Bilingual Language Assistance Coordinator - Patient Experience Department

City/State:

Nyack, New York

Department:

Patient Satisfaction

Work Shift:

Day

Work Days:

MON-FRI

Scheduled Hours:

Day

Scheduled Daily Hours:

8 HOURS

Scheduled Weekly Hours:

40

Hourly Rate/Range:

0

For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors.

The Language Assistance Coordinator is responsible for the oversight, implementation, and continuous improvement of the hospital's Language Assistance Program to ensure equitable communication access for patients and families with Limited English Proficiency (LEP), Deaf and Hard of Hearing individuals, and those requiring language support services.

The Coordinator serves as the subject matter expert on language access services, ensuring compliance with federal, state, and accreditation requirements while promoting culturally and linguistically appropriate care. Responsibilities include management of interpretation resources and technology, staff education, monitoring utilization and performance metrics, enhancing the patient experience for LEP populations, and developing and maintaining a Qualified Bilingual Staff (QBS) Program.

Qualifications:

Education: Bachelor's degree preferred in a Healthcare related field.

Experience: A minimum of three (3) years of healthcare experience preferred. Prior experience coordinating or overseeing a Language Assistance Program preferred.

Language Requirement: Fluent bilingual proficiency in English and Spanish required, including verbal and written communication skills.

Knowledge, Skills, and Abilities

• Knowledge of healthcare language access regulations and compliance requirements.
• Understanding of interpreter ethics, standards of practice, and language access best practices.
• Strong presentation, training, and facilitation skills.
• Experience with interpreter service technologies, including video and telephone interpretation platforms.
• Strong project management and organizational skills.
• Excellent interpersonal and relationship-building abilities.
• Ability to work effectively with multidisciplinary teams and leadership.
• Strong written and verbal communication skills.

C. Job Specific Contacts

1. General Contacts: Patients, Family Members, Staff Members

D. Environment and Demands

1. Environmental Demands: Patient Care Area, Potential Exposure to infection

2. Essential Physical and Cognitive Demands, Manual Dexterity: Concentration and organizational skills, customer sensitivity, critical thinking skills. Some lifting, pulling and standing. Manual dexterity.

Part I: Hospital-Wide Standards

A. Organizational

Demonstrates adherence to Montefiore Nyack Hospital "We Care" standards including:

WORKING TOGETHER "I will commit to work together in a courteous, respectful manner. I will demonstrate a positive spirit of service with all employees with whom I interact."

I will:

• Place team success above individual recognition.
• Be receptive to new ideas and approaches within my workplace.
• Offer assistance generously without hesitation.

EMPOWERMENT "I will be accountable, responsible, and self-directed in all aspects of my work at all times."

I will:

• See projects through to ensure completion.
• Problem solve with patients, family members, and other employees.
• Follow up to ensure a resolution.

COMMUNICATION "I will demonstrate positive communication in a clear, courteous and appropriate manner at all times."

I will:

• Use effective verbal and written communication to patients, families, visitors, and fellow employees using the principles of AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You)
• Use positive communication in my tone of voice, body language, and choice of words.

APPEARANCE "I will dress in a manner that reflects a professional and positive image of the hospital at all times"

I will:

• Maintain a clean, neat, and professional appearance.
• Adhere to the Hospital's dress code policy.
• Promote and adhere to Nyack Hospital's guidelines regarding a safe and clean work environment for employees, patients and visitors.

RESPONSIVENESS "I will demonstrate the ability to provide timely feedback and communication to patients, visitors, and coworkers."

I will:

• Respond empathetically.
• Apologize for delays and concerns.

EXCELLENCE IN SERVICE "I will strive to 'do my best everyday' in exceeding customer expectations."

I will:

• Anticipate and address my patients' and customers' needs.
• Avoid negativity and exhibit a "can-do" attitude.
• "Manage up" fellow employees, physicians, departments, and the organization, to increase patient confidence both internally and in the community.

