Embassy Patients Coordinator

Royal Marsden; Greater London; Remote; GBP 22,000 - 28,000; Full time

Job summary

The Royal Marsden NHS Foundation Trust in London seeks a highly motivated Arabic-speaking Administrator to join our International Patients Team on a full-time, on-site basis. You will support international patients from initial enquiry through to treatment and admission, coordinating with consultants and services to ensure a smooth patient journey.

The role blends office administration with face-to-face patient support, requiring excellent Arabic and English communication, strong organisation,

Qualifications

• Fluent in written and spoken Arabic.
• Educated to A-level or equivalent.
• Competent user of Microsoft Office.

Responsibilities

• Acting as a first point of contact for international patients, sponsors, and healthcare professionals via telephone, email, and in person.
• Managing appointments, patient bookings, and administrative processes efficiently and accurately.
• Providing face-to-face support to patients and visitors, assisting with enquiries, and ensuring a welcoming experience.
• Liaising closely with consultants, clinical teams, embassies, sponsors, and internal departments to coordinate patient care and appointments.
• Responding to queries and resolving issues in a professional, timely, and compassionate manner.
• Ensure that patients consistently receive their medical reports, Laboratory test results and imaging reports and CDs in a timely manner.
• Handling complaints sensitively and ensuring concerns are managed and escalated appropriately where required.
• Maintaining accurate records and ensuring all administrative tasks are completed to a high standard and within agreed timescales.

Skills

Arabic

English

Telephone manners

Organisational skills

Customer service

Education

A-level or equivalent

Tools

Microsoft Office

Job description

We are seeking a highly motivated and enthusiastic Arabic-speaking Administrator to join our International Patients Team on a full-time, on-site basis.

As part of a dedicated team, you will play a key role in delivering an exceptional service to international patients and their sponsors by supporting the patient journey from initial enquiry through to treatment and hospital admission.

You will work closely with consultants, clinical teams, and support services to ensure a seamless and positive experience for patients throughout their pathway.

The Royal Marsden has an international reputation for providing world-class cancer care. This role combines both office-based administrative responsibilities and face-to-face patient support, requiring excellent communication, organisational, and customer service skills.

The ideal candidate will have excellent Arabic and English communication skills, a professional telephone manner, strong organisational abilities, and a commitment to delivering outstanding patient-focused service in a busy and rewarding environment.

Main duties of the job

The successful post holder will be responsible for:

• Acting as a first point of contact for international patients, sponsors, and healthcare professionals via telephone, email, and in person.
• Managing appointments, patient bookings, and administrative processes efficiently and accurately.
• Providing face-to-face support to patients and visitors, assisting with enquiries, and ensuring a welcoming experience.
• Liaising closely with consultants, clinical teams, embassies, sponsors, and internal departments to coordinate patient care and appointments.
• Responding to queries and resolving issues in a professional, timely, and compassionate manner.
• Ensure that patients consistently receive their medical reports, Laboratory test results and imaging reports and Cd’s in a timely manner.
• Handling complaints sensitively and ensuring concerns are managed and escalated appropriately where required.
• Maintaining accurate records and ensuring all administrative tasks are completed to a high standard and within agreed timescales.

Working for our organisation

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, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.

Detailed job description and main responsibilities

For further information please refer to the job description and personal specification

Coordination of International Centre Team

To manage and act as the main point of contact for enquires from prospective patients, clinical teams, embassies, and relatives and to act as a call coordinator for the International Centre.

• Prepare the clinic list every morning and send it to the Arabic Advocates team to be aware of the activities on the day.
• Action the radiotherapy morning list.
• Filter and action the mornings patients’ daily list which is provided by the LOG Team as a priority task first in the morning, as the list contains updated information regarding log status, add on and cancelled appointments on the day at a short notice.
• Filter any urgent list provided by the LOG Team in the afternoon and in the evening.
• Place CD requests and communicate with the PACS and collect the CD once it’s ready. Make sure that the CD is signed for by the patient or their escort on collection and store the sign off sheet for reference.
• Place Histopathology requests and communicate with the laboratory and collect the blocks/slides from the lab once they are ready. Make sure that the Histopathology is signed for by the patient or their escort on collection and store the sign off sheet for reference.
• Prepare the final medical folder for the patient by the end of their treatment journey and coordinate with couriers occasionally for the purpose of collection.
• Facilitate to connect patients with the Hospital Macmillan Hotline.
• Obtaining prescriptions from the Stoma department and update patient and sponsor accordingly.

Qualifications/Training

• Fluent in written and spoken Arabic
• Educated to A-level or equivalent
• Competent user of Microsoft Office

Experience

• Experience of working in an environment providing direct customer service
• Appreciation of customer attitudes and expectations from diverse backgrounds
• Experience of working within a hospital or medical setting

Personal Attributes

• Highly organized; with strong time management skills and the ability to work independently, with minimum supervision
• Ability to communicate sensitively and courteously with patients and their families
• A tactful, diplomatic and empathetic attitude
• Professional outlook and presentable smart appearance

Skills, Knowledge and Abilities

• Ability to speak Arabic fluently
• Excellent communication and interpersonal skills
• Experience of effective team working
• Knowledge of NHS and private health care systems

Other Requirements

• Ability to work independently of supervision, on own initiative
• Ability to work in a pressured environment

The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.

As a Disability Confident Employer, we are working to create a workplace that enables all staff to reach their full potential. We are committed to this because we know that greater diversity and inclusion will lead to an even greater positive impact for the people we serve.

Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. We advise you to submit your application as early as possible to prevent disappointment. Please ensure your information is accurate to avoid errors with processing your application

All applicants will be contacted by email to the address supplied on your application. Applicants are advised to check their email accounts regularly and to ensure that email filters are set to allow our emails.

Flu Vaccination – What We Expect of our Staff

At The Royal Marsden we have an immune compromised patient population who we must protect as much as we can against the flu virus. Each year, seasonal flu affects thousands of people in the UK. Occurring mainly in winter, it is an infectious respiratory disease capable of producing symptoms ranging from those similar to a common cold, through to very severe or even fatal disease.

The wellbeing of our staff and patients is of the upmost importance to us, and it is the expectation of The Royal Marsden that all patient-facing staff have an annual flu vaccination, provided free of charge by the Trust.

Employer certification / accreditation badges

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.