Arabic Speaking Patient Co-ordinator - Royal Brompton Hospital London, England
Job description
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.
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, for the duration of 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 and when required.
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 organisations and Embassies on the status of booked, current and planned patients. This involves liaising with consultants, secretaries and other departments with regard to 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 .
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 customer 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 behaviour on others
- Be discreet and aware of issues requiring confidentiality
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 and when required.
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 organisations and Embassies on the status of booked, current and planned patients. This involves liaising with consultants, secretaries and other departments with regard to 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 .
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. As well as 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 etc.
For inpatients you will ensure the patient and family are orientated to the ward explaining the nurse call button and facilities available to them. You will assist in the translation and delivery of instructions (Verbal and written) for patients with regards to medication or physio exercises etc.
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 different conditions, including end of life.
