About this role
The medical interpreter serves as an interpreter for patients and staff and supports the operations of the department. The interpreter uses, consecutive, simultaneous, and sight translation modes. Relays medical information between speakers of two different languages in compliance with all office and Lowell Community Health Center (Health Center) policies and procedures, particularly relating to patient confidentiality and informed consent, passing performance of competencies listed in the International Medical Interpreter Association (IMIA) Standards of Practice, and the Code of Ethics.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Helps facilitate successful delivery of services to linguistically diverse patients.Explains Health Center resources, office protocols, and limitations to providers, clinicians, and patients; makes appropriate referrals; serves 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 Health Center policies on customer service.Understands the Health Center’s approach of service delivery.Completes written translations as required in patient encounters such as filling out forms and medical instructions, and medication schedules; administrative translations such as letters to patients, documents, and patient materials.Supports the office operations by answering the phone, taking requests, calling patients to confirm appointments, documenting encounters on the interpreter tracking system, entering data, verifying and scheduling future appointments when necessary, general troubleshooting, filing, and photocopying. Utilizes on-line computer systems such as Outlook, the Health Center’s Electronic Health Record, and other Health Center software. Works with special projects and other duties as assigned.Participates in staff meetings and completes necessary departmental reports QUALIFICATIONS:
Fluency in English and Portuguese, both oral and written, with a minimum of Advanced Mid proficiency level as evidenced through language assessment test results from a recognized body such as http://www.actfl.org/publications/guidelines-and-manuals/actfl-proficiency-guidelines-2012 Ability to work accurately in consecutive mode and sight translate into and from working/ target language(s).Ability to use both languages fluently and accurately on all levels pertinent to professional needs.A minimum of 3-5 years of experience in a healthcare setting as a medical interpreter with strong medical vocabulary (including vocabulary of medical specialties)Bachelor’s degree in any area related to science or human services preferredProof of satisfactory completion of medical interpreter training - minimum of 40 hoursHigh level of customer service and a positive approachFamiliarity and ability to work with diversity of cultural/socio-economic backgroundsGeneral knowledge of cultural backgrounds of patients to be servedGood interpersonal, organizational, and time-management skillsKnowledge of computer systems SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
Strong linguistic skills:
understands a variety of regional accents and linguistic styles and registersselects appropriate mode of interpretation for each situationinterprets with highest degree of accuracy and completeness in consecutive, simultaneous, and sight translation modesself-corrects, understands own linguistic limitations, seeks clarification, and accepts correctionnotices cues from encounter participants regarding level of understanding and/or need for clarificationpossesses 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.intervenes as intercultural mediator when culture-bound messages compromise communicationavoids generalizations and stereotypinguses culturally appropriate behavior and is able to choose appropriate time to clarify or interject by respecting the goals of the encounterpossesses awareness of own personal values, beliefs and cultural characteristics, which may be a source of conflict or discomfort in certain situations, with the ability 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 (pre session)recognizes the complexity of the clinical encounter and added factor of linguistic barriersets 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 patientmaintains professional distance and integritydiffuses conflict between parties by remaining calm and impartialclarifies instructions, follow up steps in a diplomatic, effective manner Ethical competency:
understands and abides by Health Center policies on patient confidentiality, informed consent, non-discrimination; abides by interpreters code of ethics and standards of practice Interpersonal and customer service skills:
projects positive attitude about the department and the Health Center, and offers services to ensure positive experienceworks as a team with colleagues and providersaddresses 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 neededOrganizational skills:
works well under pressure to manage stressful situationsdemonstrates flexibility to meet scheduling needs and often handles unpredictable changesexhibits sound judgment and confidencehandles multiple tasksdemonstrates attention to detail and accuracyKeeps time to all scheduled appointments- some evenings and weekends may be required to meet patient needs