Job summary
The Private Care Contact Centre 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.
Main duties of the job
The postholder will play a pivotal role in working closely with clinicians to ensure the seamless delivery of care for private patients. In addition, they will collaborate with the Assistant Service Manager, Marketing and Communications Team, Accounts Team, International team, support staff, and key administrators to maintain an effectively supervised service pathway. The postholder will also take responsibility for all key administrative processes and standards relevant to Private Care, ensuring the efficient management of each patient's experience during their visit to the Marsden.
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 please refer to the Job Description & Person Specification
To ensure the establishment and maintenance of good relationships and communication throughout the Division, with the wider Trust, and externally with Patients and Insurers, promoting a culture where staff are actively involved in decisions on how services are provided and targets delivered.
Lead on the strategic development and operational delivery of services within the Private Care Contact Centre. Drive innovation and improvement initiatives to enhance and patient experience, ensuring alignment with organisational objectives, clinical governance standards and financial targets. Collaborate with multidisciplinary teams to design, implement and evaluate service models that optimise efficiency and patient experience.
Have a good understanding of the private care referral pathway and competitive offerings within the private healthcare market.
Day-to-day management of the Private Care Contact Centre Team, ensuring that staffing matches demand.
To act as the first point of contact for complex queries and to provide the relevant information, support and advice to new and prospective patients and sponsors which promotes the Trusts mission, services, cancer treatment and care and provides guidance as to the specialism of consultants within the Trust.
Provide expert guidance to consultants on the direct booking service and take ownership of its ongoing enhancement, driving innovation and efficiency to improve patient access and experience.
Job description
Job responsibilities
For further information please refer to the Job Description & Person Specification
To ensure the establishment and maintenance of good relationships and communication throughout the Division, with the wider Trust, and externally with Patients and Insurers, promoting a culture where staff are actively involved in decisions on how services are provided and targets delivered.
Lead on the strategic development and operational delivery of services within the Private Care Contact Centre. Drive innovation and improvement initiatives to enhance and patient experience, ensuring alignment with organisational objectives, clinical governance standards and financial targets. Collaborate with multidisciplinary teams to design, implement and evaluate service models that optimise efficiency and patient experience.
Have a good understanding of the private care referral pathway and competitive offerings within the private healthcare market.
Day-to-day management of the Private Care Contact Centre Team, ensuring that staffing matches demand.
To act as the first point of contact for complex queries and to provide the relevant information, support and advice to new and prospective patients and sponsors which promotes the Trusts mission, services, cancer treatment and care and provides guidance as to the specialism of consultants within the Trust.
Provide expert guidance to consultants on the direct booking service and take ownership of its ongoing enhancement, driving innovation and efficiency to improve patient access and experience.
Person Specification
Qualifications/Training
Essential
- Educated to degree level or equivalent experience
- Good working knowledge of PC applications and computer literate.
- Hold, or be willing to undertake further training and qualifications in Customer Care.
- Evidence of continuing professional and personal development.
Desirable
- Further qualification in Customer Services from a recognised professional body
Experience
Essential
- Experience of operational management
- Experience of MS Excel and MS Word, including creating and using spreadsheets
- Effective budgetary management
- Experience of effective team working
- Experience of driving change and introduction of new processes to meet organisational aims
Desirable
- Previous experience in managing a contact centre or similar setting
- Experience of working in an environment providing direct customer service
Skills/Knowledge and Abilities
Essential
- Analytical ability and able to produce concise / persuasive reports
- Highly organised approach and ability to priorities own work to meet tight deadlines and targets
- Ability to negotiate, influence and communicate effectively with a wide audience
- Ability to work closely and effectively with stakeholders at all levels within the organisation and externally
- Excellent attention to detail and aspirations of very high standards of service
- Ability to handle sensitive business information without compromising confidentiality
- Outstanding communication, presentation and interpersonal skills
Other
Essential
- Self motivated with a proactive approach to problem solving
- Ability to work under pressure and carry out duties with attention to detail
- Empathetic
Other
Essential
- Confident and presentable
Person Specification
Qualifications/Training
Essential
- Educated to degree level or equivalent experience
- Good working knowledge of PC applications and computer literate.
- Hold, or be willing to undertake further training and qualifications in Customer Care.
- Evidence of continuing professional and personal development.
Desirable
- Further qualification in Customer Services from a recognised professional body
Experience
Essential
- Experience of operational management
- Experience of MS Excel and MS Word, including creating and using spreadsheets
- Effective budgetary management
- Experience of effective team working
- Experience of driving change and introduction of new processes to meet organisational aims
Desirable
- Previous experience in managing a contact centre or similar setting
- Experience of working in an environment providing direct customer service
Skills/Knowledge and Abilities
Essential
- Analytical ability and able to produce concise / persuasive reports
- Highly organised approach and ability to priorities own work to meet tight deadlines and targets
- Ability to negotiate, influence and communicate effectively with a wide audience
- Ability to work closely and effectively with stakeholders at all levels within the organisation and externally
- Excellent attention to detail and aspirations of very high standards of service
- Ability to handle sensitive business information without compromising confidentiality
- Outstanding communication, presentation and interpersonal skills
Other
Essential
- Self motivated with a proactive approach to problem solving
- Ability to work under pressure and carry out duties with attention to detail
- Empathetic
Other
Essential
- Confident and presentable
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.
