Job summary
The Private Care Contact Centre (PCCC) 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 postholder will be providing administrative support to members of the PCCC.
The post holder will be liaising closely with other private care teams, Consultant and Medical PA's. 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
To be responsible for providing administrative support to the PCCC Team and Team Leader. The Private Care Contact Centre Team provide a single point of access and enquiry for prospective patients seeking advice and information about private treatment at the Royal Marsden NHS Foundation Trust.
The post holder will be working closely with the PCCC Band 4 Administrators, medical secretaries, insurance companies and other administrative staff within the Trust
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.
Prioritise multiple tasks to ensure daily deadlines and Private Care KPIs are met.
Entering private patient referrals accurately onto the hospital system within 4 hours of receipt.
To maintain private patient database, ensuring that all records are entered by the team to the required standard and creating/updating records.
To ensure all record keeping is up-to-date and accurate and in line with the Trusts information governance policy.
Obtaining correct funding information, research which private healthcare company to contact and verifying insurance policies as required.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
Prioritise multiple tasks to ensure daily deadlines and Private Care KPIs are met.
Entering private patient referrals accurately onto the hospital system within 4 hours of receipt.
To maintain private patient database, ensuring that all records are entered by the team to the required standard and creating/updating records.
To ensure all record keeping is up-to-date and accurate and in line with the Trusts information governance policy.
Obtaining correct funding information, research which private healthcare company to contact and verifying insurance policies as required.
Person Specification
Attainments
Essential
- Educated to a good standard of education to GCE/GCSE Level
Desirable
- Further qualification in Customer Services from a recognised professional body or be willing to undertake further training
Experience
Essential
- Competent user of Microsoft Office - using excel, word and Outlook
- 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.
Desirable
- Experience of working in a hospital or healthcare environment
- Previous administration/ward clerk/ reception experience
- Experience of providing a private care service
- Previous experience within a cancer setting
Job Related Skills
Essential
- Good IT skills
- Excellent communication skills
- Ability to communicate effectively in both written and spoken English to a wide range of people
Desirable
- Ability to use Royal Marsden EPR system
Personal Skills
Essential
- 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
Person Specification
Attainments
Essential
- Educated to a good standard of education to GCE/GCSE Level
Desirable
- Further qualification in Customer Services from a recognised professional body or be willing to undertake further training
Experience
Essential
- Competent user of Microsoft Office - using excel, word and Outlook
- 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.
Desirable
- Experience of working in a hospital or healthcare environment
- Previous administration/ward clerk/ reception experience
- Experience of providing a private care service
- Previous experience within a cancer setting
Job Related Skills
Essential
- Good IT skills
- Excellent communication skills
- Ability to communicate effectively in both written and spoken English to a wide range of people
Desirable
- Ability to use Royal Marsden EPR system
Personal Skills
Essential
- 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
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.
