Job summary
- Main area
- Admin
- Grade
- NHS AfC: Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 282-P559
- Employer
- The Royal Marsden NHS Foundation Trust
- Employer type
- NHS
- Site
- The Royal Marsden Chelsea
- Town
- Chelsea
- Salary
- £30,039 - £31,088 Per annum
- Salary period
- Yearly
- Closing
- 25/06/2025 08:00
Employer heading
Guest Relations Officer
NHS AfC: Band 3
Job overview
We are recruiting a Guest Relations Officer for our Chelsea branch in London. Providing a responsive and caring reception and administrative service to our patients and health care teams, you will gain experience of delivering customer service at the highest level. There will be a level of supervision and the opportunity to take on courses to develop within the Royal Marsden. We also offer a package of benefits. You will need to work flexible shifts from 0740 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 Chelsea, 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.
Working for our organisation
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.
Detailed job description and main responsibilities
For further information, please refer to the Job Description/Person Specification
To ensure appropriate assistance is available to all patients, ensuring their needs are understood and
met. Professionally and proactively deliver patient requests, dealing with sensitive and emotional
situations by using appropriate language and demonstrating reassurance. Ensure patients’ concerns
and complaints are dealt with immediately, using knowledge and problem-solving skills to resolve.
Escalating those which cannot be resolved to the Guest Relations Manager/Nurse in Charge
appropriately.
To work closely with all levels of medical/nursing, clinical support and administration staff to ensure a
high level of communication is maintained and a seamless patient pathway.
To liaise with the Private Care Accounts team with regards to financial status of each patient attending
clinic, ensuring all patients flagged for payment or registration are appropriately dealt with prior to their
appointment or procedure. Ensure that patients without funding in place are not sent through for a
consultation until the funding is resolved. Ensure that all patient activity is recorded on relevant
electronic systems.
To ensure Embassy-sponsored patients are covered with a Letter of Guarantee for any appointment,
blood test, procedure and diagnostic test undertaken and liaise directly with the international team for
any urgent/emergency bookings requested by consultants, nursing staff or the patient in a timely
manner to ensure authorisation is requested for payment.
Person specification
Attainments
Essential criteria
- Educated to a good standard of education to minimum 2 A Levels or equivalent
- Good working knowledge of PC applications and computer literate
Desirable criteria
- Customer Care course / training
- AMSPAR or equivalent medical terminology qualification
Experience
Essential criteria
- 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 criteria
- 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 criteria
- 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 criteria
- Ability to use Royal Marsden HIS/EPR system
- Knowledge of Medical Terminology (ideally within a cancer setting)
Personal Skills
Essential criteria
- Fluent in English
- 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
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Evangeline Marianesan
- Job title
- Guest Relations Manager
- Email address
- [email protected]
If you have problems applying, contact
- Address
-
Recruitment Support Team
- Telephone
- 01629 690825
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