Bilingual Clinic Support Specialist/Interpreter

Outside In operates under a harm reduction-model and serves as a primary care home to a diverse population of clients including, but not limited to, those who are underserved, marginalized, low income, and experiencing homelessness. The Clinic Support Specialist/ Interpreter is essential to our multi-disciplinary medical team, filling a variety of roles for our downtown and east medical clinic. This role also provides call center and appointment scheduling, conducts new patient registration including our patient education and orientation process, and assists with insurance (Oregon Health Plan) navigation. Bilingual Spanish & English is a requirement of this position.

This position will be expected to cover shifts at both the Front Desk and Call Center including our late clinic, Tuesday and Wednesday 5:00 - 7:00 pm. This is a full time position with benefits. Represented, Union membership is required.

Essential Duties

Medical office coordination

• Assist with training of front office, call center, and/or volunteers;
• Be an engaged team member of a Patient Centered Primary Care Medical Home care team;
• Coordinate with back clinic staff to ensure accurate scheduling of appointments;
• Answer phone calls and assist with Call Center coverage, when needed;

Medical Interpretation

• Have Oregon Qualified Health Care Interpreter status, or must enroll in the next available course after 6-month probation and obtain within 90 days once interpreter application is submitted to Oregon Health Authority (OHA);
• Assure written translation and verbal interpretation for Spanish speaking patients as needed; update bilingual English and Spanish information for clients referral documents; ensure delegation of tasks for timely completion;
• Oversee facilitation of interpretation needs for clinic patients and providers; seek solutions to filling interpreting needs in a way that promotes ease of access for patients and is considerate of cost for clinic;
• Maintain a working knowledge of laws and policies of medical interpretation; work with clinic manager to ensure compliance of clinic in provision of these services;

Patient/Customer service

• Maintain an environment conducive to patient comfort and confidentiality;
• Oversee patient intake and reception for multiple clinic shifts;
• Assist patients with registration process and Mychart navigation;
• Provide referrals for clients to various community agencies as needed;
• Verify insurance eligibility, benefits and copayments;
• Screen qualified patients with applying for health insurance benefits through the Oregon Health Plan;

Care Coordination

• Assist providers and back clinic staff with patient follow-up and care coordination;
• Conduct health maintenance outreach calls
• Medical interpretation Spanish/English as assigned;

Medical Information Management

• Promote accuracy and efficiency in front desk procedures and paperwork;
• Daily data entry and troubleshooting of patient registration using EMR;
• Participate in process improvement projects that pertain to role;
• Meet personal/team qualitative and quantitative targets;

Knowledge and Skills

Knowledge

• Medical interpretation concepts, standards, and regulations.

• Strong reception skills with high accuracy and attention to detail.

• Epic and Microsoft Office (Word, Outlook, Excel)

• Knowledge of medical terminology

Skills

• Excellent verbal and written communication skills

• Strong client advocacy skills

• Able to work with people from diverse ethnic, cultural, gender, socioeconomic, and sexual preference backgrounds.

• Able to work both independently and as a member of a team.

• Ability to adapt to new technology and software.

• Ability to respond appropriately to crisis using de-escalation strategies

• Ability to learn quickly, multitask effectively, and adapt to a variety of situations

Required Qualifications

• Bilingual spoken/written English/Spanish

• Be an approved State-Registered Health Care Interpreter (HCI) as either certified/qualified, and appear in the following Oregon Health Authority State HCI registry: https://hciregistry.dhsoha.state.or.us

• Bilingual spoken/written English/Spanish. Must pass ACTFL's Oral Proficiency (speaking) tests with a minimum level of proficiency of Advanced Mid (AM) or higher

• Ability to handle crises and multiple tasks in a setting with a high volume of patients.

• Excellent communication skills.

• Strong reception and administrative skills with high accuracy and attention to detail.

• Able to work with people from diverse ethnic, cultural, gender, socioeconomic, and sexual preference backgrounds.

• Able to work both independently and as a member of a team.

Preferred Qualifications

• Current Oregon driver's license and clean driving record

• Medical office or medical terminology background

• Medical Interpreter experience

• Call Center Experience

Working Conditions

• This job is located in a medical clinic and office environment.

Physical Requirements

While performing the duties of this job, the employee is regularly required to sit and talk or hear for extended periods of time. The employee frequently is required to use hands and fingers to type, answer phones and forward calls. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 20 pounds.

This position is eligible for a $1.50 medical interpretation differential. Interpreter differential will be applied after the 6-month probation period. Employee must pass competency test through ACTFL at a level Advanced Mid (AM) or higher. Position eligible for bilingual differential with score of Advanced Low (AL) on top of medical interpreter differential.

Benefits at Outside In: Benefits include generous paid time off (starting at 18 days plus 13 holidays), employer-paid medical, dental, and vision coverage, and a 403(b) retirement plan with employer contributions. Employees also receive an employer-provided HRA, FSA options, fully paid life and disability insurance, an employee assistance program for their household, and pre-tax commuter benefits. Employees are eligible for a sabbatical after 5 years of service, with additional sabbaticals every 3 years thereafter. This role is eligible for Public Service Loan Forgiveness (PSLF).