Therapies Administrator

Royal Marsden; Greater London; On-site; GBP 22,000 - 28,000; Full time

Job summary

The Royal Marsden NHS Foundation Trust is seeking an Administrator to support the Lymphoedema service and the wider Therapies department. The role blends Lymphoedema administration with front-desk reception duties to ensure smooth patient flow and efficient service delivery.

Responsibilities include handling calls and emails, appointment bookings, data entry on the Epic system, and supporting clinical teams.

Qualifications

• GCSEs with Maths and English or equivalent
• Basic knowledge of standard software
• Experience in reception/secretarial work

Responsibilities

• Provide a complete administrative service for therapy services clinicians, including formatting patient letters.
• Manage bookings for new and follow-up appointments and related processes.
• Assess and prioritise competing appointment requests and resolve scheduling conflicts.
• Ensure urgent referrals are prioritised and all slots are utilised.
• Manage clinic cancellations and rescheduling within timescales.
• Highlight issues with appointment lead times and clinic capacity to Team Leads.

Skills

Communication

Teamwork

Calm under pressure

Confidentiality

English proficiency

Education

GCSEs incl Maths & English

Reception/secretarial experience

Tools

Epic system

Office software

Job description

This Administrator post is important to the day-to-day running of both the Lymphoedema service and the wider Therapies department. The post is split between Lymphoedema administration and reception duties.

The Lymphoedema element of the role includes arranging appointments, dealing with telephone and email enquiries, managing clinical correspondence and distributing compression garments to patients. The post also provides reception cover for the Therapies service, supporting patients when they attend appointments and dealing with general enquiries.

Dedicated administrative and reception support enables therapists to focus on clinical and patient-facing work. Without this support, therapists would need to undertake more administrative and reception duties, reducing clinical capacity and potentially impacting waiting times and patient experience.

The post is required to support the continued delivery of the Lymphoedema service and provide essential reception cover for the wider Therapies department. Maintaining this administrative capacity will help the service continue to manage appointments and patient enquiries, support the clinical team and minimise further pressure on waiting lists and patient access to treatment.

Main duties of the job

The post holder will provide a customer focused service for all patients and visitors attending or passing through the Therapy Services Department. The post holder will be responsible for efficient and effective administrative support to the Therapy Services teams including dealing with all phone enquiries, inputting relevant data onto the Epic system and supporting the clinical teams.

Patients will be accessing various therapy treatments including Physiotherapy, Occupational Therapy, Dietetics, Speech & Language Therapy, Lymphoedema, Complementary Therapies and Appliances

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 ongoing achievements.

Detailed job description and main responsibilities

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

• To provide a complete administrative service and support to therapy services clinicians to include formatting patient letters.
• To manage booking new and follow up appointments and all processes associated with this for Therapy services patients with agreed timescales.
• The post holder will assess and prioritise competing appointment requests, identify urgent cases based on agreed criteria, and use judgement to resolve scheduling conflicts within established parameters.
• Ensuring urgent referrals are prioritised and all available appointment slots are fully utilised.
• To manage clinic cancellations and rescheduling within agreed timescales.
• To highlight to the Therapy Service Leads any issues with appointment lead times and clinic capacity.

Education/Qualifications

• GCSE 3 x grade C's and above including Mathematics and English or equivalent experience
• Basic knowledge of and ability to use standard software
• Evidence of previous reception / secretarial experience

Experience

• Ability to work individually and as part of a team
• Self-motivated to produce good quality work
• Demonstrable evidence of personal and professional development
• Previous NHS or Healthcare Experience

Skills Abilities/knowledge

• The ability to communicate effectively in both written and spoken English to a wide range of people
• Ability to remain calm when under pressure and cope with unanticipated demands
• Ability to handle sensitive information without compromising confidentiality or trust
• Knowledge of a computerised patient administration system

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. 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.