SUMMARY:
Under the direction of the manager of interpreter services, the incumbent serves as a medical interpreter for patients and staff members and supports the operations of the department in the consecutive, simultaneous or sight translation mode for all patients and family members who are LEP, Deaf, and hard of hearing. For this role two languages are required: Spanish and Portuguese.
Relays medical information between speakers of two different languages in compliance with all office and hospital policies and procedures, particularly relating to patient confidentiality and informed consent, passing performance of competencies listed in the IMIA Standards of Practice, and the Code of Ethics.
Understands and abides by all published Standards of Practice and Codes of Ethics for Medical Interpreters.
Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another.
In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:
Instill Trust and Value Differences
Patient and Community Focus and Collaborate
RESPONSIBILITIES:
KEY RESPONSIBILITIES:
Relays medical information between speakers of two different languages in 3 different modalities: face to face; telephonic and/or video interpreting.
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 iPadPOP 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 a resource to staff for patients with disabilities.
Supports all campuses and Steward off-sites when required to do so.
Other duties as assigned.
MINIMUM QUALIFICATIONS:
REQUIRED QUALIFICATIONS:
Strong linguistic skills:
Required languages: Spanish and Portuguese
Fluency in English and one or more foreign languages, both oral and written
Ability to accurately work in consecutive mode and sight translate into and from working language(s).
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
Ethical competency:
Understands and abides by hospital policies on patient confidentiality, informed consent, non-discrimination 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
Organizational skills
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 judgment and confidence
Ability to handle multiple tasks
Detail-oriented and accurate
Other:
High level of customer service and a positive approach
Familiarity and ability to work with diversity of cultural/socio-economic backgrounds
General knowledge of cultural backgrounds of patients to be served
Good interpersonal, organizational, and time-management skills
Working knowledge of computer systems
EDUCATION:
Bachelor's degree or equivalent preferred
Proof of medical interpreter training - minimum of 40 hours
National Board Certification for spoken language interpreters (see www.certifiedmedicalinterpreters.org) preferred within 6 months of target language test availability
WORKING CONDITIONS:
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, and sound judgment.
PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the main duties and responsibilities of this job.
The employee may perform or have exposure to the following 75% or more:
Stand / walk
Use hands to finger, feel, reach with hands and arms, climb, or balance
talk or Hear
The employee may perform or have exposure to the following 50 - 75%:
Infectious / contagious diseases
The employee may perform or have exposure to the following 25 - 50%:
Stoop, kneel, crouch, or crawl
Lift up to 25lbs
Outdoor weather conditions
Extreme cold (non-weather)
Risk of radiation
Blood-borne pathogens
Flammable, explosive gases
Toxic or caustic chemicals
Dust or other irritants
Infections from disease-bearing specimens
Cleaning agents / chemicals
Hot or noisy equipment
Humid or wet conditions (non-weather)
Vision Requirements:
Close vision
Distance vision
Color vision
Peripheral vision
Depth perception
Ability to adjust focus
Safety equipment used while performing this job:
Face shields
Surgical mask and gown
Gloves
Boots
Pay Range:
$21.64-$31.65
Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.
Location:
Saint Annes Hospital - 795 Middle Street Fall River, Massachusetts 02721
Work Type:
24 hours per week, Sunday rotation
Work Shift:
Day
Driving Required:
Yes
Union:
1199 Seiu United Healthcare Workers East