Job summary
At UCLH (University College London Hospitals NHS Foundation Trust) our success starts with you.
This is an exciting opportunity to join one of the largest and most successful Foundation Trusts in the UK with an international reputation and a tradition of innovation.
UCLH has ambitious plans to develop its private patient services and improve processes to support patient care and significantly increase income. This post is an exciting opportunity to join the Private Healthcare team, working alongside clinicians and patients to provide high quality care.
Arabic Advocate- Band 5
Reporting to the manager of the International Patient Office, this post 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 at UCLH.
Main duties of the job
The post holder will act as a point of contact, ensuring effective co-ordination of the patient journey in all aspects of their treatment. They will be required to work closely with the various embassies and third parties who may sponsor patient treatment, co-ordinating all administrative 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 UCLH.
The Arabic Advocate will be responsible for developing processes to minimise financial risk to the trust, ensuring that funding authorisations are in place and agreed accordingly between Embassies and Billing teams ahead of treatments.
To be successful in this role, you will need to demonstrate you have significant experience in advocacy services. You will have excellent communication and organisational skills with the ability to negotiate and liaise effectively within clinical and non-clinical teams across the trust and external organisations.
This is an exciting opportunity to join a fantastic team and have direct impact on patient care for Arabic speaking patients at UCLH.
About us
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
- University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
- National Hospital for Neurology and Neurosurgery
- Royal National ENT and Eastman Dental Hospitals
- University College Hospital Grafton Way Building
- Royal London Hospital for Integrated Medicine
- University College Hospital Macmillan Cancer Centre
- The Hospital for Tropical Diseases
- University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
At UCLH, we have a real 'One Team' ethos, and our values - safety, kindness, teamwork and improving, are central to the way we work. This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.
Job description
Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Job description
Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Person Specification
Knowledge and Qualifications
Essential
- NVQ level 4 or equivalent experience
- Knowledge and understanding of cultural differences that may impact on delivery of care to the patient
- Detailed knowledge and understanding of the Middle-East Private Patients market
Desirable
- Qualification in Public Services Interpreting
- AMSPAR certificate in Medical Terminology
- Counselling qualification / skills
Experience
Essential
- Significant previous experience as an interpreter within a medical / hospital setting
- Experience of working in an environment providing direct customer service
- Significant experience in understanding cultural differences that may impact on delivery of care to the patient
- Experience of working in an environment with patient contact
Desirable
- Knowledge of Consent to Treatment, Patient Confidentiality, Data protection and the law
Skills and Abilities
Essential
- Knowledge of medical terminology (to AMSPAR level or equivalent) and to be able to translate speedily and accurately
- Fluent in English and Arabic (written & oral) as native language or equivalent language qualification to degree level
Desirable
Communication
Essential
- Ability to deal professionally and sensitively with patients, carers, and public face to face and via phone
- An ability to show initiative and empathy when dealing with all situations, especially delivering distressing news to patients and their families
- Able to communicate complex or sensitive personal information clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives).
- Excellent communication skills, including the ability to liaise, negotiate and influence effectively with a variety of people, including medical and non -medical teams.
Personal Qualities
Essential
- Understanding of a diverse multi - cultural work environment
- Flexible approach to work
Person Specification
Knowledge and Qualifications
Essential
- NVQ level 4 or equivalent experience
- Knowledge and understanding of cultural differences that may impact on delivery of care to the patient
- Detailed knowledge and understanding of the Middle-East Private Patients market
Desirable
- Qualification in Public Services Interpreting
- AMSPAR certificate in Medical Terminology
- Counselling qualification / skills
Experience
Essential
- Significant previous experience as an interpreter within a medical / hospital setting
- Experience of working in an environment providing direct customer service
- Significant experience in understanding cultural differences that may impact on delivery of care to the patient
- Experience of working in an environment with patient contact
Desirable
- Knowledge of Consent to Treatment, Patient Confidentiality, Data protection and the law
Skills and Abilities
Essential
- Knowledge of medical terminology (to AMSPAR level or equivalent) and to be able to translate speedily and accurately
- Fluent in English and Arabic (written & oral) as native language or equivalent language qualification to degree level
Desirable
Communication
Essential
- Ability to deal professionally and sensitively with patients, carers, and public face to face and via phone
- An ability to show initiative and empathy when dealing with all situations, especially delivering distressing news to patients and their families
- Able to communicate complex or sensitive personal information clearly and sensitively with a wide range of patients, in situations where there may be barriers to understanding (e.g. language difficulties, anxious or distressed patients or relatives).
- Excellent communication skills, including the ability to liaise, negotiate and influence effectively with a variety of people, including medical and non -medical teams.
Personal Qualities
Essential
- Understanding of a diverse multi - cultural work environment
- Flexible approach to work
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
