Arabic Speaking Patient Coordinator - Cross Site
Guy's and St Thomas' NHS Foundation Trust
To provide a high quality, Arabic interpreting service for patients and their families from the Middle East. This will include complex medical interpreting.
In addition, the interpreter will provide administrative assistance, ensuring all necessary documentation is appropriately completed.
To work together with the International Liaison Manager and the extended Private Patient team to ensure continuous improvement of the processes and procedures for the flow of Middle Eastern patients.
To participate in the rota system for Royal Brompton, Harefield and Wimpole Street facilities, including on-call out of hours.
Main duties of the job
To provide a Gold Standard customer service to private patients and their relatives/friends, ensuring a high-quality information service is provided for the patient and their third party if required pre-admission, during the patient's stay, and on discharge.
Ability to work flexibly covering shifts 8am - 9pm on a rota basis, including weekend working.
To provide a full Arabic interpreting service for any private patients requiring this facility; you will therefore be required to carry an on-call mobile on a rota basis to cover 24/7 as needed.
To provide a welcoming front of house reception to the Private Department, offering an informative, efficient, polite, and professional service. Responding to all bleeps, emails, and telephone enquiries in a polite and timely manner.
You will be required to liaise with international organizations and embassies on the status of booked, current, and planned patients. This involves liaising with consultants, secretaries, and other departments regarding appointments for international patients. You will develop good working relationships with these and other colleagues, providing an exemplary service at all times.
You will be responsible for registering new patients and checking the demographic details of follow-up patients using both the Lorenzo system and Compucare.
About us
All staff will commit to:
* Act with honesty and integrity at all times
* Demonstrate respect for others and value diversity
* Focus on the patient and internal and external customers at all times
* Make an active contribution to developing the service
* Learn from and share experience and knowledge
* Keep others informed of issues of importance and relevance
* Consciously review mistakes and successes to improve performance
* Act as ambassadors for their directorate and the Trust
* Be aware of the impact of their own behavior on others
* Be discreet and aware of issues requiring confidentiality
Salaries within the NHS are based on a step system; if you have no experience within the NHS previously, you will be placed on the starter salary rather than the maximum.
Job responsibilities
The International Patients Manager will manage the schedules. It is your responsibility to ensure you are able to undertake the agreed schedule and, if not, to notify the manager in a timely manner.
Your role will be varied and include activities such as ensuring all Letters of Guarantee and medical reports are requested and obtained and that all key information is uploaded to the Compucare system. Additionally, making follow-up appointments for consultations and diagnostic tests for in or out patients and ensuring embassies and patients are aware of timings and locations.
For inpatients, you will ensure the patient and family are oriented to the ward, explaining the nurse call button and available facilities. You will assist in the translation and delivery of instructions (verbal and written) for patients regarding medication or physiotherapy exercises.
Where necessary, cover will be required across the different hospital sites.
Supporting and guiding patients and their families throughout their patient journey, ensuring any issues are highlighted, documented, and escalated to the appropriate person. Both verbal and written complex medical interpreting is required for all heart and lung patients in outpatient and inpatient settings. Explanation of patient treatment plans will include various conditions, including end of life.
Person Specification
EDUCATION & QUALIFICATIONS
* Educated to Degree qualification or equivalent
EXPERIENCE & KNOWLEDGE
* Experience of working in a private healthcare environment with direct patient contact
* Fluent in Arabic (written & oral)
* Experience of using Compucare 8, EPIC
PERSONAL QUALITIES
* Excellent in all modes of communication
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and as such, it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Address
Royal Brompton, Harefield and Wimpole Street facilities
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