Job summary
- Main area
- Inpatients
- Grade
- NHS AfC: Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 282-P1246095
- Employer
- The Royal Marsden NHS Foundation Trust
- Employer type
- NHS
- Site
- The Royal Marsden Hospital
- Town
- Chelsea
- Salary
- £27,948 - £29,468 Per Annum Inc HCAS
- Salary period
- Yearly
- Closing
- 05/08/2024 23:59
Employer heading
Guest Relations Officer
NHS AfC: Band 3
Job overview
We are recruiting Guest Relations Officers Chelsea branch in London. Providing a responsive and caring reception and administration service to our patients and health care teams you will have experience of delivering customer service at the highest level. There will be a level of supervision and the opportunity to take on courses to develop within the Royal Marsden. We also offer a package of benefits. You will need to work flexible shifts from 0745 to 2000 Monday to Friday.
Main duties of the job
To be responsible for providing reception, administration and customer service for all patients and relatives
attending the Private Care Outpatient Department. The post holder will be working closely with the multi-disciplinary team, including nursing staff, medical staff, allied health professionals and other clerical staff
both within the Private Care units and throughout the rest of the Trust.
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 on-going achievements.
Detailed job description and main responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification:
- To manage a high volume of patients with complex needs on a daily basis, both face-to-face and over the
telephone. - To meet and greet all patients and visitors to the Outpatients department in a professional, courteous
and friendly manner. - To deal proactively and effectively with a wide range of enquiries from clinicians, nurses, and administrative colleagues, escalating to other staff when appropriate.
- To ensure that all patient details are checked on the patient’s arrival and updated on the system i.e. ethnic, GP or sponsor, demographic, address and copying of letters.
- To follow the opening and closing guidelines for each department and ensure enhanced patient experience by following greetings templates used for answering the telephones and welcoming patients.
- To deal calmly and sensitively with vulnerable patients and a range of difficult situations.
Person specification
Attainments
Essential criteria
- Educated to a good standard of education to GCE/GCSE Level
Desirable criteria
- Customer Care course.
Experience
Essential criteria
- Ability to make decisions, organize and prioritise.
- Good interpersonal skills with particular ability to liaise and communicate effectively with multidisciplinary team members
- Ability to handle sensitive information without compromising confidentiality or trust
- Ability to work under pressure.
- Experience of working in a hospital or healthcare environment
- Previous administration/ward clerk/ reception experience.
Desirable criteria
- Experience of providing a private care service
- Previous experience within a cancer setting
Job Related Skills
Essential criteria
- Good IT skills
- Excellent communication skills
- Ability to communicate effectively in both written and spoken English to a wide range of people
Desirable criteria
- Ability to use Royal Marsden Epic system
Personal Skills
Essential criteria
- Commitment to self-development
- Commitment to promoting equality and diversity in the workplace and in service delivery and development
- Highly professional in manner, with a commitment to deliver exceptional customer service and patient experience
- Willingness to work flexibly and to go above and beyond duties as required
- Ability to deliver information in a clear and concise manner
- Strong and motivated team player
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Alexandru Moraru
- Job title
- Guest Relations Manager
- Email address
- [email protected]
If you have problems applying, contact
- Address
-
Recruitment Support Team
- Telephone
- 01629 690825
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