Communications Specialist I

Cape Cod Healthcare•Falmouth, MA

About The Position

Consistently provides service excellence to all patients, family members, visitors, volunteers and co-workers. Under the direction of the manager, the incumbent serves as a medical interpreter for patients and staff and supports the operations of the department, in the consecutive, simultaneous, and sight translation modes. Provides consecutive interpretation face to face, over the phone, and by video in all clinical settings, in line with national interpreter standards of practice and code of ethics. 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 and NCIHC Standards of Practice, and the Code of Ethics.

Requirements

High School Diploma or GED plus a minimum of one-year basic technical training.
Medical Interpreter course required. Must provide proof of a completed minimum 60 hours Medical Interpreter Course or National Certification per targeted language.
Fluency in English and the required language (another language a plus), both oral and written required.
Must pass department Medical Interpreters exam and demonstrate both oral and written proficiency in target language.
Must have valid US Driver’s License. May be required to drive to various Falmouth Hospital locations.

Nice To Haves

Two years of college.

Responsibilities

Provides consecutive interpretation face to face, over the phone, and by video in all clinical settings, in line with national interpreter standards of practice and code of ethics.
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 and NCIHC Standards of Practice, and the Code of Ethics.
Assists department with on-the-job training and mentoring of interpreter internships.
Responds and schedules requests for interpreters and effective communications services.
Helps facilitate successful delivery of services to linguistically diverse consumers.
Provides interpreting services between patients and clinicians during in-person and tele-interpreting, both written and orally.
Provides written/site translations such as In-Patient discharge instructions, patient forms, medication instructions, medication schedules, and administrative translations (i.e., letters to patients, documents, and patient materials).
Arranges for interpreter services for patients and assists with the coordination of translation needs, as necessary, including the use of the phone lines and video units.
Selects appropriate mode of interpretation for each situation. Interprets with highest degree of accuracy and completeness in consecutive, simultaneous 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.
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.
Projects positive attitude about the department and the hospital and offers services to ensure positive experience and avoids generalizations and stereotyping.
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, including: works well under stressful situations, demonstrates flexibility in meeting scheduling needs and handling change; exercises sound judgement and confidence; demonstrates the ability to handle multiple tasks; and demonstrates accurate attention to detail.
Compiles information regarding patient, visitors, families and employee interpreter encounters.
Maintains strict adherence to patients’ rights, Hospital policies, and community services, including confidentiality.
Supports office operations and community interpreter services dispatching system by answering the phone, taking requests, calling patients to confirm appointments, documenting encounters on the interpreter tracking system, data entry, verifying and scheduling future appointments as necessary, general troubleshooting, filing and photocopying.
Utilizes on-line computer systems such as Outlook, and other hospital software.
Participates in diversity program implementation and design as directed by management.
Maintains a strict adherence to the Department’s and International Medical Interpreter Association Standards of Practice.
Assists with community outreach activities.
Performs other work-related duties as assigned or requested.