Guest Relations Officer


Company:	NHS Jobs
Salary:	£34,186 to £37,389 a year
Hours:	Full-time
Location:	Cavendish Square, London, W1G 0PL
Job type:	Permanent
Posting date:	9 Sept 2026
Closing date:	23 Sept 2026

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Summary

For detailed job description and person specification please see attached documents: Arabic speaking skills are essential for this role 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 Team Leader/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 forany urgent/emergency bookings requested by consultants, nursing staff or the patient in a timely manner to ensure authorisation is requested for payment. To ensure all patient activity is accurately recorded in real time, including capturing all outpatient procedures undertaken and patient arrival and departure times. Comply with the Did Not Attend Policy and to ensure that clinic screens are cleared daily to comply with Quality Assurance. To calculate charges for non-sponsored activity by reference to a table of charges and obtain payment (by credit card) from patients as required, ensuring these are taken in line with Trust policy anddocumented appropriately. To assist nurses and other members of the multi-disciplinary team with administrative duties as requested. Attend and actively participate in staff meetings and other meetings within the Trust as requested by your Team Leader. To proactively contribute to service developments and actively implement changes that would enhance working procedures. To order stationery for the unit.

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