Under the direction of the Director, the incumbent provides medical interpretation for clinical and non-clinical encounters to enable communication between patients and families who are limited English proficient (LEP); and clinicians and other hospital staff. Interpretation will be provided in person, by telephone and/or by video in compliance with the National Standards of Practice and Code of Ethics, MGH policies and Medical Interpreter Services guidelines to ensure patient safety and access to quality care.
Please note this position is temporary in nature and not eligible for benefits.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Provides accurate and skilled interpretations to help facilitate successful delivery of services to non-English speaking consumers. Explains MGH resources, office protocols, and interpreter role to clinicians and patients; makes appropriate referrals; serves as a resource to both patients and providers to contribute to successful outcomes. Performs duties in a spirit of teamwork and cooperation. Adhere to hospital policies on customer relations and hospitality. Understands the hospital's system of service delivery.
Provides short written translations as required in patient encounters such as filling out forms, medical instructions, medication schedules and discharge instructions. Provides administrative written translations such as letters to patients, patient education materials, and other documents.
Serves as a mentor to medical interpreting students.
Tracks and documents encounters on the interpreters scheduling system. Assists with phones intakes, engages in general troubleshooting. Works and follows through with special projects as assigned.
In-patient discharge instructions
Assist patients fill out forms
Administrative translations such as letters to patients, patient education materials, and other documents
Phone Interpretation, in various situations such as:
All types of clinical and non-clinical encounters in the hospital
Helping patients obtain information
Making, confirming or re-scheduling appointments
Giving simple medical instructions
Helping patients with any questions
Face to face interpretation for all types of encounters in the hospital setting, such as:
Medical appointments and nurse assessments
Psychiatric and social work consultations
Informed consents and explanation of tests and procedures
Documents and closes cases assigned on a daily basis. Utilizes various computer-based systems and tools. Assists with answering the phones, take requests, and engages in general troubleshooting. Special projects as assigned.
SKILLS & COMPETENCIES REQUIRED:
Strong Linguistic Skills:
Understands variety of regional accents and linguistic styles and registers
Selects appropriate mode of interpretation for each situation
Interprets with highest degree of accuracy and completeness
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
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.
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
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
Strong Interpreting Skills:
Explains role of the interpreter to patient and provider
Recognizes the complexity of the clinical encounter and added factor of linguistic barrier
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)
Encourages and fosters direct communication between provider and patient
Maintains professional distance and integrity
Diffuses conflict between parties by remaining calm and impartial
Clarifies instructions, follow up steps in a diplomatic, effective manner
Understands and abides by hospital policies on patient confidentiality, informed consent, non-discrimination and by national interpreter standards of practice and code of ethics
Interpersonal and Customer Service Skills:
Projects positive attitude about the department and the hospital, 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 provider to make appropriate referral and/or assisting with making of appointment with right resource and booking interpreter as needed
Ability to work well under pressure to manage stressful situations
Flexibility to meet scheduling needs and handle unpredictable changes
Sound judgment and confidence
Ability to handle multiple tasks
Attention to detail
LICENSES, CERTIFICATIONS, and/or REGISTRATIONS:
National Certification (CMI or CHI) required
Medical Interpreter Training Course
EDUCATION: Check boxes that best describe the minimum and preferred education requirements.
High school diploma, GED or equivalent
Medical Interpreter Training Course
Certificate: National Certification (CMI or CHI)
Fluency in English and one or more foreign languages, both oral and written
Certified Medical Interpreter (CMI) or Certified Health Interpreter (CHI) credentials preferred
1 to 2 years of experience in a healthcare setting as a medical interpreter with strong medical vocabulary
Minimum of 40-hr training in medical interpretation preferred
Bachelor's Degree in any area related to science or human services
High level of customer service and a positive approach
Familiar with diversity of cultural/socio-economic backgrounds
Good interpersonal, organizational, and time management skills
Knowledge of computer systems
SUPERVISORY RESPONSIBILITY (authority to hire, promote, or terminate):
Fast paced clinical and office environment, with frequently changing priorities
Physically demanding with a lot of walking and standing time
Emotionally challenging, as some interactions may be highly stressful requiring maturity, composure & sound judgment
Daily workload assigned by coordinators accordingly to patient needs
The information contained in this document is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of individuals so classified.
As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender identity, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.
Federal EEO Statement:
Bulfinch Temporary Service/Mass General Hospital is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.