GuestRelations& SchedulingAdministrator

• 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.

• 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

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

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

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)

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