Job Description

Provides bilingual translation services to the target language or to Limited English Proficient (LEP) throughout the University for patients, their families and others. The Spanish interpreter provides interpreting services for all clinical and professional University of Rochester Medical Center staff, patients and family members/significant others who are with the patient. All Interpreters on staff generally provide these services during normal business hours at the Medical Center, Outpatient Clinics, and Hospital Affiliates. Manages flow of communication autonomously and efficiently between source and target language during medical and non-medical healthcare encounters across URMC's diverse and numerous clinical specialties in inpatient and ambulatory settings. Interpreter carries a pager assigned by the hospital responding to all pages established in NYS Code of Rules and Regulations 405.7 (20 minutes for outpatient/inpatient, 10 minutes for Emergency Department. Services are provided 24 hours a day, 7 days a week over varied shifts. On-call interpreters are minimally expected to work two weekend coverage shifts of four hours apiece, or one shift of eight hours. Interprets all assignments, whether prescheduled or received via pager, in a timely and professional manner in accordance with hospital policy. Weighs the goals of each encounter in collaboration with clinical healthcare providers and non-clinical hospital staff to determine the situational context of the patient interaction. Chooses appropriate communication ground rules and methods, informs all parties of the role of the interpreter, and briefs healthcare professionals on any knowledge possessed by the interpreter regarding the patient or encounter. Assesses and recommends most effective communication method for patients with barriers to communication, altered mental status, or other special communication needs. Verifies patient's preferred language is correctly identified. Selects appropriate mode for optimal flow of communication (consecutive, simultaneous, sight translation). Proposes most suitable service delivery modality (in-person, video, telephone) based on the needs of the patient, and in the event of unforeseen communication barriers. Debriefs with healthcare professionals after the encounter, as necessary, to optimize the understanding of the conversational content and provide linguistic and cultural insights. Monitors for linguistic misunderstandings where they exist and recommends adjustments to level of formality and style as needed. Prioritizes, triages, and responds in a timely and appropriate manner to multiple service requests in order of critical urgency and patient acuity. Supports cultural responsiveness by assessing for cross-cultural impact on communication (verbal and nonverbal) between patients and healthcare providers during highly complex interpersonal encounters. Monitors for cultural misunderstandings where they exist and devises appropriate intervention as needed to empower the patient to participate in decisions related to their care. Intervenes by confirming with all parties if a possible cultural misunderstanding has occurred by culturally mediating order to avoid assumptions, disrespect, or immediate harm. Facilitates the understanding of cultural differences and promotes direct communication to build trust and enhance patient satisfaction. Informs patients of available supports as appropriate (Social Worker, Case Manager, Care Coordinator, Financial Coordinator, Chaplain, etc.). Promotes inclusive and equitable communication during interactions with all parties. Contributes as integral member of clinical and non-clinical healthcare teams, twenty-four hours a day, seven days a week as the specialist in language and culture. Provides interdisciplinary education to all team members for effective communication, as needed, during encounters, patient trainings and teachings. Facilitates meaningful access to URMC health programs for patients with limited English proficiency to remain compliant with Title VI of the Civil Rights Act of 1964, Executive Order 13166: Improving Access to Services for Persons with Limited English Proficiency, Medicaid Managed Care Requirements (42 C.F.R. 438.10) The US Department of Health and Human Services National Culturally and Linguistically Appropriate Service (CLAS) Standards, The Patient Protection and Affordable Care Act Section 1557, The NYS Code of Rules and Regulations 405.7, NYS Executive Order 26, and The Joint Commission. Identifies interpreting service needs based on patient/provider dynamics, best practices, and effective communication, and informs program leadership of recommendations for service enhancements. Applies established national healthcare interpreter code of ethics and standards of practice. Adheres to Joint Commission Standards, department policies, safety protocols and infection control standards, and completes service provision documentation in electronic medical record. Discloses and justifies any potential limitations, conflicts or need for recusal appropriately and timely. Supports and upholds patient confidentiality in accordance with HIPAA. Intervenes impartially and transparently, when necessary, acting within appropriate professional boundaries to protect autonomy, dignity, and safety of all parties. Maintains interpreter performance-based skills assessed either at time of hire or through direct observation. Enhances skills by participating in activities for professional growth and development through interpreter webinars, conferences, annual trainings, and self-directed learning. Completes scheduled training and other required staff activities including yearly mandatory online policy and procedure training, yearly health updates, staff meetings, and other training/activities as necessary. Completes all documentation, paperwork and administrative duties including eRecord completed at the end of each patient interaction, database entries based on completed schedules and requests, yearly certification update if applicable, professional development transcripts, and other paperwork and assignments as necessary. Other duties as assigned.

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