Private Care Coordinator

The Royal Marsden NHS Foundation Trust; City Of London; On-site; GBP 22,000 - 28,000; Full time

Job summary

The Royal Marsden NHS Foundation Trust is seeking a customer service oriented administrator to welcome patients, register details and process payments in a high standard private care setting.

Role requires front-facing experience, strong MS Excel/Word skills and the ability to handle sensitive situations with care. You will maintain accurate records, support colleagues and ensure a tidy, professional environment.

Qualifications

• Front-facing customer services experience.
• Experience with MS Excel and MS Word, including creating and using spreadsheets.
• Evidence of continuing professional and personal development.
• Hold, or be willing to undertake further training and qualifications in Customer Care.
• Good general education. NVQ Level 4/diploma or equivalent relevant experience.

Responsibilities

• Demonstrate a professional, courteous, caring attitude offering consultants, patients and their families a high standard of customer service at all times.
• Welcome patients and their families in a friendly and calm manner; accurately registering their details.
• Have the ability to professionally deliver customer requests, dealings with sensitive and emotional situations by using appropriate language and demonstrating reassurance.
• Communicate clearly and concisely with consultants, patients, and colleagues within the Trust.
• Ensure that all patient details are recorded accurately and ensure that the financial status of all patients is secured prior to treatment.
• Ensure that all cash and credit card payments are taken in line with the cash handling policy that is followed at all times.
• To ensure patients' concerns and complaints are dealt with immediately and escalated appropriately.
• To maintain composure and resilience under pressure.
• To ensure the working environment and all patient areas are tidy and presentable to the highest standards.
• To ensure facilities within the Private Care environment are fully functional, and discrepancies are reported and rectified.
• To cross-cover colleagues when required to ensure all areas of administration are fully functional and provide a high level of service.
• To undertake any other duties commensurate with the grade as required.

Skills

Front-facing customer service

MS Excel

MS Word

Team working

Interpersonal skills

Organised and prioritisation

Communication skills

Education

NVQ Level 4 / Diploma

Tools

MS Excel

MS Word

Job description

Detailed job description and main responsibilities

• To demonstrate a professional, courteous, caring attitude offering consultants, patients and their families a high standard of customer service at all times.
• Welcome patients and their families in a friendly and calm manner; accurately registering their details.
• Have the ability to professionally deliver customer requests, dealings with sensitive and emotional situations by using appropriate language and demonstrating reassurance.
• Communicate clearly and concisely with consultants, patients, and colleagues within the Trust.
• Ensure that all patient details are recorded accurately and ensure that the financial status of all patients is secured prior to treatment.
• Ensure that all cash and credit card payments are taken in line with the cash handling policy that is followed at all times.
• To ensure patients' concerns and complaints are dealt with immediately and escalated appropriately.
• To maintain composure and resilience under pressure.
• To ensure the working environment and all patient areas are tidy and presentable to the highest standards.
• To ensure facilities within the Private Care environment are fully functional, and discrepancies are reported and rectified.
• To cross-cover colleagues when required to ensure all areas of administration are fully functional and provide a high level of service.
• To undertake any other duties commensurate with the grade as required.

Person specification

Qualifications/Training

Essential criteria

• Good general education. Requires NVQ Level 4/diploma or equivalent relevant 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.

Experience

Essential criteria

• Front-facing customer services experience.
• Experience of MS Excel and MS Word, including creating and using spreadsheets
• Experience of effective team working

Desirable criteria

• Previous admissions, accounts or similar role in a hospital environment
• Effective budgetary management

Skills, Knowledge and Abilities

Essential criteria

• Able to work with minimum supervision
• Highly organised approach and ability to priorities own work to meet tight deadlines and targets
• Flexible and able to work as part of a team to ensure that the team deadlines are met.
• Excellent interpersonal skills with the 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)
• Outstanding communication, presentation and interpersonal skills

Desirable criteria

• Knowledge of current health care issues

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.

Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. We advise you to submit your application as early as possible to prevent disappointment. Please ensure your information is accurate to avoid errors with processing your application

All applicants will be contacted by email to the address supplied on your application. Applicants are advised to check their email accounts regularly and to ensure that email filters are set to allow our emails.