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Job Details

SIDRA4599 - Lead – Medical Interpreter (Shift Duty)

Department: Medical Services Div
Division: Medical Services Dept
Contract Type: Full Time
Closing Date: 01-May-2019
Organizational Profile:

Sidra Medicine is a state of the art academic medical center that will function to the level of the highest international standards. Its clinical focus is on the specialty care of women and children.

Sidra’s Vision is: “Sidra Medicine will be a beacon of learning, discovery and exceptional care, ranked among the top medical centers in the world”.

Achieving this vision will encompass three essential activities:

World Class: Patient and Family Centered Care Health Education Biomedical Discovery

DEPARTMENT/BRANCH PROFILE:

The Department of Patient Experience ensures consistently patient-centered care by partnering with all clinical and non-clinical staff to exceed the expectations of patients and families. The Department serves as a leader, catalyst and advisory resource for patient experience initiatives across Sidra. The Department provides resources and data analytics; identify, support, and publish sustainable best practices; and collaborate with a variety of departments to ensure the consistent delivery of patient-centered care. The department’s major programs include interpretation services, guest relations and volunteer services.

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:

ESSENTIAL:

  • 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

  • Bilingual (Arabic-English)

  • 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

  • Well groomed

  • High cultural awareness

PREFERRED:

  • Arabic Speaking

  • Master’s degree

  • 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



Sidra’s Organizational Values:
  • Trust: Being competent; acting consistently, reliably and predictably; acting with honesty and integrity; respecting patient, employee and commercial confidentiality; delivering on commitments
  • Care: Acting with empathy, kindness and compassion; being humble; listening and responding; acting with cultural sensitivity; Caring for patients and staff
  • Teamwork: Sharing information and knowledge and learning from demonstrated expertise; being respectful, and thereby earning respect of others; acting with professionalism; leading and following; collaborating and being accessible
  • Transparency: Frequent and honest communication; open access to information for decision making; willingly acknowledge shortcomings; speaking up about concerns; publishing performance indicators
  • Innovation: Freedom to innovate; welcoming ideas and encouraging creativity; supporting talent; creating confidence; celebrating successes
  • Efficiency: Providing measurable value; using data to drive decision making; having and achieving clear goals; building processes that work; continuously improving outcomes in patient and family care
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