Job Summary: The Certified Interpreter will assist non-English speaking medical and dental patients and families as they receive services within Choptank Community Health System (CCHS). They will be available to answer the phone and convey messages related to the other office staff. Assists Referral Specialist in communicating medical appointments outside of CCHS. Reinforces basic health teaching.

Required Skills/Abilities:

• Working knowledge of automated patient data systems.
• Must be proficient in computer skills.
• Must possess excellent interpersonal skills and communicate effectively.
• Fluent in secondary language and English to provide interpretive services for bilingual clinical visits.
• Ability to effectively communicate in writing in both English and Spanish.
• Excellent communication and interpersonal skills to greet patients and visits in person or over the phone
• Eligible for Certificated Medical Interpreter Course
• Must demonstrate the ability to use office equipment such as computers, printers, telephones, fax machines and copier machines.

Education and Experience:

• High School Diploma or equivalent
• Preferred experience in medical interpretation services
• Certified Medical Interpreter required, if not certified, must complete and pass certification exam within one year from date of hire.
• Minimum six months experience preferred.

Core Values:

• Commitment To Service
• Respect
• Quality
• Teamwork
• Patient Focus
• Integrity
• Accountability
• Caring & Compassion
• Professionalism
• Listening & Responding
• Safety
• AIDET

Job Related Competencies:

• Empathetic Outlook- The ability to perceive and understand the feelings and attitudes of others; the ability to place oneself “in the shoes” of another and to view a situation from their perspective.
• Attention to Detail- The ability to process detailed information effectively and consistently.
• Problem Solving- Identifies and analyzes problems weighing the relevance and accuracy of available information. Generates and evaluates alternative solutions and makes effective and timely decisions.
• Communicates Effectively- Developing and delivering multi-mode communication that convey a clear understanding of the unique needs of different audiences.
• Values And Ethics- Serving with integrity and respect in personal and organizational practices. Ensuring decisions and transactions are transparent and fair.
• Time Management- The ability to effectively manage one’s time and resources to ensure that work is completed efficiently.

Duties/Responsibilities:

Non –English interpretation and translation services

• Consistently builds rapport with patients, gains trust and confidence of patients.
• Consistently able to match level of patient education and understanding to the information that is being interpreted.
• Interprets for non-English speaking patients, family members during the medical and dental encounter.
• Assists with health education programs for the patients and family members.
• o Provides accurate interpretation to staff within CCHS (billing etc.) on behalf of the patients.
• Assists Patient Services Specialists with front office responsibilities that are needed for the non-English speaking patients including registration, scheduling, insurance verification.
• Translates written information for the non-English speaking patients.
• Informs patients of all specialty appointments and advises of instructions for appointment.
• Assists with communicating specialty appointments.
• Assists with sliding fee applications and appropriate and accurate income documentation
• Facilitates services for non-English speaking patients with outside agencies such as Department of Social Services etc. as needed.
• Informs patients of medical results and provider messages.
• Daily works electronic health record messages.
• Receives calls from patients and provides customer service.
• Consistently screens calls, documents phone calls in the electronic health record. Messages are accurate, legible, and complete.
• Voice mail messaging service is answered timely.
• Always follows established procedures for handling patient calls and visits.
• Works with the medical staff and clinical team to coordinate patient flow
• Practices AIDET with all patient interactions.
• Addresses patient concerns with Site Director in timely and responsive manner
• Always maintains patient confidentiality

Registration

• Enters and edits appropriate demographic data on patients accurately via telephone or at time of patient arrival.
• Verifies insurance eligibility per established procedure for all Medicaid patients.
• Ensures all registration forms are completed during first appointment and verified at every visit and signatures are obtained annually
• Ensures all insurance information is verified at every visit
• Determines patient’s eligibility with the sliding scale and verifies proof of income consistent with current policies.

Scheduling

• Schedules non- English-speaking patients appropriately in practice management system following template guidelines.
• Performs schedule confirmation calls for all non- English-speaking patients including proper documentation.
• Reschedules non- English-speaking patients when necessary.
• Manages same day requests in coordination with clinical team
• Reschedules appointments when needed.
• Troubleshoots scheduling problems.
• Performs Other Duties as Required

Performs Other Duties as Required

• Follows CCHS Standards of Behavior
• Takes initiative to solve problems and recommends improvements to the Site Director.
• Consistently displays professionalism during interaction with CCHS customers, staff and clinicians.
• Attends weekly huddles, monthly site meetings, department meetings and full staff meetings as required.
• Promotes customer service with patients and outside contacts.
• Takes initiative and prioritizes effectively.
• Works with other staff to achieve a desirable working environment.
• Provides support to the department to cover shortages in other CCHS sites.
• Acts as back up to Patient Services Specialists.
• Provides phone support as needed.
• Provides cross coverage for other interpreters and sites.

Regular, reliable attendance is a requirement of this job.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
Note: As a healthcare organization that accepts Medicare/Medicaid - we are required to comply with all Federal mandates related to vaccines.
This requirement applies to all current and future Choptank employees.