This position serves as a language interpreter providing patient centered communication for patients during their scheduled clinical appointments at National Jewish Health. Serves as a liaison between patients/family members and NJH departments in identifying and resolving patient concerns. The overall goal is to improve patient communication, satisfaction and service.
- Provide high quality consecutive interpretation from non-English language to English and English to non-English language between patients/families and NJH clinical staff during clinical encounters. Interpretation should be in easily understood, appropriate conversational language.
- Assists in providing individual patient specific oral or written instructions/information as appropriate and directed by NJH healthcare provider.
- Assist NJH scheduling areas with patient communication as directed by NJH management.
- Develop and maintain an understanding of clinical operations within NJH to facilitate role as interpreter.
- Maintain a high level of customer service skills with all encounters. Effectively facilitates communication and interpretation.
- Observes the rights of a patient including but not limited to Patient Confidentiality, Patient Privacy, and the Patient Bill of Rights. At all times will assure professional and ethical conduct.
- Assesses and monitors patient’s understanding of information conveyed and attempts to facilitate understanding in the event of a communication breakdown.
- Records and monitors interpretation activities according to NJH standards.
- Develops and maintains positive staff relationships both interdepartmentally and intradepartmental.
- Assists in referring patients to appropriate services and resources.
- Performs all other duties as assigned.
- Performs, as directed, safety compliance and uses Personal Protective Equipment (PPE), as needed.
- Participates in Quality Assessment (QA) and Quality Improvement (QI) programs, as directed.
- Ensures compliance with The Joint Commission and all other Federal, State and Regulatory Agencies.
- Responds promptly and sincerely to customer’s needs, requests and concerns via all communication forms using easily understood language and refraining from using inappropriate language and non-verbal gestures.
- Maintains positive working relationships as a team player through problem solving issues, speaking positively about others, listening attentively and observing the Patient Bill of Rights and Confidentiality.
- Increases customer service knowledge, skill and ability by participating in department and institution-wide specific programs.
- Incorporates National Jewish’s identity (Science Transforming Life®) into daily functions. Speaks positively about the institution, provides customers with prompt service, maintains a clean and safe working environment, dresses appropriately based upon National Jewish safety standards, and departmental policies and wears an ID badge visibly.
Knowledge and Skills
Incumbent must be proficient and fluent in oral and written communication skills in both English and non-English language; attention to detail and ability to multi-task; possess strong organizational skills. Capacity to establish and maintain constructive business relationships with internal and external customers while maintaining integrity and confidentiality. Aptitude to research, analyze and successfully resolve a broad spectrum of issues. Incumbent must be a positive, professional team player, able to manage project time constraints and work with little supervision. Incumbent must be able to effectively and openly communicate with a diverse population, including communication in varying registers of language and formality, and demonstration of "cultural competence." Incumbent should possess pertinent vocabulary skill including familiarity with healthcare terminology.
Certification and Licensure
Bridge the Gap (BGT) Medical Interpreter certification or quivalent preferred.
High School Diploma or equivalent required. Bachelors degree preferred.
Minimum of two (2) years recent or related experience requiring/utilizing language interpretation. Experince in Healthcare or academic setting preferred.
Bilingual speaking Spanish and English required.
Position is in an office environment. Frequent requirements may include: sitting for extended periods, entering and manipulating data on a workstation computer and participating in team/executive meetings. Approximately 75% of daily responsibilities will be working both one-on-one and in teams with other personnel and extended one-on-one contact in a quiet environment where hearing and listening is paramount. Must possess the ability to communicate by observation, verbal, written and listening; standing; walking; climbing stairs; stooping to remove/replace files; good hand-eye coordination; lifting, pulling, pushing, and upper body twisting while handling supplies and equipment; sitting while completing paperwork; using keyboard for PC and word processing needs. Occasional requirements may include: stand, walk, use hands to manipulate, handle or feel objects, tools, or controls, reach with hands and arms, stoop, kneel, and lift/move up to 25 pounds. Incumbent may be scheduled to work an alternate schedule to accommodate essential business needs; routine travel by foot or automobile to alternate work/meeting locations may be required, possibly during inclement weather.
Inside environmental conditions may include: Professional office environment with time of each day spent in interaction with management/staff, in addition to planning and working autonomously. Requires teamwork and the ability to handle multiple interruptions; frequently fast-paced; high-pressure; occasionally variable-paced; variable pressure. Occasionally, while working in a laboratory/medical research/clinical environment, potential hazards may result from odors, animals, exposure to body fluids from contagious patients, electricity, mechanical devices, chemicals and radiation; occasionally working conditions involve hazards that include extreme temperature changes, heat, mechanical, biological and chemical substances. Personal Protective Equipment (PPE) will be provided to each employee when needed as determined by policy. Utilization of PPE is mandatory. Estimated 1700 employees in the worksite.