Certified Medical Interpreter

Responsibility to act as a non-clinical liaison for the Limited English Proficiency (LEP) patient/patients’ family at Western Regional Medical Center with City of Hope. The Patient Advocate, CMI works directly with LEP patients to provide interpretation and translation services for Spanish speaking patients. Additionally, they communicate patients’ questions, complaints, and concerns to the appropriate staff member and guide resolution. The advocate may be required to review policies and procedures to patients and refer them to proper services. Advocates may be assigned additional responsibilities within scope of practice.

JOB RESPONSIBLITIES

• Works directly with LEP patients to provide interpretation and translation services for Spanish speaking patients

• Acts as the Cultural Guide for all LEP and International patients from evaluation through survivorship.

• Assists employees in understanding the cultural factors of LEP patients by detailing cultural sensitivities, preferences and any other details that could impact patient diagnosis and treatment.

• Develops a strong working relationship with our outside Certified Medical Interpreter / Certified Hospital Interpreter (CMI/CHI partners in support of an exceptional patient and employee experience and to assist in weaving them into the team in support of our LEP patients

• Documents each patient encounter

• Trains all departments on how to utilize the video remote interpreter and make sure it functions properly.

• Requests vendors and direct contractors when needed to cover LEP patient appointments.

• Accountable for written translations

• Acts as the non-clinical liaison for patients and patients’ families throughout the entire oncology treatment process.

• Documents, investigates, and take steps to resolve patient complaints in a timely manner

• Documents, investigates, and escalates patient grievances in a timely manner

• Solicits patient feedback via patient rounding and focus groups

• Works with all internal partners to maintain a high outpatient and inpatient satisfaction score.

JOB QUALIFICATIONS

Experience: Minimum of two years of experience in healthcare or customer relations field.

Education: High School Diploma

Certification: National Certified Medical Interpreter credential required – as issued by an NCCA, National Commission for Certifying Agencies organization

Special Skills: Bilingual in Spanish, both written and verbal, with strong communication and interpersonal skills, conflict resolution, critical thinking skills.