Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview 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, 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 . Working for our organisation 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 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. Detailed job description and main 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. 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. Person specification EDUCATION & QUALIFICATIONS Essential criteria Educated to Degree qualification or equivalent Desirable criteria Interpreting qualifications EXPERIENCE & KNOWLEDGE Essential criteria Experience of working in a Private healthcare environment with direct Patient contact Fluent in Arabic (written & oral) Desirable criteria Experience of using Compucare 8, EPIC PERSONAL QUALITIES Essential criteria Excellent in all modes of communications Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Applicant requirements The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. Further details / informal visits contact Name Fred Sendaula Job title Private Patients General Manager Email address [email protected] Telephone number 02073518466 Additional information Afnan Hashem International Liaison Manager [email protected] 02073518466 ------------ Tejiri Ahweyevu International Private Patient Service Manager [email protected]