Job Description
GENERAL SUMMARY/ OVERVIEW STATEMENT: Under the direction of the Director, the incumbent provides medical interpretation for clinical and non-clinical encounters to enable communication between patients and families who are limited English proficient (LEP); and clinicians and other hospital staff.Interpretation will be provided in person, by telephone and/or by video in compliance with the National Standards of Practice and Code of Ethics, MGH policies and Medical Interpreter Services guidelines to ensure patient safety and access to quality care.
PRINCIPAL DUTIES AND RESPONSIBILITIES :
•Provides accurate and skilled interpretations to help facilitate successful delivery of services to non-English speaking consumers. Explains MGH resources, office protocols, and interpreter role to clinicians and patients; makes appropriate referrals; serves as a resource to both patients and providers to contribute to successful outcomes.Performs duties in a spirit of teamwork and cooperation. Adhere to hospital policies on customer relations and hospitality. Understands the hospital's system of service delivery.
•Provides short written translations as required in patient encounters such as filling out forms, medical instructions, medication schedules and discharge instructions.Provides administrative written translations such as letters to patients, patient education materials, and other documents.
•Serves as a mentor to medical interpreting students.
•Tracks and documents encounters on the interpreters scheduling system.Assists with phones intakes, engages in general troubleshooting.Works and follows through with special projects as assigned.
Face to face interpretation for all types of encounters in the hospital setting, such as:
•Medical appointments and nurse assessment
•Family meeting
•Psychiatric and social work consultation
•Teaching
•Informed consents and explanation of tests and procedure
•Patient visit
•Administrative encounter
•Research encounter
•Discharge planning
•Inpatient consult
•Round
Phone Interpretation , in various situations such as:
•All types of clinical and non-clinical encounters in the hospital
•Helping patients obtain information
•Making, confirming or re-scheduling appointment
•Giving simple medical instruction
•Helping patients with any question
Written translations: •In-patient discharge instruction
•Assist patients fill out form
•Medication schedule
•Administrative translations such as letters to patients, patient education materials, and other document
Documents and closes cases assigned on a daily basis.Utilizes various computer-based systems and tools. Assists with answering the phones, take requests, and engages in general troubleshooting. Special projects as assigned.
Qualifications SKILLS & COMPETENCIES REQUIRED: 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
- 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 and understanding of translation process
Strong Cultural Awareness Competencies :
- 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.
- 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
- 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, and to 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 national interpreter standards of practice and code of ethics
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: - Ability to work well under pressure to manage stressful situations
- Flexibility to meet scheduling needs and handle unpredictable changes
- Sound judgment and confidence
- Ability to handle multiple tasks
- Attention to detail
EXPERIENCE: Required:
•Fluency in English and one or more foreign languages, both oral and written
•Certified Medical Interpreter (CMI) or Certified Health Interpreter (CHI) credentials preferred
•1 to 2 years of experience in a healthcare setting as a medical interpreter with strong medical vocabulary
•Minimum of 40-hr training in medical interpretation preferred
•Bachelor's Degree in any area related to science or human service
•High level of customer service and a positive approach
•Familiar with diversity of cultural/socio-economic background
•Good interpersonal, organizational, and time management skill
•Knowledge of computer system
WORKING CONDITIONS: •Fast paced clinical and office environment, with frequently changing prioritie
•Physically demanding with a lot of walking and standing time
•Emotionally challenging, as some interactions may be highly stressful requiring maturity, composure & sound judgment
•Daily workload assigned by coordinators accordingly to patient need
EEO Statement:
Bulfinch Temporary Service, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community.We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.
Job Tags
Temporary work,