Private Patient Administration Officer in Wallington

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, 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

The Private Care Contact Centre Team provides a single point of access and enquiry for prospective patients seeking advice and information about private treatment at the Royal Marsden NHS Foundation Trust. As the first point of contact with the Trust, it is crucial that we set the highest level of customer service. The post holder will be responsible for answering patients’ queries and providing clear information, support and advice to new and prospective patients, booking appointments, promoting the Trust’s mission, services, cancer treatments and care, and providing guidance on the specialisations of Consultants. The post holder will liaise with all required units within the Trust regarding patients’ medical needs, procedures and appointments, and where required with external professionals. The postholder will also keep and manage records of patients’ queries, update information packs and highlight 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, requiring the post holder to be flexible and work on a rotational basis.

Detailed job description and main responsibilities

• Be the first point of interaction for any Private Patients within The Royal Marsden NHS Foundation Trust, ensuring a positive and welcoming experience.
• Answer telephone calls as per quality service standards, demonstrating an excellent phone manner, contact handling skills and active listening.
• Communicate 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

Education/Qualifications

• Educated to NVQ3 or equivalent
• Further qualification in Customer Services from a recognised professional body or willing to undertake further training
• AMSPAR Certificate in Medical Terminology

Experience

• 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

Skills, Knowledge and Abilities

• 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.

Flu Vaccination – What We Expect of our Staff

Each year, seasonal flu affects thousands of people in the UK. 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.