PRIMARY FUNCTION:

To serve as a medical interpreter for patients, families and caregivers, rendering information accurately and completely between English and other languages in compliance with all ChristianaCare Language Services and ChristianaCare organizational policies and procedures, particularly relating to patient confidentiality and informed consent, following the NCIHC Code of Ethics and Standards of Practice.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provide accurate and qualified interpretation between LEP (limited English proficient) or Deaf patients and families and English-speaking caregivers to facilitate successful health outcomes.

• Serve as a resource to both patients and providers to contribute to successful outcomes.
• Explain ChristianaCare linguistic and cultural resource to patients, families and caregivers.
• Provide face to face, telephonic or video interpretation for encounters, including and not limited to: medical appointments; assessments; family meetings; psychiatric and social work consultations; teaching; informed consents; explanation of tests and procedures; palliative care; end of life, etc.
• Document encounters in the interpreter tracking system (ServiceHub) as required.
• Provide over the phone interpretation when necessary to facilitate patient care.
• Provide Video Remote interpretation when necessary to facilitate patient care.
• Assist with administrative written translations such as letters to patients, documents and patient education materials, as qualified.
• Support the operation of the Department of Language Services by answering the phones, dispatching, and scheduling when needed.
• Assist the Department of Language Services with on-the-job training and mentoring of new interpreters, LINCC interpreters, hospitality interpreters and internship interpreters.
• Utilize computer programs and software that facilitate the everyday duties such as ServiceHub/W2, ServiceHub/R2, Outlook, ED Tracker, etc.
• Work on Special projects as assigned.
• Perform duties in a spirit of teamwork and cooperation.
• Adhere to all ChristianaCare and Language Services policies, including those on customer relations, and hospitality and understands the hospital's system of service delivery.
• Performs assigned work safely, adhering to all ChristianaCare safety rules and practices for in-house and remote workers. Reports to manager or supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.
• Demonstrates compliance with ChristianaCare departmental policies and procedures including mandatory education requirements such as fire and safety, infection control and disaster training.
• Performs other duties as required.

SCOPE, PURPOSE, AND FREQUENCY OF CONTACTS:

Position requires frequent contact with patients, family, visitors and facility staff in the process of providing, promoting and coordinating interpreter services.

DIRECTION/SUPERVISION OF OTHERS:

None

DIRECTION/SUPERVISION RECEIVED:

Manager of Language Services & Director of Cultural Competency, Equity and Language Services

EDUCATION AND EXPERIENCE REQUIREMENTS:

• High school diploma or GED required. An associate degree or college work in any area related to science or human services highly desired.
• Fluency in Foreign Language and English. Proof of achieving a minimum score of Advanced Mid on the ACTFL OPI or comparable Oral Proficiency exam in both languages; or college degree(s) received from Universities abroad and/or local.
• Proof of Medical interpreter training- a minimum 40-hour interpreter training program or a college degree in interpreting.
• One to two years' experience in a healthcare setting as a medical interpreter.
• An equivalent combination of education and experience may be substituted.

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

Linguistic skills :

Understands variety of regional accents and linguistic styles and registers. 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. Possesses strong writing skills and understanding of translation process. Ability to learn and retain new terminology.

Interpreting skills :

Selects appropriate mode of interpretation for each situation. Interprets with highest degree of accuracy and completeness. Explains role of the interpreter to patient and provider. Sets tone of the patient/provider encounter to manage spatial configuration and flow of communication to preserve accuracy and completeness. 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. Mediates conflict between parties by remaining calm and impartial. Clarifies instructions, follow up steps in a diplomatic, effective manner.

Interpersonal and customer service skills:

Projects positive attitude about the Language Services department and ChristianaCare 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 providers to clarify directly with the patient in reference to making appropriate referrals and/or assisting with making of appointment with right resources and booking interpreters as needed.

Strong cultural awareness competencies :

Understands language as an expression of culture, encourages each party to clarify underlying assumptions 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. Is 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.

Ethical competency:

Understands and abides by ALL ChristianaCare policies on patient confidentiality, informed consent, non-discrimination and by interpreter's code of ethics.

Organizational skills:

Works well under pressure and manages stressful situations. Possesses the ability to meet scheduling needs and handle often unpredictable changes. Displays sound judgment and confidence, is detail oriented. Possesses the ability to handle multiple tasks.

SPECIAL REQUIREMENTS:

Must be able to walk at a brisk pace through all areas of the ChristianaCare Newark Hospital, Union Hospital and Wilmington Hospital campuses, and other ChristianaCare satellite locations.

PHYSICAL DEMANDS:

Good hearing, eyesight, and clear speech. Physically demanding position with long periods of standing and a lot of walking; long periods of sitting in front of a computer/screen; emotionally challenging, as some interactions may be highly stressful requiring maturity, composure and sound judgment. Frequent walking at a brisk pace or standing for long periods of time.

WORKING CONDITIONS:

Varied clinical and administrative environments, often with ongoing multiple conversations, bells, alarms, and alert tones. Need to obtain replacement before leaving work assignments. Frequent handwashing. Intermittent exposure to all weather conditions. Occasional exposure to blood, bodily fluids, and infectious diseases. Frequent exposure to emotionally challenging encounters with patients.