Job Description

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.



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 further information, please refer to the /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.