- 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 instills confidence in our services.
- To answer telephone calls as per quality service standards, demonstrating an excellent phone manner, contact handling skills and active listening.
- 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. Person Specification
- Educated to NVQ 3 or equivalent
- Further qualification in Customer Services from a recognised professional body or be willing to undertake further training
- AMSPAR Certificate in Medical Terminology
- Competent user of Microsoft Office - using excel, word and Outlook
- Experience of providing customer service
- Experience of data entry and data checking
- Experience of providing telephone or remote customer service
- Experience of working within a hospital or medical setting
- 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
- 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
- Knowledge of patient management systems
- Knowledge of new oncology treatments and developments.
Private Patient Administration Officer - Wallington, United Kingdom - The Royal Marsden NHS Foundation Trust
Description
Job summary
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 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.
As the team are the first point of contact with the Trust, it is crucial that they set the highest level of customer service that patients would expect to receive from private care.
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 postholder 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.
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 descriptionJob responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification
Qualifications/Training
Essential
Desirable
Experience
Essential
Desirable
Personal Attributes
Essential
Skills, Knowledge and Abilities
Essential
Desirable