Under general supervision, the ED Interpreter/Family Liaison represents and interprets the mission, policies, procedures and services of Connecticut Children’s to patients and family members in support of Service Excellence and the overall Patient and Family Experience. The ED Interpreter/Family Liaison provides timely Spanish/English interpretation services and assists team members with their understanding of and respect for cultural differences. The ED Interpreter/Family Liaison functions as a resource and a liaison between Emergency Department (ED) and team members/providers to assist with patient flow and promote increased partnerships and communication. In addition, ensures that patient rights are respected; provides a channel for communication/partnership and promotes the highest level of quality of care and the Patient & Family Experience.
- Daily rounding in the Emergency Department to provide medical interpretation services, overall support and improve the Patient & Family Experience. Documenting these daily rounds in Rounds+.
- Facilitating accurate and contemporary Spanish/English interpretation in face-to-face or telephone encounters to ensure accurate communication between patients/families and ED providers and team members.
- Monitoring verbal interaction and written interpretation needs (e.g. discharge instructions) for ED and developing effective interpretation services to meet those needs.
- Supporting patient/family interactions with respect for differing culture, beliefs and levels of understanding.
- Supporting organization (house wide) with interpretation services as needed.
- Mediating cultural issues for team members and patients/families through the provision of cultural context and understanding to promote quality encounters and interactions.
- Monitoring patient/family satisfaction during ED visits and partnering with PFE team members to manage any ED patient/family complaints and facilitate service recovery.
- Supporting ED team members by acting as a resource to support patients/families that have shared concerns about care, communication and/or process.
- Assisting patients/families in understanding ED protocols/policies and answering questions regarding ED processes and care.
- Rounding on Inpatient patients/families that were admitted through the ED and are now on the inpatient units. This continued relationship will promote seamless support and provide consistent PFE involvement (thereby reducing stress & anxiety).
Position Specific Role Responsibilities:
- Pursues opportunities to expand knowledge and skills relevant to language skills mastery and broad culture understanding of Latino populations.
Education and/or Experience Required:
- Undergraduate degree in human services or related field, preferred.
- Fluency in spoken and written Spanish and English.
- Outstanding interpersonal and organizational skills.
- Bicultural preferred.
- Background in human services or healthcare preferred; or equivalent directly related work experiences.
Position Specific Job Education and/or Experience:
- At least 2 years of experience working in healthcare. ED and/or healthcare experience preferred.
License and/or Certification Required:
- Must be able to meet the eligibility requirements for a Medical Interpreter Certificate program prior to hire.
- Within 3 months of hire, successfully complete and pass a Medical Interpreter Certificate program offered within the region or as approved by the manager.
- Completion of a medical terminology course required upon hire.
- Nonviolent Crisis Intervention training certification required within one year of hire and maintained thereafter.
Knowledge, Skills and Abilities Required:
Knowledge of:
- The National Code of Ethics for Interpreters in Health Care.
- Differences in dialects in various Spanish-speaking regions.
- Complex medical terminology.
- Understanding of health beliefs and practices within various Spanish-speaking regions.
- Understanding of operational policies/procedures and how to research and identify policies/procedures as appropriate.
- State/federal regulations, DPH, JC, HIPAA regulations and other regulatory agency standards and requirements pertaining to patient rights and the management of patient complaints and grievances.
Skills:
- Bi-lingual (English and Spanish) speaking required.
- Expert proficiency in spoken and written Spanish and English.
- Exceptional interpersonal skills and the ability to interact and work effectively with clinical staff, physicians, and patient families.
- Intermediate to advance end-user skills in Microsoft Office applications (Word, Excel), and basic understanding of database management.
- Excellent interpersonal and communication (both oral and written) skills.
- Excellent organizational skills with the ability to prioritize a multi-faceted workload.
Ability to:
- Communicate effectively with patients, families and all levels of hospital staff verbally and in writing.
- Continually demonstrate patience, tact while dealing effectively and sensitively with patients and others in highly stressed situations.
- Demonstrate service behaviors consistently to act as role model for others.
- Maintain confidential patient information.
- Work independently and formulate recommendations.
- Pay close attention to detail and accuracy to ensure compliance with Connecticut Children’s policies and state/federal regulations.
Connecticut Children’s is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children’s offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two other states. Our transformational growth establishes us as a destination for specialized medicine and enables us to reach more children in locations that are closer to home. Our breakthrough research, superior education and training, innovative community partnerships, and commitment to diversity, equity and inclusion provide a welcoming and inspiring environment for our patients, families and team members.
At Connecticut Children’s, treating children isn’t just our job – it’s our passion. As a leading children’s health system experiencing steady growth, we’re excited to expand our team with exceptional team members who share our vision of transforming children’s health and well-being as one team.
