering excellent patient focused care. Acting as the first point of contact for all patients, you will be responsible for delivering an efficient, high quality and responsive service within the outpatients department.

The successful applicant will be expected to have the ability to carry out all administration services and functions within the department for NHS patients. You should have experience working with a variety of booking systems and be familiar with working to varied processes. This is an exciting opportunity for someone wishing to have an extremely worthwhile and varied job within a friendly, supportive atmosphere. We would welcome candidates who have experience within patient or customer facing roles and can demonstrate they can deliver to a high standard.

Main duties of the job:

• The receptionist/administrator in the Outpatient & RDAC department will work collaboratively with other administrative staff to deliver an efficient, welcoming reception service, ensuring that patients are checked in and any future bookings for patients are made in a timely way.
• To proactively address enquiries from patients, relatives and clinical staff.
• Promote and encourage a caring and supportive environment for patients both in person and on the telephone, ensuring that they are attended to in a timely manner.
• Provide administrative support for the preparation of clinics, coordination in clinics and scheduling of appointments in epic.

Working for our organisation:

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 ongoing achievements.

Detailed job description and main responsibilities:

• On a rotational basis to ensure expected cover is in place for Reception and phones for the day.
• To ensure that regular communication is made regarding waiting times for patients.
• To 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.

Person specification:

• 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.

• 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.
• Knowledge of computerised patient administration system (epic).

• 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.

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.

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.