Detailed job description and main responsibilities

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 attachés

- 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.