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

The post holder will be responsible for ensuring hospitality and housekeeping issues are attended to and are of highest standards and will report any discrepancies to the Front of House team in the first instance. 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 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 directed to the Private Care Centre prior to their  appointment or procedure. Ensure that patients without funding in place are not called through for a consultation until the funding is resolved.

Detailed job description and main responsibilities

For further information on this role, please see the attached detailed Job Description and Person Specification.

• To manage a high volume of patients with complex needs on a daily basis, both face-to-face and over the telephone.
• To meet and greet all patients and visitors to the Outpatients department in a professional, courteousand friendly manner.
• To deal proactively and effectively with a wide range of enquiries from clinicians, nurses, and administrative colleagues, escalating to other staff when appropriate.
• To ensure that all patient details are checked on the patient’s arrival and updated on the system i.e. ethnic, GP or sponsor, demographic, address and copying of letters.
• To follow the opening and closing guidelines for each department and ensure enhanced patient experience by following greetings templates used for answering the telephones and welcoming patients.