Job Description

Reporting to the Head of International Services, the post holder will be responsible for providing interpreting and advocacy support to the patients and families, consultants, medical staff and other multidisciplinary professionals that have input in the care and management of Arabic-speaking private patients.



The post holder will act as a point of contact, ensuring effective co-ordination of the patient journey in all aspects of their treatment. He/ She will be required to work closely with the various embassies and third parties who may sponsor patient treatment, co-ordinating all administrative and financial requirements relating to these patients. Additionally, the post holder will provide first line pastoral care and orientation to the patients and their families, ensuring they are appropriately supported for the duration of their treatment at C&W.



Reporting to the Head of International Services, the post holder will be responsible for providing interpreting and advocacy support to the patients and families, consultants, medical staff and other multidisciplinary professionals that have input in the care and management of Arabic-speaking private patients.



The post holder will act as a point of contact, ensuring effective co-ordination of the patient journey in all aspects of their treatment. He/ She will be required to work closely with the various embassies and third parties who may sponsor patient treatment, co-ordinating all administrative and financial requirements relating to these patients. Additionally, the post holder will provide first line pastoral care and orientation to the patients and their families, ensuring they are appropriately supported for the duration of their treatment at C&W.



Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital--along with award-winning clinics across North West London.



Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children's services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.



We continually invest in our facilities, including a 30m expansion of critical care at Chelsea and Westminster and an 80m Ambulatory Diagnostic Centre at West Middlesex.



We are committed to equal opportunities and believe that diversity drives innovation and excellence. As part of our dedication to equity, we actively welcome applications from individuals from the global majority, veterans and underrepresented communities. We value the unique perspectives and experiences that diverse teams bring and are committed to creating an environment where all voices are heard, respected, and empowered to succeed."



If you haven't heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.



Some roles may require weekend shifts at multiple sites.



Key Working Relationships



The Arabic Advocate will work closely with the following staff groups:

Internal relationships:

Trust consultants Junior medical staff Nursing staff Multidisciplinary professionals, including ward based teams e.g. Physiotherapists, pharmacists Finance billing team Private healthcare administrative staff

External Relationships:

Embassy medical attaches Embassy doctors Embassy finance team Third party customer service teams, for example hotel and airlines companies

Key Results Areas



To provide high quality advocacy to Arabic-speaking private patients, ensuing appropriate support is offered throughout their treatment by way of comprehensive interpretation service. To provide pastoral support to patients and their families, liaising between clinical and non-clinical teams to ensure any queries and concerns are addressed appropriately. To minimise financial risk to the trust by ensuring that funding authorisations are in place and agreed accordingly between Embassies and Billing teams. To provide pathway coordination for private patients, acting as a source of advice and support for all matters, and/or resolving particularly sensitive or complex issues.

Main Duties and Responsibilities



Advocacy - Patient / Customer Care



Provide a full Arabic interpreting service, both oral and written, and cultural support to private patients and their families within a demanding environment. The role will involve complex medical interpreting, including sensitive interpretation of complex medical conditions direct to patients and their families. Orientate the patient to the hospital and to co-ordinate the patient journey throughout their treatment, including outpatient appointments, admissions, and diagnostic testing. It may be necessary to be present during some surgical procedures and post-operative recovery where necessary. Be the first point of contact of all Arabic patients and their families. You will be required to visit all Arabic inpatients daily and to give them the opportunity to discuss any areas of concern or dissatisfaction that they may have and to take appropriate action to resolve. Meet with patients and their families in a timely manner and to manage caseload proactively when there is a large number of patients attending the Trust for treatment. Provide a quality information service for patients throughout their treatment with us for example out-of-hours emergencies, information leaflets, catering options, medication etc. In addition, provide information on local amenities, hotel accommodation and transport facilities where necessary. Assist patients to communicate with medical staff, for example their consultant, other junior doctors, nursing staff, pharmacists, therapists and all support staff involved in the holistic care of the patient. Ensure that each patient's written consent to any clinical intervention is obtained by verbatim interpretation in the presence of the treating consultant, and that any concerns or queries from the patient are addressed.

Manage patient and relatives' expectations regarding the issuing of medical reports, discharge from care etc, whilst ensuring that unreasonable demands are not made of Trust staff whilst providing a first class service.



Liaise closely with private medical secretaries to ensure that all new appointment confirmation letters are issued speedily to ensure that the patients / family travel visas can be obtained without delay. Deal with stressful situations that may arise when dealing with patients who are anxious or

Dis-stressed, or where there are barriers to understanding, using tact, diplomacy and empathy at all times and in line with Trust values.



Provide support and guidance for bereaved families when a patient dies. Assist with necessary arrangements including registering the death and liaising with undertakers, trust facilities department and appropriate Embassy or third party sponsor regarding repatriation. Establish excellent working relationships with the various Middle Eastern Embassies and third party sponsors, providing the highest standard of customer service, escalating any concerns they may have to the Head of International Services

Financial risk management



Liaise with the various Middle Eastern embassies and third party sponsors to ensure that the relevant financial documentation (particularly Letters of Guarantee) are received prior to patients attending the hospital in order to confirm that medical cover is available and that all Trust costs will be met. Work with the private patient billing staff to obtain any missing Letters of Guarantee (including any non-elective /unplanned care, which should be requested within one working day of admission). Work with the private patient team to ensure that all self-funding Middle Eastern patient accounts are kept in credit at all times and that additional funds are requested when required. Liaise with medical and private patient secretarial staff to obtain medical reports which are requested by the Embassies or third party sponsors to ensure continued sponsorship.

Administrative Responsibilities



Be an efficient user of the Trust's e-mail and electronic patient record systems in order to produce accurate correspondence for patients. Assist with initial enquiries and the coordination of any new Middle Eastern private patient referrals, ensuring they are managed in accordance with the Trust's process for new private patient enquiries. Be responsible for obtaining and filing all Letters of Guarantee within set departmental procedures. Ensure that all Letters of Guarantee have been recorded on the appropriate system and communicated to the relevant teams. Ensure that all new patient registration information is obtained including temporary UK address and contact details for patients and families. Proactively monitor the patient pathway in order to ensure that all elements of a patients care

are arranged appropriately, and in a timely manner.



Provide cross cover for other administrative staff within Advocacy team, as required during periods of absence to ensure a consistently high level of service is provided. Act as a mentor to other members of the team, ensuring that good team working is promoted.

Other General Responsibilities



Adhere to all Trust and Private Practice policies and procedures. Work as part of C&W Private Healthcare team in ensuring the smooth running of private patient services. Work flexible hours in accordance with service requirements, ensuring that an Advocate service is available as required between the core hours of 8.00am and 8:00pm Monday to Friday. * Undertake any other duties deemed commensurate with the post.