Job summary
The Private Care Directorate is seeking an enthusiastic international patient relations officer to support the International Centre Team predominately at Sutton.We aim to provide an exceptional service to international patients and service users by facilitating the patient pathway from an enquiry to a hospital stay in a seamless manner, including working closely with other departments/consultants & their support services to make this process as smooth as possible for the patient.Royal Marsden has an international reputation for providing the highest quality of care to patients, and responsibilities as international patient relations officer are to provide face-to-face, telephone and video interpreting services to Arabic speaking patients and their families.The post holder will support the international patient activity across all sites and will be expected to cross cover within the Trust.
Main duties of the job
The role of the international patient relations officer is to provide face-to-face, telephone and video interpreting services to Arabic speaking patients.
The post holder will be responsible for providing comprehensive assistance to international patients, and will be responsible for ensuring the provision of an excellent standard of customer service to international patients and to hospital colleagues.
The successful candidate will be the contact person for all international patients receiving treatments at Sutton, Chelsea and Cavendish. To ensure patients receive efficient administration by informing patients of their appointments and responsive to individual patient and referrers' requests. Through demonstrating excellent communication skills patients will be supported and informed of the next steps within the treatment pathway.
The post holder will be working closely with the multi-disciplinary team, including consultants clinical and clerical staff. The candidate will be expected to work flexibly to suit the needs and demands of the international service provided to patients, families, and key stakeholders.
The post holder will support the international patient activity across all sites and will be expected to cross cover within the Trust for absent colleagues as and when required and to perform additional duties in unforeseen circumstances.
About us
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 HospitalAt 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 and learning and development opportunities. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
To provide full Arabic interpreting services, including cultural support to the international patients and their families. The role involves complex medical interpreting, including sensitive interpretation of terminal conditions directly to patients and their families. To act as the main point of contact for international patients in Sutton. To assist patients to communicate to all parties (medical staff, pharmacy, dieticians, and all Allied health care professionals and support staff) involved in the holistic care of the patient. Ensure consent is understood by the patient or their chosen advocate. To ensure proactive co-ordination of all Private Patients appointments. To maximise utilisations of private patient appointments to meet divisional and trust PP targets and KPIs Help patients maintain confidence and self-esteem by supporting dignity and respect through personalised care planning. Deliver interpreting/translating services to the hospital staff when requested Responsible for phone interpretation Responsible for document translation
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
To provide full Arabic interpreting services, including cultural support to the international patients and their families. The role involves complex medical interpreting, including sensitive interpretation of terminal conditions directly to patients and their families. To act as the main point of contact for international patients in Sutton. To assist patients to communicate to all parties (medical staff, pharmacy, dieticians, and all Allied health care professionals and support staff) involved in the holistic care of the patient. Ensure consent is understood by the patient or their chosen advocate. To ensure proactive co-ordination of all Private Patients appointments. To maximise utilisations of private patient appointments to meet divisional and trust PP targets and KPIs Help patients maintain confidence and self-esteem by supporting dignity and respect through personalised care planning. Deliver interpreting/translating services to the hospital staff when requested Responsible for phone interpretation Responsible for document translation
Person Specification
Education/Qualifications
Essential
- Good academic standard - A level or equivalent years experience
Desirable
- Degree
- Qualification in Interpreting
- NHS experience
Experience
Essential
- experience of working as a medical interpreter
- Knowledge of cultural differences
- Previous experience of working in a hospital setting
- Use of internet & email
- Experience working in a multi-disciplinary team environment
- Experience of a patient administration system
- IT skills as a minimum Word and excel
Desirable
- Customer care experience or training.
Skills Abilities/knowledge
Essential
- Fluent in English and Arabic.
- Ability to communicate verbally in a clear and effective way both face to face and by phone.
- Excellent interpersonal and verbal communication skills
- Ability to make decisions, organise and prioritise under pressure.
- Good keyboard and computer skills
- Ability to prioritise workload and adjust own work in the light of unexpected events or changing priorities using own initiative
- Ability to work under pressure and maintain a positive approach.
- Ability to deal effectively with a wide range of people (e.g. medical nursing, managerial and administrative) and work as part of a team.
- Diligent, reliable and adaptable
- Demonstrate evidence of commitment to customer care initiatives.
- Proactive approach to identifying & making positive changes for staff and patients
Desirable
- Computer literacy including Word and Excel.
- Knowledge of medical terminology
Person Specification
Education/Qualifications
Essential
- Good academic standard - A level or equivalent years experience
Desirable
- Degree
- Qualification in Interpreting
- NHS experience
Experience
Essential
- experience of working as a medical interpreter
- Knowledge of cultural differences
- Previous experience of working in a hospital setting
- Use of internet & email
- Experience working in a multi-disciplinary team environment
- Experience of a patient administration system
- IT skills as a minimum Word and excel
Desirable
- Customer care experience or training.
Skills Abilities/knowledge
Essential
- Fluent in English and Arabic.
- Ability to communicate verbally in a clear and effective way both face to face and by phone.
- Excellent interpersonal and verbal communication skills
- Ability to make decisions, organise and prioritise under pressure.
- Good keyboard and computer skills
- Ability to prioritise workload and adjust own work in the light of unexpected events or changing priorities using own initiative
- Ability to work under pressure and maintain a positive approach.
- Ability to deal effectively with a wide range of people (e.g. medical nursing, managerial and administrative) and work as part of a team.
- Diligent, reliable and adaptable
- Demonstrate evidence of commitment to customer care initiatives.
- Proactive approach to identifying & making positive changes for staff and patients
Desirable
- Computer literacy including Word and Excel.
- Knowledge of medical terminology
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
