System Language Services Coordinator

• 1. Demonstrates knowledge of and adherence to institutional health and safety policies.
• 2. Demonstrates knowledge of and adherence to the Language Services policy and the Auxiliary Aids and Services policy for persons with disabilities.
• 3. Instructs hospital staff/care providers in the appropriate utilization of interpreters and interpreter resources.
• 4. Identifies patient concerns and resolves and/or escalates as appropriate.
• 5. Participates in ongoing professional development by attending interpreter conferences, trainings offered by the department, extended education opportunities, and by reading professional articles or taking language improvement courses.
• 6. Reviews reported events and safety reports and provides detailed responses in accordance with departmental protocols and policies.
• 7. Attends and participates in department meetings and other events as instructed.
• 8. Assists the Manager with the day-to-day operations of the interpreter workflow; monitoring, coaching, training, and scheduling. Provide assistance with orientation to new interpreters and/or other in-service training.
• 9. Responds to providers' difficulties and concerns with understanding and sensitivity; ensures that the Language Services department policy and procedures are followed.
• 10. Serves as EPIC Superuser and may provide technical and functional support of the language services sector. Especially utilizing the SharePoint site to facilitate interpreter services.
• 11. Acts as a liaison with department leadership and staff/associates.
• 12. Participates in educational team meetings, providing insight on the success of communication strategies.
• 13. Responsible for producing monthly language services reports related to volume and productivity.
• 14. Coordinates and monitors the use of auxiliary aids and devices.
• 15. Meets performance expectations as outlined in the Standards of Professional Behavior. Performs as an in-person interpreter when needed.
• 16. Facilitates and encourages direct communication between the patient and provider by being a conduit and not the focus of communication.
• 17. Displays equal sensitivity to patient and caregiver concerns, interpreting all comments between the two parties.
• 18. Demonstrates proper use of intervention techniques when intervening with the need for clarification or explanation of cultural issues. Points out apparent misunderstandings between all parties.
• 19. Displays cultural sensitivity by offering to educate the provider and patient to a better understanding of each other's culture.
• 20. Responsible for the completion of CEUs to maintain certification.
• 21. Performs other duties as assigned or directed to ensure smooth operation of the department/unit.

EDUCATION

Associates degree required, Bachelors Degree preferred with a concentration in language allied medical field, communication, hospitality, or equivalent combination of education, training, and or experience.

EXPERIENCE

Two years of medical interpreting or equivalent. Experience in a healthcare/hospital setting. Demonstrates increasing knowledge of medical vocabulary. Experience in handling a variety of customers at all socio-economic levels. Demonstrated experience with the application of interpreting technologies/equipment: smartphones, tablets, computers, and commonly used software. Understanding of the culture represented by the languages spoken by the interpreter.

LICENSURE

National Medical Interpreter Certification is required for Spanish, Mandarin, Cantonese, Russian, Arabic, Vietnamese, and Korean. If not currently certified, must obtain certification within 18 months of employment. Certification must be maintained with the required continuing education units.

SPECIAL SKILLS

Must be fluent in a foreign language and English, both verbal and written. Proven ability to work independently and as part of a team. Ability to work with limited supervision. Completes the accurate entry of data in Epic. Ability to organize and assign work assignments. Substantial knowledge of medical vocabulary. Demonstrated ability to perform administrative tasks, including data analysis.

PHYSICAL DEMAND

Position does require travel across the health system to include hospitals and ambulatory sites.