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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.
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.
For further information, please refer to the Job Description/Person Specification
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 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.