Guest Relations Officer

Job overview

We are recruiting a Guest Relations Officer for our Chelsea branch in London. Providing a responsive and caring reception and administrative service to our patients and health care teams, you will gain experience of delivering customer service at the highest level.

There will be  a level of supervision and the opportunity  to take on courses to develop within the Royal Marsden. We also offer a package of benefits.

You will need to work flexible shifts from 0740 to 2000 Monday to Friday.

Main duties of the job

To be responsible for providing reception, administration and excellent customer service for all patients, relatives and staff attending The Royal Marsden, Chelsea. The post holder will be working closely with the  multi-disciplinary team, including nursing and medical staff, allied health professionals and clerical staff  both within Chelsea, the Private Care Directorate and throughout the Trust. This patient-facing role will  coordinate the administration functions of the patient’s pathway and ensure that any necessary payments  are dealt with efficiently.

Detailed job description and main responsibilities

For further information please refer to the Job Description and Person Specification

The post holder will be responsible for providing a welcoming environment and delivering the highest level  of customer service to patients, consultants and the clinical teams. The receptionist will focus on excellent  customer care whilst ensuring hospitality and housekeeping issues are attended to and delivering administrative services of highest standards.

The post holder will be expected to adopt a professional and caring attitude, offering patients and  relatives a high standard of customer service, alongside colleagues with a polite and courteous manner in  all aspects of communication. A uniform will be worn at all times to ensure a neat and professional  appearance.

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 the Guest Relations Manager/Nurse in Charge  appropriately.

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 deal proactively and effectively with a wide range of enquiries from clinicians, nurses, administrative and management colleagues.

To manage departmental correspondence in an efficient, timely and appropriate manner. To receive and  send emails on behalf of the teams/service. To take appropriate messages, recording details accurately.