Job summary
The Private Care Directorate is seeking an enthusiastic international coordinator to support the International Centre Team.This post will be offered as a full-time position, the post holder would be responsible for working as part of the international patients Team.The post holder will work closely with International Centre Team and be the first point of contact for all prospective international patients and their sponsors.We are currently looking for a dynamic, preferably bilingual, and dedicated private referral Coordinator to join our international team.We aim to provide an exceptional service to international patients and service users by facilitating the patient pathway from an enquiry to a hospital stay in a seamless manner, including working closely with other departments/consultants & their support services to make this process as smooth as possible for the patient.
Royal Marsden has an international reputation for providing the highest quality of care to patients, and responsibilities are to handle new international referrals and to make sure that all tasks are managed in a timely manner.
The advert might be closed earlier if sufficient applications are received.
Main duties of the job
- The role of the private patient Coordinator is to provide an excellent standard of customer service to all patients and sponsors.The successful candidate will be handling private referrals and obtaining second opinions.
- To ensure patients receive efficient administration by informing patients of their appointments and responsive to individual patient and referrers' requests. Through demonstrating excellent communication skills patients will be supported and informed of the next steps within the treatment pathway.
- The post holder will be working closely with the international Team, including consultants clinical and clerical staff. The candidate will be expected to work flexibly to suit the needs and demands of the international service provided to patients, families, and key stakeholders.
- The post holder will support the international patient activity across all sites and will be expected to cross cover within the Trust for absent colleagues as and when required and to perform additional duties in unforeseen circumstances.
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
For further information on this role, please see the attached detailed Job Description and Person Specification.
- The post holder will be responsible for providing a welcoming. environment and delivering the highest level of customer service to patients, consultants and clinical teams.
- To act as the main point of contact for international patients and their sponsors.
- To ensure proactive co-ordination of all Private and sponsored Patients referrals.
- To assist and guide patients with all their queries.
- To assist patients to book appointments with the relevant speciality.
- Ensure that referrers are made aware of the referral process and the financial aspects involved.
- To maximise utilisations of private patient appointments to meet divisional and trust PP targets and KPIs.
- Help patients maintain confidence and self-esteem by supporting dignity and respect through personalised care planning.
- Responsible for arranging second opinions either in person or virtual
- Responsible for registering new patients.
- Responsible for uploading medical documents unto the hospital system
- Responsible for taking payments
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
- The post holder will be responsible for providing a welcoming. environment and delivering the highest level of customer service to patients, consultants and clinical teams.
- To act as the main point of contact for international patients and their sponsors.
- To ensure proactive co-ordination of all Private and sponsored Patients referrals.
- To assist and guide patients with all their queries.
- To assist patients to book appointments with the relevant speciality.
- Ensure that referrers are made aware of the referral process and the financial aspects involved.
- To maximise utilisations of private patient appointments to meet divisional and trust PP targets and KPIs.
- Help patients maintain confidence and self-esteem by supporting dignity and respect through personalised care planning.
- Responsible for arranging second opinions either in person or virtual
- Responsible for registering new patients.
- Responsible for uploading medical documents unto the hospital system
- Responsible for taking payments
Person Specification
Education/Qualifications
Essential
- Good academic standard - A level or equivalent experience
Desirable
Experience
Essential
- Demonstrable experience of working as a medical referral
- Knowledge of cultural differences
- Previous experience of working in a hospital setting
- Use of internet & email
- Experience working in a multi-disciplinary team environment
- Experience of a patient administration system
- IT skills as a minimum Word and excel
Desirable
- Customer care experience or training
Skills Abilities/knowledge
Essential
- Fluent in English and Arabic or any other foreign language.
- Ability to communicate verbally in a clear and effective way both face to face and by phone
- Excellent interpersonal and verbal communication skills
- Ability to make decisions, organise and prioritise under pressure.
- Good keyboard and computer skills
- Ability to prioritise workload and adjust own work in the light of unexpected events or changing priorities using own initiative
- Ability to work under pressure and maintain a positive approach
- Ability to deal effectively with a wide range of people (e.g. medical nursing, managerial and administrative) and work as part of a team.
- Demonstrate evidence of commitment to customer care initiatives.
- Proactive approach to identifying & making positive changes for staff and patients
- Computer literacy including Word and Excel.
- Knowledge of medical terminology.
Person Specification
Education/Qualifications
Essential
- Good academic standard - A level or equivalent experience
Desirable
Experience
Essential
- Demonstrable experience of working as a medical referral
- Knowledge of cultural differences
- Previous experience of working in a hospital setting
- Use of internet & email
- Experience working in a multi-disciplinary team environment
- Experience of a patient administration system
- IT skills as a minimum Word and excel
Desirable
- Customer care experience or training
Skills Abilities/knowledge
Essential
- Fluent in English and Arabic or any other foreign language.
- Ability to communicate verbally in a clear and effective way both face to face and by phone
- Excellent interpersonal and verbal communication skills
- Ability to make decisions, organise and prioritise under pressure.
- Good keyboard and computer skills
- Ability to prioritise workload and adjust own work in the light of unexpected events or changing priorities using own initiative
- Ability to work under pressure and maintain a positive approach
- Ability to deal effectively with a wide range of people (e.g. medical nursing, managerial and administrative) and work as part of a team.
- Demonstrate evidence of commitment to customer care initiatives.
- Proactive approach to identifying & making positive changes for staff and patients
- Computer literacy including Word and Excel.
- Knowledge of medical terminology.
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.
