GPS Healthcare Coordinator Interpreter

Responsibilities:

• Assists international and limited English proficiency (LEP) patients and physicians or other healthcare workers by facilitating the communication process. Interprets dialogue and written material from one language to another including interpreting patient histories, physician instructions to patient, and patient questions for physician, nurse-patient dialogue and conducting pre-operative or post-operative education.
• Facilitates communication between provider and patient on the ramifications of accepting treatment or undergoing surgery.
• Ensures that patients understand their illness, its treatment and their legal rights.
• Interprets sensitive information to patients or their families including diagnosis of terminal or severe illness, death of a family member during treatment or surgery or information pertinent to ethnic, cultural or religious values, morals and customs.
• Coordinates patient services, such as scheduling follow-up medical appointments and gathering patient medical reports, x-rays, etc.
• Assists with problem resolution and process improvement.
• Collaborates with staff to coordinate appropriate response to requests utilizing second language skills.
• Provides timely follow-up to complaints to minimize negative consequences.
• Assists the department by working an on-call rotation (nights, weekends, holidays, etc.) to support patient needs.
• Other duties as assigned.

Education: 

• High School Diploma or GED required. 
• Bachelor's Degree preferred.
• Medical terminology knowledge attained through formal coursework or experience preferred. 
• Bachelor's Degree may substitute for the required experience. 

Work Experience: 

• Five years of customer service experience required in an exceptional customer service environment. 
• Healthcare experience preferred. 
• Has PC and Microsoft proficiency. 
• Strong English communication skills. 
• Demonstrated attention to detail, time management, and problem-solving skills required to coordinate multiple resources and requests.
• Exemplary interpersonal skills and ability to interact with individuals and groups in a wide variety of highly sensitive and diplomatic situations. Medical terminology knowledge preferred. 
• Professional interpreting experience preferred. 
• Experience with maintaining confidentiality and performing complaint resolution preferred. 

Languages:

• Fluent in one or more foreign languages – verbal and written. 

Certifications: 

• Certified Healthcare Interpreter (CHI) by Certification Commission for Healthcare Interpreters (CCHI) or Certified Medical Interpreter (CMI) by National Board of Certification for Medical Interpreters (NBCMI) certification or other healthcare interpreting certificate preferred. 
• Must possess a valid State Driver’s License and maintain automobile insurance coverage.
• Must obtain Ohio license within 30 days of start date.

Complexity of Work: 

• Demonstrated ability to effectively interact with all levels of an organization and possess excellent written/verbal communication skills.
• Requires critical thinking, decisive judgment and ability to work with minimal supervision. 
• Must successfully navigate complex situations while providing superior patient experience.
• Must be able to function in a stressful environment and know when to escalate issues appropriately. 
• Must exercise creativity and have well-developed problem-solving skills with the ability to negotiate mutually satisfactory resolution of problems. 
• Demonstrate excellent oral and written communication skills as well as organizational skills. 
• Must be a confident, motivated self-starter and demonstrate flexibility, initiative, customer focus and the ability to handle stress. 

Physical Requirements: 

• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to communicate and exchange accurate information
• Ability to travel throughout the hospital system