JOB SUMMARY :
The Lead Medical Interpreter provides guidance, direction and training to the Interpreter Services team. They coordinate daily Interpreter Services operations and workflow monitoring such as scheduling, timekeeping and quality assurance.
They continuously interact and communicate with patients on explaining the medical terminologies, procedures, risks etc.
to patients and families as required by the physicians.
KEY ROLE ACCOUNTABILITIES :
Works with non-English speaking patients.
Responsible for patients’ data collection and analysis of data when requested.
Accesses Cerner to get patient schedules.
Set schedules for all medical interpretation services in advance and insure that the schedule is followed up as expected.
Educates clinical, nurses and other Sidra Staff in the importance of interpreters services and keeps them up to date on all related decisions.
Coordinates daily Interpreter Services operations and workflow monitoring such as scheduling, time keeping and quality assurance.
Provides guidance, education, mentoring and training to Medical Interpreters and other staff.
Provides feedback and performance assessments to the Manager Patient Experience when requested.
Coordinates with clinical, nurses and registration staff for all ad hoc medical interpreter services needs in a timely manner.
Facilitates medical service by interpreting language between patients / families and health care providers accurately and completely, using international best practices.
Clarifies information that cannot be literally translated from one language into another in order to facilitate understanding between the health care provider and patients / families.
Uses culturally appropriate behavior and is able to choose appropriate time to clarify or interject by respecting the goals of the encounter
Sets 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)
Understands and complies with organizational linguistic processes and procedures.
Maintains a professional distance and non-judgmental attitude when providing interpreter services.
Maintains language assistance with clinical follow-up or discharge instructions.
Manages terminology effectively utilizing medical terminology knowledge and understanding.
Keeps abreast of new language requirements and the need for additional interpretive needs.
Actively contributes to maintaining high standards of quality, patient safety and ensures patient experience is maintained.
Operates in compliance with interpreter and hospital policies and procedures, particularly those relating to patient confidentiality.
Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies.
Demonstrates high knowledge of local citizens’ preferences and high cultural awareness.
Maintains an organized and clean appearance in all work areas
Attends and participates in departmental / facility projects and initiatives, and wears Sidra’s uniform if requested
In view of the evolving needs and opportunities within Sidra, this position may be required to perform other duties as assigned and reporting relationships may vary.
QUALIFICATIONS, EXPERIENCE AND SKILLS SELECTION CRITERIA :
Bachelor’s Degree in any area related to Science or Human Service
Medical Terminology trained Interpretation
7+ years of experience in in the field of interpretation, preferably in healthcare.
Prior lead or supervisory experience
Proof of proficiency via trained and / or certification from credible association.
Interpretation in healthcare certified, Medical terminology trained.
Current certification as a Medical interpreter
Demonstrated experience in a healthcare environment and other customer service skill sets
Excellent documentation & one-on-one verbal communication skills
Excellent phone presence with the ability to create trust with guest
Self-motivated and driven to plan and execute rigorous lead qualifying contact
Ability to work in a fast-paced environment learning quickly
Proficient computer skills in Microsoft Office, Outlook, Google, Internet Explorer, Skype, and the ability to learn online CRM applications such as, but not limited to, Microsoft Dynamics and Electronic Health Records systems
Strict adherence to patient privacy, document sensitivity with dignity and respect towards others
Fluent in a minimum of two languages.
Ability to speak to all groups with dignity and respect regardless of position (gardener to physician).
High level of concentration.
Proficiency with Microsoft Office suite
Fluency in written and spoken English
PREFERRED : Arabic Speaking
3+ years of Lead Interpretation skills within a Hospital in GCC or Middle East.
Fluency in English to Arabic and Arabic to English Translation.
Certified Medical Interpreter (CMI) or Certified Health Interpreter (CHI) credentials preferred
Membership within a recognized professional institute in this field