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:

• 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.
• Communicating with referrers and all contacts including patients, members of the public and staff in a friendly, professional and courteous manner at all times.
• 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.

Education/Qualifications:

• Essential: Educated to NVQ3 or equivalent; further qualification in Customer Services from a recognised professional body or be willing to undertake further training.
• Desirable: AMSPAR Certificate in Medical Terminology.

Experience:

• Essential: Competent user of Microsoft Office using Excel, Word and Outlook; experience of providing customer service; experience of data entry and data checking.
• Desirable: Experience of working within a hospital or medical setting.

Skills, Knowledge and Abilities:

• Essential: 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.
• Desirable: 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.

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. 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.