Job overview
The Private Care Contact Centre Team provide 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. The post holder will be liaising closely with clinicians, support staff and key administrators to ensure that the referral pathway for private patients is effectively supervised and to be responsible for all the key administrative processes and standards relevant to Private Care to ensure the efficient management of a patient's referral pathway.
The post holder will be responsible for supervising, managing and motivating team members daily. The ideal candidate will have excellent communication skills, be confident and assertive in their approach and should be able to act proactively to ensure smooth team operations and effective collaboration. The team are based in Wallington, Surrey and work shift patterns (8am-4pm; 10am-6pm Monday to Friday).
Main duties of the job
The postholder will be required to work closely with clinicians, support staff and key administrators to ensure that the referral pathway for private patients is effectively supervised and to be responsible for all the key administrative processes and standards relevant to Private Care to ensure the efficient management of a patient’s referral pathway. Patient access to healthcare professionals and subsequent treatment planning in the specialist hospital setting relies on well-coordinated organisational and administrative support.
The postholder is expected to maintain their own workload and will be responsible for the line management of the administrators working within Private Care Contact Centre.
Detailed job description and main responsibilities
1. To be responsible for the day to day management of the Private Care Contact Centre team to ensure that the extended operational hours are covered five days per week.
2. To ensure all patient communication with prospective referrals is uploaded on the EPR system in an appropriate and efficient manner maintaining accurate patient records, including scanning of appropriate patient case notes and preparation of relevant clinic notes prior to outpatient consultations.
3. Deliver a high-quality service to patients and other service users, proactively resolving any queries and issues.
4. To supervise the work of Contact Centre Administrators, ensuring that the team meets its Key Performance Indicators and provides the necessary support to clinical teams.
Person specification
Attainments
Essential criteria
5. Educated to Degree level or equivalent
Desirable criteria
6. Association of Medical Secretaries and Practice Managers Receptionists (AMSPAR) qualification or equivalent
Job Related Skills
Essential criteria
7. Full range of IT skills
Desirable criteria
8. Ability to use Royal Marsden HIS/EPR system
Personal Skills
Essential criteria
9. Commitment to self-development
Attainments
Essential criteria
10. Customer Care training or experience
Experience
Essential criteria
11. Previous experience working as a highly effective Team Leader
12. Excellent interpersonal skills with particular ability to liaise and communicate effectively with multi-disciplinary team members
13. Experience of effectively managing challenging/conflict situations
14. Ability to handle sensitive information without compromising confidentiality or trust
15. Evidence of good leadership qualities including ability to motivate others
16. Previous experience of effectively leading and managing staff including performance and absence management
17. Experience of training and developing junior staff
Desirable criteria
18. Experience of working in a hospital or healthcare environment
19. Experience of providing a private care service
20. Previous experience within a cancer setting
Job Related Skills
Essential criteria
21. Excellent communication skills with a wide range of staff with differing levels of responsibility and professional backgrounds
22. Ability to make decisions, organise and prioritise a varied workload including that of others, to use own initiative and work unsupervised
23. Ability to work pro-actively and co-operatively with senior management, clinical and admin staff
Personal Skills
Essential criteria
24. Commitment to deliver exceptional customer service and patient experience
25. Confident and capable problem solver, able to manage and influence a number of different stakeholders and situations
26. Commitment to promoting equality and diversity in the workplace, in service delivery and development
27. Highly professional in manner, with a commitment to deliver exceptional customer service and patient experience
28. Willingness to work flexibly and to go above and beyond duties as required
29. Ability to deliver information in a clear and concise manner and to engage others to achieve desired results
30. Ability to work effectively within a team and to manage and motivate others
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
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.
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