- Reduces linguistic barriers for patients and family members who are LEP, deaf or hard of hearing seeking care at Steward Health Care.
- Helps facilitate successful delivery of services to linguistically diverse consumers. Explain hospital resources, office protocols, and limitations to clinicians and patients; make appropriate referrals; serve as a cultural and linguistic resource to both patients and providers to contribute to successful outcomes.
- Performs duties in a spirit of teamwork and cooperation. Adheres to hospital policies on customer relations and hospitality. Understands the hospital’s system of service delivery.
- Supports the office operations by answering the phone, taking requests, calling patients to confirm appointments, document encounters on the interpreter tracking system and EMR performs data entry, verify and schedule future appointments when necessary, do iPad/IPOP troubleshooting, filing and photocopying.
- Utilizes on-line computer systems such as Outlook, and other hospital software. Work with special projects as assigned.
- Supports financial counseling process, community outreach events as needed and when requested to do so by Interpreter Manager.
- Supports review of short translations as directed by manager.
- Supports maintenance and monitoring of Interpreter and Disability Equipment.
- Serves as resource to staff for patients with disabilities.
- Supports all campuses and Steward off-sites when required to do so.
- Demonstrates respect and regard for the dignity of all patients, families, visitors and fellow employees to ensure a professional. Responsible and courteous environment.
- Commits to recognize and respect cultural diversity for all customers (internal and external).
- Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.
- Performs other duties as assigned.
REQUIRED KNOWLEDGE & SKILLS
- Understands variety of regional accents and linguistic styles and registers
- Selects appropriate mode of interpretation for each situation
- Interprets with highest degree of accuracy and completeness in consecutive and sight translation modes. Self-corrects, understands own linguistic limitations, seeks clarification and accepts correction
- Picks up cues from encounter participants regarding level of understanding and/or need for clarification.
- Strong writing skills preferably in both English and target language(s)
- Understands language as an expression of culture, recognizes the underlying assumptions of each party about medicine, the encounter, the illness etc.; uses this understanding to empower patient and provider to better understand each other.
- Intervenes as intercultural mediator when communication is compromised by culture-bound messages.
- Avoids generalizations and stereotyping. Uses culturally appropriate behavior and is able to choose appropriate time to clarify or interject by respecting the goals of the encounter.
- Is aware of own personal values, beliefs and cultural characteristics which may be a source of conflict or discomfort in certain situations, is able to acknowledge these and/or to withdraw from encounters when these may interfere with successful interpretation
Strong interpreting skills:
- Explains role of the interpreter to patient and provider; recognizes the complexity of the clinical encounter and added factor of linguistic barrier; sets tone of the patient/provider encounter to manage spatial configuration and flow of communication to preserve accuracy and completeness.
- Assess and address potential areas of discomfort for patient (age, gender of interpreter, no previous experience with interpreters)
- Encourages and fosters direct communication between provider and patient
- Maintains professional distance and integrity
- Diffuses conflict between parties by remaining calm and impartial
- Clarifies instructions, follow up steps in a diplomatic, effective manner
- Understands and abides by hospital policies on patient confidentiality, informed consent, nondiscrimination and by interpreters code of ethics and standards of practice.
Interpersonal and customer service skills
- Projects positive attitude about the department and the hospital, and offers services to ensure positive experience.
- Works as a team with colleagues and providers; addresses concerns raised during or after an encounter by encouraging provider to make appropriate referral and/or assisting with making of appointment with right resource and booking interpreter as needed.
- Works well under pressure to manage stressful situations.
- Flexible to meet scheduling needs and handle often unpredictable changes.
- Produces expected quality and quantity of work.
- Sound judgement and confidence.
- Detail-oriented and accurate.
- Fast-paced clinical and office environment, frequently changing priorities.
- Physically demanding with a lot of walking and standing time.
- Flexibility required in adjusting to schedule and patient demands.
- Emotionally challenging, as some interactions may be highly stressful requiring maturity, composure, critical thinking & sound judgment.
- High School Diploma or GED. Bachelor’s degree or equivalent preferred.
- Proof of Medical interpreter training-minimum of 40 hours.
- 1 year of experience in a healthcare setting as a medical interpreter with strong medical vocabulary preferred.
National Board Certification for spoken interpreters, see language test availability.
Software/Hardware: Working knowledge of computer systems.
Experience in Acute Care facility
Steward Health Care is an Equal Employment Opportunity (EEO) employer. Steward Health Care does not discriminate on the grounds ofrace, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic.