Location
Chelsea and Westminster Hospital, Fulham Road, London

Hours
Flexible hours in accordance with service requirements, ensuring an Advocate service is available between 8:00am and 8:00pm Monday to Friday

Salary
£34,186 per annum

About the Role
Provide a full Arabic interpreting service, both oral and written, and cultural support to private patients and their families within a demanding hospital environment. This role involves complex medical interpreting, including sensitive communication of complex medical conditions directly to patients and their families. You will orientate patients to the hospital and coordinate their journey throughout treatment, including outpatient appointments, admissions, diagnostic testing, and where necessary, presence during surgical procedures and post-operative recovery.

Act as the first point of contact for all Arabic patients and their families, visiting inpatients daily to address any concerns or dissatisfaction and take appropriate action. Manage caseload proactively, especially when there are large numbers of patients attending the Trust.

Provide quality information services throughout the patient’s treatment, including out-of-hours emergencies, information leaflets, catering options, medication, local amenities, hotel accommodation, and transport facilities.

Assist patients in communicating with medical staff such as consultants, junior doctors, nursing staff, pharmacists, therapists, and support staff involved in holistic care. Ensure patients’ written consent to clinical interventions is obtained by verbatim interpretation in the presence of the treating consultant, addressing any patient concerns.

Manage patient and relative expectations regarding medical reports, discharge, and ensure reasonable demands on Trust staff while maintaining a first-class service. Liaise closely with private medical secretaries to ensure timely issuance of appointment confirmation letters to facilitate patient/family travel visas.

Handle stressful situations with tact, diplomacy, and empathy, supporting bereaved families with necessary arrangements including death registration and liaising with undertakers, Trust facilities, and embassies or third-party sponsors regarding repatriation.

Establish excellent working relationships with Middle Eastern Embassies and third-party sponsors, providing high standards of customer service and escalating concerns to the Head of International Services.

Work as part of the C&W Private Healthcare team to ensure smooth running of private patient services and adhere to all Trust and Private Practice policies and procedures.

Comply with Trust policies on equality, diversity, safety, infection prevention, confidentiality, and data protection. Be prepared to undertake alternative duties and variable location work during significant incidents or pandemics as required by the Civil Contingencies Act 2004.

Undertake any other duties commensurate with the post and work under supervision or within Trust policy, seeking clarification when necessary.

Experience
Proven experience in Arabic interpreting, preferably within a medical or healthcare setting. Experience handling complex and sensitive medical information and working with diverse patient groups is essential. Ability to manage stressful situations with tact and empathy is required.

About you
Excellent communication and interpersonal skills with the ability to build rapport with patients, families, medical staff, and external agencies such as embassies. Strong organizational skills to manage caseloads proactively and coordinate patient journeys effectively. Ability to work flexibly and as part of a multidisciplinary team. Commitment to maintaining confidentiality, equality, diversity, and high standards of customer service.

Qualifications
Fluency in Arabic and English, both oral and written. Formal qualifications or accreditation in interpreting or translation are desirable but not mandatory. Knowledge of medical terminology and healthcare procedures is advantageous. Commitment to ongoing professional development and adherence to Trust policies and procedures.