Private Patient Liaison Officer Middle East - London, United Kingdom - Guy's and St Thomas' NHS Foundation Trust

Guy's and St Thomas' NHS Foundation Trust

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Private Patient Liaison Officer Middle East is responsible for providing an excellent liaison services to support both existing and new relationships with local Embassies and Health Offices who refer patients for private medical care and/or treatment at Guy's and St Thomas' NHS Foundation
Trust.

The Private Patient Liaison Officer will deliver an effective and responsive liaison service between private patient, hospital teams ,consultants and London embassies/Health Offices and other organisations.

The post holder will work with referring organisations in order to streamline access to Trust services and to manage patient pathways efficiently and offer a high quality patient experience and provide professional Arabic Interpreting & Translation services within both clinical and non-clinical settings involving Middle Eastern private patients, consultants, other clinical staff and managers.

The Private Patient Liaison Officer will support Guy's and St Thomas' NHS Foundation Trust through active relationship building with London embassies and health offices by promoting the Trust's clinical services, specialties and consultants, in order to increase the contribution that Private Patient services make to NHS
services.

Our values help us to define and develop our culture, what we do and how we do it. It is important that you understand and reflect these values throughout your employment with the Trust.

The post holder will:

Put patients first
Take pride in what they do
Respect others
Strive to be the best
Act with integrity

Our values and behaviours framework describes what it means for every one of us in the Trust to put our values into action.

The framework can be found on our Trust careers pages and GTI intranet.

Responsibilities:

Interpreting & translation services

To provide Interpreting & translation services within a clinical setting involving Middle Eastern private patients, Trust consultants, other clinical staff and management.

Undertake both verbal and written translation requirements.
Ensure that patients understand what is being said to them and are fully informed before signing any consent to treatment forms
Identify and discuss any patient concerns or fears and ensure unnecessary patient anxiety is avoided. Escalate as required.
To complete written translation of correspondence and medical documentation relating to Arabic speaking patient's hospital attendances or admissions.
To ensure patient confidentiality at all times.
Translate within the context of GSTT values and 'show we care' principles.
Referral administration

When required in Arabic, to ensure all the appropriate information is collected from the referrer so that a full and effective clinical assessment can be made.

When required in Arabic, to work with the admissions team to communicate the proposed care plan and costs to the patient, embassy or insurer.

If a direct referral is received, ensure it is logged with this admission teams.
Support the Trust and senior management teams to build positive relations with Middle Eastern Embassy's resulting in increased referrals.
Patient administration

The post holder is expected to liaise with patients, clinical staff and admissions, to ensure that patient activity is collected and documented daily.

Provide updates to Embassies, families or other referring institution. Informing them of patient progress.
Ensure that payment is being documented and collected throughout the patients stay.
Ensure that patients and visitors are well informed and that messages are communicated promptly.

Respond to enquiries in a courteous and efficient manner ensuring that a high standard of customer care is provided at all times.

Provide a courteous and efficient point of contact for patients both face to face and over the telephone.
Resolve queries in a timely manner, seeking assistance and appropriately escalate issues as required.

Ensure all patients demographic details are checked with the patient and any amendments/corrections are made in an accurate and timely fashion.

Ensure all patient data and pricing information is kept confidential.

Be responsible for ensuring that any personal information belonging to staff or patients that they access must be stored, processed and forwarded in a secure and appropriate manner.

Patient Liaison

To welcome and escort Arabic-speaking patients attending appointments or admissions at the Trust, explaining the facilities and procedures including all relevant health and safety information.

Provide day to day liaison support between administrative staff, clinical staff, Embassy's, sponsors, families and Middle Eastern private patients.

Notify relevant managers of any embassy hospital visit and support the relevant management in chaperoning embassy visits to the hospital.

Within reason, provide support and orientation to the
families of Middle Eastern patients to include GSTT and other accommodation recommendations.
Notify relevant manager of an