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 process referrals for all private patients and take 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 are based in Wallington, Surrey and work shift patterns (8am-4pm; 9am-5pm; 10am-6pm Monday to Friday).
Main duties of the job
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 team are the first point of contact with the Trust, it is crucial that they set the highest level of customer service that patients would expect to receive from private care.
The post holder will be required to 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. Promoting the Trust's mission, services, cancer treatments and care, and providing guidance as to 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. The postholder will also be responsible for keeping and managing records of patients' queries, updating information packs provided to patients and highlighting any concerns to the Assistant Service Manager Patient Contact and Accounts.
The Private Care Contact Centre team provides a service from 8am-6pm Monday to Friday, which will require the post holder to be flexible and work on a rotational basis.
Job responsibilities
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.
Person Specification
Education/Qualifications
* Educated to NVQ3 or equivalent
* Further qualification in Customer Services from a recognised professional body or be willing to undertake further training
* AMSPAR Certificate in Medical Terminology
Experience
* Competent user of Microsoft Office using Excel, Word and Outlook
* Experience of providing customer service
* Experience of data entry and data checking
* Experience of providing telephone and remote customer service
* Experience of working within a hospital or medical setting
Skills, Knowledge and Abilities
* Excellent communication and interpersonal skills
* Able to deal confidently and professionally with queries
* Ability to prioritise own work to meet tight deadlines and targets
* Able to work independently of supervision
* Knowledge of patient management systems
* Knowledge of new oncology treatments and developments
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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