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.
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.
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 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
