Apprentice Guest Relations Officer

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 To meet and greet all patients and visitors in a professional, courteous and friendly manner Maintain composure and resilience under pressure, dealing calmly and sensitively with vulnerable patients and a range of difficult situations To manage a high volume of patients with complex needs on a daily basis, both face-to-face and over the telephone and email To deal proactively and effectively with a wide range of enquiries from clinicians, nurses, administrative and management colleagues To follow the opening and closing guidelines for Chelsea private outpatient receptions and following greeting templates used for answering the telephones and welcoming patients To communicate effectively with patients in relation to their use of The Royal Marsden Chelsea, guiding patients on arrival as required To re-organise appointments at the request of patients or medical staff or other admin teams and to inform patients where necessary To book or arrange appointments for clinics within the Royal Marsden as requested To prepare clinical documentation ready for clinic To document all patient procedures and outcomes on the patient record To ensure that all follow-up patient appointments are booked accurately and to liaise with clinics and/or other admin teams such as Medical Secretaries regarding overbookings to minimise patient waiting times To have a working understanding of medical terminology to read clinical letters and take action on outcomes, lost-to-follow-up patient reviews and further appointments/diagnostic booking requests To audit all patient outcomes from clinic and ensure that appropriate action/discharge is undertaken

Training:
Business Administrator Level 3 Apprenticeship Standard PMA will deiver the training - through an oline delivery method Sessions will be delivered once a month using Microsoft Teams

Training Outcome:
Guest Relations Officer

Employer Description:
The Royal Marsden has a vital role in championing change and improvement in cancer care through research and innovation, education and leading-edge practice. We are incredibly proud of our international reputation for pushing the boundaries and for our groundbreaking work ensuring patients receive the very latest and best in cancer treatment and care.

Working Hours :
Shifts as required between Monday - Friday, 7.40am - 8.00pm

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Team working,Non judgemental,Patience