At Steward Health Care System, we are committed to improving the health of our communities by delivering exceptional, personalized health care with dignity, compassion and respect. Our continued focus on the patient experience informs our caregivers in how to provide care that is respectful of and responsive to individual patient and family preferences, needs and values.
We dedicate ourselves in the communities we serve to delivering affordable health care to all and being responsible partners. No matter what your role, as a member of the Steward family, you are a specialist in the making every patient and family feel right at home, every co-worker a key to our success, and every referring practice, a team of prized colleagues.
In support of this, we commit ourselves to the following values:
If you are seeking a fast-paced, challenging position in an organization committed to achieving and maintaining a standard of excellence in all we do, our organization may be a good fit for you
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. 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.
- 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 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 a 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.
1. Commits to recognize and respect cultural diversity for all customers (internal and external).
2. 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 and Skills
Strong linguistic 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
- 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 judgment and confidence
- Ability to handle multiple tasks
- 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.
Required Knowledge and skills:
- 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).
- 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
SUPERVISORY RESPONSIBILITY: NA
FISCAL RESPONSIBILITY: NA
- Education: High School Diploma or GED. Bachelor’s degree or equivalent preferred. Proof of medical interpreter training - minimum of 40 hours.
- Experience (Type & Length): 1 year of experience in a healthcare setting as a medical interpreter with strong medical vocabulary preferred. Must be fluent in Portuguese. Additional Spanish is a bonus.
- Certification/Licensure: National Board Certification for spoken language interpreters, see www.certifiedmedicalinterpreters.org) preferred within 6 months of target
language test availability
- Software/Hardware: Working knowledge of computer systems
Equal Opportunity Employer
Steward Health Care is an Equal Employment Opportunity (EEO) employer. Steward Health Care does not discriminate on the grounds of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic.
Important COVID message
Please note, Saint Anne’s Hospital is taking additional, necessary preparations to ensure patients can receive compassionate care in a safe, carefully managed environment - with confidence and without fear. Our Safe and Ready program consists of a rigorous [five-point] standard ensuring patient safety, confidence and convenience: Expanded hours will allow previously cancelled procedures to be scheduled as quickly as possible. Any COVID-19 related care takes place in designated areas away from other patients and their families. Emergency Departments are reorganized to be a safe place to treat all emergency patients. A stringent cleaning policy has been implemented throughout the hospital. A strictly controlled visitor and masking policy is required for patient safety. You can rest assured that we have made the necessary preparations to provide care in a safe, controlled and professional way.