About this role
Job summary
We are recruiting a Guest Relations & Scheduling administrator for our Sutton branch in Surrey. Providing a responsive and caring reception and administrative/ scheduling service to our patients and health care teams, you will gain experience of delivering customer service at the highest level. There will be opportunities 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 0800 to 2000 Monday to Friday cross site depending on service needs.
Main duties of the job
To provide a high-quality, patient-focused service across Private Care Outpatients, Private Medical Day Unit (PPMDU) & Robert Tiffany Reception Desk, combining guest relations, administrative and scheduling responsibilities. The post holder will ensure a seamless patient pathway by coordinating appointments, supporting clinic and day unit activity, and delivering an excellent front-of-house/Guest Relations experience for patients and relatives. This role is integral to maintaining flow, capacity, and patient experience across the Sutton Private Care Service. The post holder will prioritise either front of house or scheduling responsibilities depending on daily service demand via team rota.
About us
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.
Job description Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification
Patient Experience & Guest Relations (Front of House) o Deliver a professional, welcoming, and patient-centred reception service o Meet and greet all patients and visitors, ensuring a high standard of customer care o Support vulnerable or distressed patients in a calm and empathetic manner o Manage a high volume of queries (face-to-face, telephone, and email) o Support patient wayfinding and overall experience within the department o Ensure all patient areas are maintained to high hospitality standards, including: o Waiting areas Scheduling & Capacity Management o Coordinate patient appointments across MDU and outpatient clinics o Schedule treatments and clinics in line with clinical priorities and service capacity o Ensure all patients leave with appropriate follow-up appointments where required o Monitor and proactively manage clinic capacity, including: o Rescheduling where needed o Liaising with clinical teams, pharmacy, and admin teams Clinic & Day Unit Coordination o Support daily clinic preparation and activity o Liaise with clinical teams to ensure smooth running of clinics and treatment sessions o Track and follow up on outstanding actions (e.g., prescriptions, requests, bookings) o Work closely with nursing staff to coordinate patient flow within the unit o Support patient admissions, discharges, and activity tracking within the day unit
Person Specification
Attainments Essential
Good general education (GCSE or equivalent) qualification Desirable Application / Interview Good working knowledge of PC applications and computer literate
Desirable
AMSPAR or equivalent medical terminology qualification Customer Care course / training
Experience Essential
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. Essential Application /Interview Ability to handle sensitive information without compromising confidentiality or trust
Desirable
Experience of working in a hospital or healthcare environment Desirable Application /Interview Experience of providing a private care service Previous experience within a cancer setting
Job Related Skills Essential
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
Ability to use Royal Marsden Epic system Knowledge of Medical Terminology (ideally within a cancer setting)
Personal Skills Essential
Fluent in English 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
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name The Royal Marsden NHS Foundation Trust
Address The Royal Marsden Sutton
Sutton
SM2 5PT
United Kingdom
Employer's website https://www.royalmarsden.nhs.uk/working-royal-marsden (Opens in a new tab)