Guest Relations Officer

Job description

Detailed job description and main responsibilities

For detailed job description and person specification please see attached documents:

• Arabic speaking skills are essential for this role
• To ensure appropriate assistance is available to all patients, ensuring their needs are understood and met.
• Professionally and proactively deliver patient requests, dealing with sensitive and emotional situations by using appropriate language and demonstrating reassurance.
• Ensure patients' concerns and complaints are dealt with immediately, using knowledge and problem-solving skills to resolve.
• Escalating those which cannot be resolved to Team Leader/Nurse in Charge appropriately.
• To work closely with all levels of medical/nursing, clinical support and administration staff to ensure a high level of communication is maintained and a seamless patient pathway.
• To liaise with the Private Care Accounts team with regards to financial status of each patient attending clinic, ensuring all patients flagged for payment or registration are appropriately dealt with prior to their appointment or procedure.
• Ensure that patients without funding in place are not sent through for a consultation until the funding is resolved. Ensure that all patient activity is recorded on relevant electronic systems.
• To ensure Embassy-sponsored patients are covered with a Letter of Guarantee for any appointment, blood test, procedure and diagnostic test undertaken and liaise directly with the international team for
  any urgent/emergency bookings requested by consultants, nursing staff or the patient in a timely manner to ensure authorisation is requested for payment.
• To ensure all patient activity is accurately recorded in real time, including capturing all outpatient procedures undertaken and patient arrival and departure times.
• Comply with the Did Not Attend Policy and to ensure that clinic screens are cleared daily to comply with Quality Assurance.
• To calculate charges for non-sponsored activity by reference to a table of charges and obtain payment (by credit card) from patients as required, ensuring these are taken in line with Trust policy and
  documented appropriately.
• To assist nurses and other members of the multi-disciplinary team with administrative duties as requested.
• Attend and actively participate in staff meetings and other meetings within the Trust as requested by your Team Leader.
• To proactively contribute to service developments and actively implement changes that would enhance working procedures.
• To order stationery for the unit.

Person specification

Attainments

Essential criteria

• Educated to a good standard of education to minimum 2 A Levels or equivalent
• Good working knowledge of PC applications and computer literate

Desirable criteria

• Customer Care course / training
• AMSPAR or equivalent medical terminology qualification

Experience

Essential criteria

• Substantial previous reception or customer services experience in a high-performing environment
• Ability to make decisions, organize and prioritise workload in light of unexpected events or changing priorities using own initiative.
• Ability to handle sensitive information without compromising confidentiality or trust
• Ability to work under pressure and independently without direct supervision

Desirable criteria

• Experience of working in a hospital or healthcare environment
• Experience of providing a private care service
• Previous experience within a cancer setting

Job Related Skills

Essential criteria

• Advanced keyboard skills with a high degree of accuracy for data input. Fluent user of Microsoft packages.
• Ability to communicate effectively in both written and spoken English to a wide range of people.

Desirable criteria

• Ability to use Royal Marsden Epic system
• Knowledge of Medical Terminology (ideally within a cancer setting)

Personal Skills

Essential criteria

• Fluent in English and Arabic
• Outstanding communication and interpersonal skills, ability to deliver information in a clear and concise manner
• Commitment to self-development
• Commitment to promoting equality and diversity in the workplace and in service delivery
• Highly professional in manner, with a commitment to deliver exceptional customer service and patient experience
• Willingness to work flexibly and to go above and beyond duties as required
• Strong and motivated team player with a proactive approach to problem solving
• Excellent interpersonal skills with 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).
• Self-motivated to provide a good quality of work
• Ability to maintain effectiveness, remain calm under pressure and cope with unexpected demands

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.

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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