International Patient Relations Officer

3 weeks ago


Chelsea, United Kingdom The Royal Marsden NHS Foundation Trust Full time

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.

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 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.

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 Hospital
At 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.

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



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