About the role
Job Summary: The Patient Exp Interpreter II acts as the primary representative of the Patient Experience Team and serves as a liaison between patients, family members, visitors and clinical staff, and works to identify concerns to facilitate improvement in the overall patient experience.
The Patient Exp Interpreter II acts as the primary representative of the Patient Experience Team and serves as a liaison between patients, family members, visitors and clinical staff, and works to identify concerns to facilitate improvement in the overall patient experience. This role is also responsible for facilitating meaningful language access services (LAS) to Limited English Proficient (LEP) healthcare consumers from diverse socioeconomic and cultural backgrounds with service providers present.
This position is also responsible for interpreting requests including the communication of financial, demographic, medical information, and direct health promotional educational training activities from a source language to a targeted language. Essential Job Functions & Accountabilities: Interacts effectively with peers, medical staff, patients and their family members, community groups, and other healthcare consumers in a manner that positively promotes patient centered care values.
Serves as a cultural and linguistic resource with the goal of promoting patient safety, patient satisfaction, and positive treatment outcomes; works appropriately within interpreter roles (e.g., communication conduit, clarifier, cultural broker, and/or patient advocate). Available to provide immediate assistance, interventions or strategies related to difficult patient/family/visitor issues. Assists in monitoring department/unit patient satisfaction and partners to create interventions to meet specific needs.
Acts as patient liaison and/or patient navigators assisting LEP persons with linguistic, safety, medication, and/or systemic concerns that may impact care. Attempts to resolve patient complaints immediately by referring concerns to the appropriate resource, e.g., Nurse Manager or Patient Experience Specialist. Ensures effective communication takes place by interpreting information, in the intended tone and manner, accurately, without adding or omitting information, and by promoting transparent communication.
Ensures patient’s questions and concerns related to the treatment plan are appropriately addressed and documented. Communicates adverse trends or adverse conditions to the provider. Communicates and distributes program information in targeted languages to LEP persons, maintain daily logs, complete timely electronic interpreter encounter documentation, support and track primary patient language trends and interpreter needs.
Communicates with patients, families and other visitors regarding policies, protocols, rights and responsibilities, coaches staff and providers on communication styles and cultural perspectives for best patient interaction. Reports risk management and patient safety concerns to leaders in a timely manner. Transcribes complex medical reports, educational material, and instructions for patients or providers as requested, District policy and procedures, and IRB program research study survey tools as requested.
Adheres to the National Council on Interpreting in Healthcare (NCIHC) Interpreters Code of Ethics and Interpreter Standards of Practice, Cultural and Linguistic Appropriate Services (CLAS) standards, and TJC language access standards.
is not an all-inclusive list of duties and may be subject to change with or without notice. Staff are expected to perform other duties as assigned.