Private Patient Administration Officer

The Private Patients Administration Team provides 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. In addition, the team processes referrals for all private patients and takes payments for initial consultations. The post holder will be liaising closely with other private care teams, Consultants, Medical Secretaries and the International Patients Team.

The ideal candidate will have previously worked in a customer care environment as well as in administrative roles; they will have excellent communication skills, be confident and assertive in their approach and will demonstrate an ability to solve problems. The team are based in Wallington, Surrey and work shift patterns (8am-4pm; 9am-5pm; 10am-6pm Monday to Friday).

Main duties of the job include:

• Providing a single point of access and enquiry for prospective patients seeking advice and information about private treatment at the Royal Marsden NHS Foundation Trust.
• Setting the highest level of customer service that patients would expect to receive from private care.
• Answering patients’ queries and providing clear information, support and advice to new and prospective patients, with responsibility for the booking process.
• Promoting the Trust’s mission, services, cancer treatments and care, and providing guidance as to the particular specializations of Consultants within the Trust.
• Liaising with all required units within the Trust regarding patients’ medical needs, procedures and appointments, and where required with external professionals.
• Keeping and managing records of patients’ queries, updating information packs provided to patients and highlighting any concerns to the Assistant Service Manager Patient Contact and Accounts.

The Private Care Contact Centre team provides a service from 8am-6pm Monday to Friday, which will require the post holder to be flexible and work on a rotational basis.

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 include:

• Being the first point of interaction for any Private Patients within The Royal Marsden NHS Foundation Trust, ensuring that the prospective patient journey begins with a positive and welcoming experience, and instils confidence in our services.
• Answering telephone calls as per quality service standards, demonstrating an excellent phone manner, contact handling skills and active listening.
• Communicating with referrers and all contacts including patients, members of the public and staff in a friendly, professional and courteous manner at all times.

Person specification includes:

• Educated to NVQ3 or equivalent.
• Further qualification in Customer Services from a recognised professional body or be willing to undertake further training.
• AMSPAR Certificate in Medical Terminology.
• Competent user of Microsoft Office using Excel, Word and Outlook.
• Experience of providing customer service.
• Experience of data entry and data checking.
• Experience of providing telephone and remote customer service.
• Experience of working within a hospital or medical setting.
• Excellent communication and interpersonal skills.
• Able to deal confidently and professionally with queries.
• Ability to prioritise own work to meet tight deadlines and targets.
• Able to work independently of supervision.
• Knowledge of patient management systems.
• Knowledge of new oncology treatments and developments.

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.

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.