We are recruiting Guest Relations Officers for our exciting private healthcare facility in central London. Providing a responsive and caring reception and administration service to our patients and health care teams you will be fluent in written and spoken Arabic and English and have experience of delivering customer service at the highest level. You will need to work flexible shifts from 07:45to 20:00 Monday to Friday.

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, working alongside colleagues with a polite and courteous manner in all aspects of communication. The post holder will work effectively within a team and with colleagues across the Trust to ensure that all chargeable private patient activity is recorded accurately, on time and in line with the targets set by the Private Care Directorate. adhering to confidentiality and information governance policies and procedures.

The post holder will be expected to work positively and with minimal supervision to deliver objectives and proactively undertake development work to relating to the improvement of the administrative. They will
ensure that the reception and administration team carry out duties, working alongside the other guest relations officers to ensure all duties are completed in a timely manner.

The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals – one in Chelsea, London, and one in Sutton, Surrey – as well as a Medical Daycare Unit in Kingston Hospital.

At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.

At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.

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.