B. MISSION/STRATEGIC PLAN:

Demonstrates support of the mission and strategic action plan through the initiation and ongoing implementation/evaluation of department activities/plans.

C. JOB SPECIFIC COMPETENCIES:

Demonstrates the technical/professional knowledge, skills and abilities necessary for the successful operations of the department including, where applicable, age specific competency. *

• Coordinate and oversee all aspects of the hospital's Language Assistance Program.

• Ensure compliance with applicable regulations and standards, including:

• Title VI of the Civil Rights Act

• Section 1557 of the Affordable Care Act

• Joint Commission standards related to communication and patient-centered care

• Applicable state language access requirements

• Develop, implement, and maintain policies and procedures related to interpreter services and language access.

• Monitor interpreter utilization, response times, vendor performance, and service quality.

• Collaborate with operational, clinical, and administrative leaders to improve language access across the organization.

Staff Education and Training

• Develop and deliver education programs for physicians, nurses, ancillary staff, and leaders regarding:

• Appropriate use of interpreter services

• Regulatory requirements

• Best practices for communication with LEP patients

• Cultural competency and patient-centered communication

• Facilitate orientation and ongoing training programs related to language access services.

• Create educational resources and job aids to support staff compliance.

Qualified Bilingual Staff (QBS) Program

• Design, implement, and maintain a Qualified Bilingual Staff Program.
• Establish standards and workflows for language proficiency assessment and certification.
• Coordinate bilingual competency testing processes.
• Maintain records of qualified bilingual employees and certification status.
• Educate leaders and staff regarding appropriate use of qualified bilingual staff versus professional interpreters.

Patient Experience and Health Equity

• Work with Director of Patient Experience to analyze patient experience data and feedback from LEP populations to identify opportunities for improvement.
• Monitor key performance indicators related to language access, patient satisfaction, complaints, grievances, and access barriers.

Interpreter Services Equipment and Technology

• Oversee interpreter equipment and related technology, including video remote interpretation (VRI), telephone interpretation systems, tablets, and other communication tools.
• Coordinate equipment inventory, maintenance, replacement, and deployment.
• Serve as liaison with interpreter service vendors and technology partners.
• Track utilization data and recommend improvements to enhance efficiency and access.

Program Evaluation and Reporting

• Develop regular reports and dashboards related to language assistance services.
• Monitor program performance metrics and identify trends.
• Support accreditation surveys, audits, and regulatory reviews.
• Prepare presentations and recommendations for leadership regarding language access initiatives.

Part II: Employee Performance Standards:

A. CUSTOMER SERVICE:

1. Demonstrates personal excellence in customer service for both internal and external customers.

2. Holds staff accountable for the delivery of excellent customer service.

3. Participates in team efforts to increase the level of customer satisfaction.

B. Performance Improvement:

1. Demonstrates the ability to recognize an opportunity for improvement

2. Participates in Departmental/Hospital-wide activities which improve processes/outcomes.

3. Utilizes resources to maintain and improve self knowledge and development and fosters the same for employees.

4. Demonstrates compliance with licensure/certification requirements and the timeliness of their submission.

C. BUDGET:

1. Collaborates with employees to control costs and pursue additional revenue opportunities.

D. PROJECTS/ASSIGNMENTS:

1. Completes projects/assignments within projected time frames and expectations.

Addendum:

Age Specific Competency FOR THOSE STAFF WITH REGULAR CLINICAL CONTACT

(Attach supporting documentation of assessment of competency)

1. Within the scope of practice, assumes responsibility, as necessary, for the assessment, treatment and care of patients of all ages, from

neonate to geriatric.

2. Displays competency in obtaining and interpreting the patient's behavior based upon an

understanding of cognitive, biopsychosocial, and aging processes.

3. Displays an understanding of the developmental needs of the patient when planning and implementing treatment or services.

Montefiore Nyack Hospital is an equal employment opportunity employer. Montefiore Nyack Hospital will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.