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Private Care Administration Officer

2 months ago

Wallington, United Kingdom The Royal Marsden Full time

Job overview

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 process referrals for all private patients and take 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

The post holder will be required to work as part of a team, responsible for 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.

The post holder will be responsible for liaising with all required units within the Trust, regarding patients’ medical needs, procedures and appointments, and where required with external professionals. The post holder will also be responsible for keeping and managing records of patient’s 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.

Detailed job description and main responsibilities

To be 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. To communicate with referrers and all contacts including patients, members of the public and staff in a friendly, professional and courteous manner at all times. To have the ability to professionally deliver customer requests, dealing with sensitive and emotional situations by using appropriate language and demonstrating reassurance. To communicate clearly and concisely with consultants, patients, and colleagues within the Trust. 

Person specification

Qualifications/Training

Essential criteria

Educated to NVQ 3 or equivalent Further qualification in Customer Services from a recognised professional body or be willing to undertake further training

Desirable criteria

AMSPAR Certificate in Medical Terminology

Experience

Essential criteria

Competent user of Microsoft Office – using excel, word and Outlook Experience of providing customer service Experience of data entry and data checking

Desirable criteria

Experience of working within a hospital or medical setting

Personal Attributes

Essential criteria

Flexible and able to work as part of a team to ensure that the team deadlines are met Highly organised, with strong time management skills

Skills, Knowledge and Abilities

Essential criteria

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 criteria

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.

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.

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 upmost 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.

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