Location
The Royal Marsden Private Care Cavendish Square, London

Hours
Full Time - hours to be confirmed

Salary
£34,186 per annum

About the Role
As a Guest Relations Officer, you will ensure appropriate assistance is available to all patients, understanding and meeting their needs with professionalism and empathy. You will proactively deliver patient requests, handling sensitive and emotional situations using appropriate language and reassurance. You will address patient concerns and complaints promptly, using your problem-solving skills to resolve issues or escalate them to the Team Leader or Nurse in Charge when necessary. You will work closely with medical, nursing, clinical support, and administration staff to maintain high communication standards and ensure a seamless patient pathway.

You will liaise with the Private Care Accounts team regarding the financial status of patients attending clinics, ensuring all flagged patients for payment or registration are managed before appointments or procedures. Patients without funding in place will not be sent through for consultation until funding is resolved.

It is essential to accurately record all patient activity on relevant electronic systems in real time, including outpatient procedures, patient arrival, and departure times. You will ensure Embassy-sponsored patients have a Letter of Guarantee for all appointments, tests, and procedures, working directly with the international team for urgent or emergency bookings to secure payment authorisation.

You will comply with the Did Not Attend Policy and ensure clinic screens are cleared daily to meet Quality Assurance standards. You will calculate charges for non-sponsored activity according to the Trust’s table of charges and obtain payment by credit card as required, documenting all transactions appropriately.

Additionally, you will assist nurses and other multidisciplinary team members with administrative duties, participate actively in staff and Trust meetings as requested, contribute to service developments, implement procedural improvements, and manage stationery orders for the unit.

Experience
Arabic speaking skills are essential for this role. Experience in a healthcare or patient-facing environment is advantageous but not explicitly required.

About you
You are professional, empathetic, and able to handle sensitive and emotional situations with reassurance and appropriate language. You have strong communication and problem-solving skills, work well within a multidisciplinary team, and are proactive in contributing to service improvements. You are organised, detail-oriented, and able to manage financial and administrative tasks accurately.

Qualifications
Specific qualifications are not detailed; however, fluency in Arabic and a commitment to delivering excellent patient care are essential.