Manager of Interpretive Services

OU Health•Oklahoma City, OK

14d

About The Position

The Interpretive Services Manager performs, manages, and coordinates interpretive services necessary to facilitate communication between OU Health physicians, nursing, and support staff and OU Health patients and their family members. Essential Responsibilities Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position. Leads, develops, coaches, and effectively manages the Interpretive Services team to ensure deliverables and performance metrics are met. Develop Interpreter Services team to accomplish results through training, development, performance management, and recognition. Manages processes for Americans with Disabilities Act (ADA) requirements. Manages oversight in both written and verbal communication from English to a foreign language and a foreign language to English to provide needed information relating to patient admitting/financial counseling, patient health conditions/symptoms, health care education information, treatment plan, and discharge instructions. Manages and assists in consultation with healthcare provider, gathers medical history and demographic information from non-English speaking patient and/or family members. Manages and provides information to non-English speaking patients and family members regarding appropriate parking, availability of overnight accommodations, cafeteria services, etc. Monitors overtime hours and assist with coverage plans to conserve hours. Coordinates staffing request in facility scheduler to ensure essential staffing for departmental and educational needs. Manages schedule and monitors productivity targets within budget for Interpretive Services. Evaluates the performance of staff and directs them in an appropriate manner. Documents critical incidents when necessary and takes appropriate action. Provides clear, concise, and pertinent direction to the team. Responsible for hiring and orientating new Interpretive Services staff. Ensures all Interpretive Services staff are compliant with institutional policies and regulatory standards. Manages data collected and analyzed related to staff usage and language needs. Works closely with the department director to accomplish goals, provide excellent customer service, and meet the needs of customers. Oversees in-person interpreter requests and scheduling needs. General Responsibilities Performs other duties as assigned.

Requirements

Bachelor's Degree required.
5 or more years of experience in interpreting/translating, customer service, and medical terminology required.
3 or more years of progressive leadership experience required.
Must be bi-lingual with Spanish as a first or second language.
Completion of annual Martti training.
Certified Medical Interpreter (CMI) issued by the National Board of Certification for Medical Interpreters, CoreCHI Certification issued by the Certification Commission for Healthcare Interpreters (CCHI), CoreCHI-Performance Certification issued by the CCHI, or CHI Certification in Arabic, Mandarin, and Spanish issued by the CCHI required.
American Translators Association Certification issued by the American Translators Association required within 2 years of hire.
Advanced knowledge of another culture as it relates to health care issues based on patient’s age and sex.
Advanced knowledge of OUH policies and procedures regarding in-patient and out-patient processes.
Ability to translate English medical terminology.
Advanced ability in the use of effective communication techniques when dealing with cultural, educational and social-economic considerations.
Advanced knowledge of subtle nuances associated with the foreign language.
Skill in establishing effective communication between two individuals who speak a different language.
Ability to analyze complex situations and relay information in an objective and understandable manner.
Advanced skill in expressing words and thoughts in a clear and concise manner and comprehending and explaining instruction on behalf of a health care provider.

Responsibilities

Leads, develops, coaches, and effectively manages the Interpretive Services team to ensure deliverables and performance metrics are met.
Develop Interpreter Services team to accomplish results through training, development, performance management, and recognition.
Manages processes for Americans with Disabilities Act (ADA) requirements.
Manages oversight in both written and verbal communication from English to a foreign language and a foreign language to English to provide needed information relating to patient admitting/financial counseling, patient health conditions/symptoms, health care education information, treatment plan, and discharge instructions.
Manages and assists in consultation with healthcare provider, gathers medical history and demographic information from non-English speaking patient and/or family members.
Manages and provides information to non-English speaking patients and family members regarding appropriate parking, availability of overnight accommodations, cafeteria services, etc.
Monitors overtime hours and assist with coverage plans to conserve hours.
Coordinates staffing request in facility scheduler to ensure essential staffing for departmental and educational needs.
Manages schedule and monitors productivity targets within budget for Interpretive Services.
Evaluates the performance of staff and directs them in an appropriate manner.
Documents critical incidents when necessary and takes appropriate action.
Provides clear, concise, and pertinent direction to the team.
Responsible for hiring and orientating new Interpretive Services staff.
Ensures all Interpretive Services staff are compliant with institutional policies and regulatory standards.
Manages data collected and analyzed related to staff usage and language needs.
Works closely with the department director to accomplish goals, provide excellent customer service, and meet the needs of customers.
Oversees in-person interpreter requests and scheduling needs.
Performs other duties as assigned.