Embassy Patients Coordinator

Job summary

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.

About us

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.

Job 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 prospectivepatients, clinical teams, embassies, and relatives and to act as a call coordinator forthe International Centre. Prepare the clinic list every morning and send it to the Arabic Advocates teamto 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 LOGTeam as a priority task first in the morning, as the list contains updatedinformation regarding log status, add on and cancelled appointments on theday at a short notice. Filter any urgent list provided by the LOG Team in the afternoon and in theevening.

Place CD requests and communicate with the PACS and collect the CD onceits ready. Make sure that the CD is signed for by the patient or their escort oncollection and store the sign off sheet for reference. Place Histopathology requests and communicate with the laboratory andcollect the blocks/slides from the lab once they are ready.

Make sure that theHistopathology is signed for by the patient or their escort on collection andstore the sign off sheet for reference. Prepare the final medical folder for the patient by the end of their treatmentjourney and coordinate with couriers occasionally for the purpose ofcollection. Facilitate to connect patients with the Hospital Macmillan Hotline.

Obtaining prescriptions from the Stoma department and update patient andsponsor accordingly.

Person Specification

Qualifications/Training

Essential

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

Experience · Essential

Experience of working in an environment providing direct customer service Appreciation of customer attitudes and expectations from diverse backgrounds

Desirable

Experience of working within a hospital or medical setting

Personal Attributes · Essential

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 · Essential

Ability to speak Arabic fluently Excellent communication and interpersonal skills Experience of effective team working

Desirable

Knowledge of NHS and private health care systems Other Requirements

Essential

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

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.