Job summary
We are recruiting Guest Relations Officers for our exciting private healthcare facility in central London. Providing a responsive and caring reception and administration service to our patients and health care teams you will be fluent in written and spoken Arabic and English and have experience of delivering customer service at the highest level. 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 excellent customer service for all patients, relatives and staff attending The Royal Marsden, Chelsea. The post holder will be working closely with the multi-disciplinary team, including nursing and medical staff, allied health professionals and clerical staff both within Cavendish Square, the Private Care Directorate and throughout the Trust. This patient-facing role will coordinate the administration functions of the patient's pathway and ensure that any necessary payments are dealt with efficiently. Dealing with a large number of international patients the postholder being a fluent Arabic speaker would be beneficial. There will be a level of supervisory duties to support the Guest relations Manager across the shifts.
About us
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.
Job description
Job responsibilities
Please see the job description for further details.
The post holder will be responsible for providing a welcoming environment and delivering the highest level of customer service to patients, consultants and the clinical teams. The receptionist will focus on excellent customer care whilst ensuring hospitality and housekeeping issues are attended to and delivering administrative services of highest standards.
The post holder will be expected to adopt a professional and caring attitude, working alongside colleagues with a polite and courteous manner in all aspects of communication. The post holder will work effectively within a team and with colleagues across the Trust to ensure that all chargeable private patient activity is recorded accurately, on time and in line with the targets set by the Private Care Directorate. adhering to confidentiality and information governance policies and procedures.
Job description
Job responsibilities
Please see the job description for further details.
The post holder will be responsible for providing a welcoming environment and delivering the highest level of customer service to patients, consultants and the clinical teams. The receptionist will focus on excellent customer care whilst ensuring hospitality and housekeeping issues are attended to and delivering administrative services of highest standards.
The post holder will be expected to adopt a professional and caring attitude, working alongside colleagues with a polite and courteous manner in all aspects of communication. The post holder will work effectively within a team and with colleagues across the Trust to ensure that all chargeable private patient activity is recorded accurately, on time and in line with the targets set by the Private Care Directorate. adhering to confidentiality and information governance policies and procedures.
Person Specification
Attainments
Essential
- Educated to a good standard of education to minimum 2 A Levels or equivalent
- Good working knowledge of PC applications and computer literate
Desirable
- Customer Care course / training
- AMSPAR or equivalent medical terminology qualification
Experience
Essential
- Substantial previous reception or customer services experience in a high-performing environment
- Ability to make decisions, organize and prioritise workload in light of unexpected events or changing priorities using own initiative.
- Ability to handle sensitive information without compromising confidentiality or trust
- Ability to work under pressure and independently without direct supervision
Desirable
- Experience of working in a hospital or healthcare environment
- Experience of providing a private care service
- Previous experience within a cancer setting
Job Related Skills
Essential
- Advanced keyboard skills with a high degree of accuracy for data input. Fluent user of Microsoft packages.
- Ability to communicate effectively in both written and spoken English to a wide range of people.
Desirable
- Ability to use Royal Marsden Epic system
- Knowledge of Medical Terminology (ideally within a cancer setting)
Personal Skills
Essential
- Fluent in English and Arabic
- Outstanding communication and interpersonal skills, ability to deliver information in a clear and concise manner
- Commitment to self-development
- Commitment to promoting equality and diversity in the workplace and in service delivery
- 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
- Strong and motivated team player with a proactive approach to problem solving
- Excellent interpersonal skills with ability to work closely and effectively with staff at all levels within the organisation. Able to deal confidently and professionally with queries from other departments and consultants supplying services and patient sponsors (insurance companies, embassies).
- Self-motivated to provide a good quality of work
- Ability to maintain effectiveness, remain calm under pressure and cope with unexpected demands
Person Specification
Attainments
Essential
- Educated to a good standard of education to minimum 2 A Levels or equivalent
- Good working knowledge of PC applications and computer literate
Desirable
- Customer Care course / training
- AMSPAR or equivalent medical terminology qualification
Experience
Essential
- Substantial previous reception or customer services experience in a high-performing environment
- Ability to make decisions, organize and prioritise workload in light of unexpected events or changing priorities using own initiative.
- Ability to handle sensitive information without compromising confidentiality or trust
- Ability to work under pressure and independently without direct supervision
Desirable
- Experience of working in a hospital or healthcare environment
- Experience of providing a private care service
- Previous experience within a cancer setting
Job Related Skills
Essential
- Advanced keyboard skills with a high degree of accuracy for data input. Fluent user of Microsoft packages.
- Ability to communicate effectively in both written and spoken English to a wide range of people.
Desirable
- Ability to use Royal Marsden Epic system
- Knowledge of Medical Terminology (ideally within a cancer setting)
Personal Skills
Essential
- Fluent in English and Arabic
- Outstanding communication and interpersonal skills, ability to deliver information in a clear and concise manner
- Commitment to self-development
- Commitment to promoting equality and diversity in the workplace and in service delivery
- 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
- Strong and motivated team player with a proactive approach to problem solving
- Excellent interpersonal skills with ability to work closely and effectively with staff at all levels within the organisation. Able to deal confidently and professionally with queries from other departments and consultants supplying services and patient sponsors (insurance companies, embassies).
- Self-motivated to provide a good quality of work
- Ability to maintain effectiveness, remain calm under pressure and cope with unexpected demands
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
