Private Patient Administration Officer | The Royal Marsden NHS Foundation Trust

The Royal Marsden NHS Foundation Trust; Wallington; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading NHS Trust in the UK is looking for a Customer Care Coordinator to join their Private Patients Administration Team in Wallington. You will be the first point of contact for patients, ensuring a positive experience while providing information and support. The ideal candidate will have experience in customer care and strong communication skills, with a focus on problem-solving and teamwork available in a flexible shift pattern. This role offers a chance to work in a dynamic environment where patient care is the priority.

Qualifications

• Experience in a customer care environment is essential.
• Excellent communication and active listening skills are required.
• Ability to handle queries in a professional manner.

Responsibilities

• Be the first point of interaction for Private Patients.
• Answer telephone calls with high-quality service standards.
• Communicate in a friendly and professional manner with all contacts.

Skills

Customer care experience

Excellent communication skills

Problem-solving ability

Job description

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 processes referrals for all private patients and takes 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 is based in Wallington, Surrey and works shift patterns (8am-4pm; 9am-5pm; 10am-6pm) Monday to Friday.

The Private Care Contact Centre team provides 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 first point of contact, they must set the highest level of customer service patients would expect from private care. The post holder will 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. They promote the Trust’s mission, services, cancer treatments and care, and provide guidance on the particular specialisations 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. They will also keep and manage records of patients’ queries, update information packs provided to patients and highlight any concerns to the Assistant Service Manager Patient Contact and Accounts.

The Private Care Contact Centre team offers a service from 8am-6pm Monday to Friday, requiring the post holder to be flexible and work on a rotational basis.

For further information please refer to the job description and personal specification.

• 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 instils 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.

This advert closes on Tuesday 16 Dec 2025.