Position Summary

Under the direction of the manager, the incumbent serves as a health care interpreter for patients and team members in the consecutive, simultaneous, and sight translation modes and supports the operations of the department. Relays medical information between speakers of two different languages in compliance with all departmental and hospital policies and procedures, particularly relating to patient confidentiality and informed consent. Passes performance of competencies in the IMIA Standards of Practice and Code of Ethics. Understands and abides by published Standards of Practice and Codes of Ethics for Medical Interpreters.

Assists with on-the-the job training and mentoring of interpreter interns and shadowing programs. Assists with device management and locating interpreter technology. Assists with more complex translation of written and digital content. Serves as a resource for maintaining and researching terminology. Supports special projects as assigned. Helps restock office supplies.

Responsibilities

Interpret for patients, families and team members in the consecutive, simultaneous, and sight translation modes.

Monitor patient, family, and team member comprehension of information, events, and the environment. Detect problems or changes in circumstances or events.

Identify and gather healthcare and/or situational background information or resources relevant to each encounter. Be knowledgeable of relevant sources of information.

Establish expertise in the eyes of the patient and all team members, and project information with confidence.

Communicate effectively with supervisors, co-workers, and all team members (by telephone, in written form, email, electronic means, fax, pager, or in person).

Communicate directly with people outside the organization, representing the organization to patients and families, the public, and other external parties (in person, electronically, in writing, or by telephone or e-mail). Develop constructive and cooperative working relationships with others, and maintain them over time.

Demonstrate the capacity to think critically under pressure. Prioritize and accomplish work.

Think creatively to ensure positive patient outcomes. Make decisions and solve problems related to patient care as they arise.

Continuously improve knowledge base of relevant subject matters and interpreting skills, and apply new knowledge and skills to job.

Handle complaints, settle disputes, and resolve grievances and conflicts, as possible. Request assistance when needed.

Use technology, computers and computer systems (including hardware and software), pagers and telephones. Achieve proficiency in use of communication technology devices and tools, including basic team member training and troubleshooting.

Help answer and respond to calls on the language resource line.

Provide virtual interpretation using video remote technology platform, and escalate issues to onsite team as appropriate.

Treat patients, families, and team members with respect, dignity, patience, tolerance, friendliness and courtesy. Project empathy and compassion to patients, families and all team members.

Develop competency and knowledge of regulatory and safety requirements, infection control policies, and protocols to reduce/mitigate/prevent exposure and spread of infectious diseases and other disease processes. Must complete training for proper PPE use, safety, gowning, HIPAA, etc.

Identifying patient communication needs and connect with appropriate resources (adequate language resource, American Sign Language, assistive devices).

Document interpreting interventions and daily rounds in the EMR in a timely manner.

Facilitate quality outcomes:

Identify and report safety issues related to communication and enter them into Safety Intelligence system.

Partner with clinical teams on resolution of safety, communication and cultural issues.

Display and collect appropriate interpreter services door signage to help clinical teams understand patient or family's communication needs where appropriate.

Assist with patient & family MyChart education and registration. Help with translating MyChart messages through Epic for system clinics as needed.

Written translations as required in patient encounters such as filling out forms, basic medical instructions, and medication schedules; administrative translations such as letters to patients, documents, and patient materials.

Additional inpatient experience responsibilities:

Develop, maintain, and cultivate relationships with patients, family members and guests, and the care team for better experiences within professional boundaries.

AConnect with patients and families routinely to learn about their experiences and restore relationships if needed within the scope of duties.

As possible, during the course of rounds, obtain feedback from patient and families about food quality, room cleanliness, and overall hospitality and share the feedback with the appropriate resource.

Provide patient with a Patient Visit Guide in their preferred language (if available).

Summarize and explain key content of Patient Visit Guide. Encourage use of the Ask Me3 section to capture questions that patients have for care providers.

Offer food guest tray and coffee coupons to family members and assist patients to order meals as needed.

As appropriate, offer to connect them with recreational therapy or appropriate resource for diversional needs.

Be a resource for the Office of Experience, keeping a pulse on patient experience indirectly.

Report needs and issues to departmental leaders in the Office of Experience (Includes contracted leaders) on a regular basis.

Assist with Service Recovery/Restoring Relationships.

Identify patient needs and concerns and proactively find solutions.

If patient/family shares a concern, connect them with Tell Us Now or unit leadership and follow up as appropriate.

Additional level II responsibilities:

Assist with on-the-the job training. Assists with mentoring and guiding interpreter interns, volunteers and shadowing programs.
Assist with device management, basic troubleshooting and locating interpreter technology.
Assist with replenishing supplies from the stockroom and troubleshooting pagers.
Assist with more complex translation of written and digital content. Serves as a resource for maintaining and researching terminology. Supports special projects as assigned.

Minimum Requirements

Associate degree or higher. Degrees of equivalent level attained outside of the U.S. can be used to meet the educational requirement, but must be verified.

4 or more years of interpreting experience in a healthcare setting.

National medical interpreter certification may be used to substitute for 2 years of experience.

Completion of a 40-hour medical interpreter training program such as Bridging the Gap or ALTA language services.

Demonstrated language proficiency in speaking and listening in primary and secondary languages. Proficiency must be equivalent to Interagency Language Roundtable (ILR) skill level 3+ or higher.

Some travel will be required for this role.

Preferred Requirements:

Bachelor's degree or higher.

National certification from CMI or CCHI.

Successful completion of an approved medical terminology course.

6 or more years of satisfactory supervised work experience as a healthcare interpreter in an acute care hospital or health care setting.

Experience training other interpreters

Education and/or work experience in candidate's non-native country.

Pay Range

$21.53 - $31.38

Other Information

Location: ECU Health Medical Center in Greenville, NC

Shift: Full-Time / Days

Hours: M-F 8AM-5PM

Weekends: No

On-Call: No

100% onsite during introductory period and based on productivity and performance graduates to remote based on quarterly evaluation (90-day increments) all subject to change based on in person and acuity needs.

Great Benefits!!!

ECU Health

About ECU Health Medical Center

ECU Health Medical Center, one of four academic medical centers in North Carolina, is the 974-bed flagship hospital for ECU Health and serves as the primary teaching hospital for The Brody School of Medicine at East Carolina University. ECU Health Medical Center has achieved Magnet® designation twice and provides acute and intermediate care, rehabilitation and outpatient health services to a 29-county region that is home to more than 1.4 million people.

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

ECU Health Medical Center

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