Guest Relations Officer

Royal Marsden; Greater London; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

The Royal Marsden London is recruiting Guest Relations Officers for a private healthcare facility in central London. You will provide a fluent Arabic and English reception and administration service, delivering the highest level of customer care to patients and healthcare teams.

Flexible shifts 07:45 to 20:00, Monday to Friday, and a professional, caring approach are essential. You will work with colleagues across the Private Care Directorate to ensure accurate recording of chargeable private

Qualifications

• Arabic speaking skills are essential for this role.
• Experience delivering customer service at the highest level in a hospital or healthcare setting.
• AMSPAR or equivalent medical terminology qualification is preferred.
• Educated to a good standard with minimum 2 A Levels or equivalent.
• Experience of working in a private care service or healthcare environment.

Responsibilities

• Provide a welcoming environment and deliver the highest level of customer service to patients, consultants and clinical teams.
• Record all private patient activity accurately and on time in the relevant systems.
• Liaise with the Private Care Accounts team regarding the financial status of each patient.
• Ensure embassy-sponsored patients have a Letter of Guarantee for appointments and liaise with the international team.
• Process payments (credit card) in line with Trust policy and procedures.
• Assist nurses and other staff with administrative duties and participate in team meetings.

Skills

Fluent English

Fluent Arabic

Education

Two A Levels or equivalent

Tools

Epic system

Job description

We are recruiting Guest Relations Officers for our exciting private healthcare facility in central London. Providing a responsive and caring reception and administration service to our patients and health care teams you will be fluent in written and spoken Arabic and English and have experience of delivering customer service at the highest level. You will need to work flexible shifts from 07:45to 20:00 Monday to Friday.

Main duties of the job

The post holder will be responsible for providing a welcoming environment and delivering the highest level of customer service to patients, consultants and the clinical teams. The receptionist will focus on excellent customer care whilst ensuring hospitality and housekeeping issues are attended to and delivering administrative services of highest standards.
The post holder will be expected to adopt a professional and caring attitude, working alongside colleagues with a polite and courteous manner in all aspects of communication. The post holder will work effectively within a team and with colleagues across the Trust to ensure that all chargeable private patient activity is recorded accurately, on time and in line with the targets set by the Private Care Directorate. adhering to confidentiality and information governance policies and procedures.
The post holder will be expected to work positively and with minimal supervision to deliver objectives and proactively undertake development work to relating to the improvement of the administrative. They will
ensure that the reception and administration team carry out duties, working alongside the other guest relations officers to ensure all duties are completed in a timely manner.

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 detailed job description and person specification please see attached documents:

• Arabic speaking skills are essential for this role
• 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 Team Leader/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.
• To ensure all patient activity is accurately recorded in real time, including capturing all outpatient procedures undertaken and patient arrival and departure times.
• Comply with the Did Not Attend Policy and to ensure that clinic screens are cleared daily to comply with Quality Assurance.
• To calculate charges for non-sponsored activity by reference to a table of charges and obtain payment (by credit card) from patients as required, ensuring these are taken in line with Trust policy and
  documented appropriately.
• To assist nurses and other members of the multi-disciplinary team with administrative duties as requested.
• Attend and actively participate in staff meetings and other meetings within the Trust as requested by your Team Leader.
• To proactively contribute to service developments and actively implement changes that would enhance working procedures.
• To order stationery for the unit.

Person specification

• Educated to a good standard of education to minimum 2 A Levels or equivalent
• Good working knowledge of PC applications and computer literate
• Customer Care course / training
• AMSPAR or equivalent medical terminology qualification

Experience

• 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
• 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

• 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.
• Ability to use Royal Marsden Epic system
• Knowledge of Medical Terminology (ideally within a cancer setting)

Personal Skills

• Fluent in English and Arabic
• 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

The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.

As a Disability Confident Employer, we are working to create a workplace that enables all staff to reach their full potential. We are committed to this because we know that greater diversity and inclusion will lead to an even greater positive impact for the people we serve.

Flu Vaccination – What We Expect of our Staff

At The Royal Marsden we have an immune compromised patient population who we must protect as much as we can against the flu virus. Each year, seasonal flu affects thousands of people in the UK. Occurring mainly in winter, it is an infectious respiratory disease capable of producing symptoms ranging from those similar to a common cold, through to very severe or even fatal disease.

The wellbeing of our staff and patients is of the upmost importance to us, and it is the expectation of The Royal Marsden that all patient-facing staff have an annual flu vaccination, provided free of charge by the Trust.

Employer certification / accreditation badges

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.