Coordinator, Multicultural Services

Oversees services, programs and health information offered by Advocate Good Samaritan Hospital for individuals who are limited/non-English speaking and/or have sensory assistance needs (sight, speech and hearing). Also responsible for the individuals providing those services and the design and execution of such services to assure 100% compliance with federal and state laws and regulations (i.e. Title VI, Section 504 of the Rehabilitation Act, HIPAA, ADA, and ACA). This position also works on special projects and assignments as requested by the manager.

Manages the coordination of interpretation and translation services for patients and visitors at Advocate Good Samaritan Hospital.

•    Monitors communication issues for inpatients, outpatients and visitors and seeks out resources to resolve the same. Facilitates and implements quality improvement initiatives in order to enhance the patient experience for non-English speaking and special needs patients to ensure effectiveness within scope and budget constraints. (excluding building operations and facility design).
•    Responsible for bilingual (internal and external) and special needs interpreters. Interpreters consist of Multi Cultural Services (MCS) associates, independent/agency American Sign Language (ASL) interpreters, agency medical interpreters and contracted phone service interpreters to ensure effective communication, and excellent patient satisfaction.
•    Ensures interpreters have the necessary direction, understand their role and are able to define the scope of their responsibilities to hospital personnel to ensure correct utilization of their interpretation skills in order to complete assignments.
•    Provides ongoing feedback, reinforces positive performance, evaluates and disciplines staff in a timely manner. Monitors interpreters' competencies, ASL licensing and interpreter's certifications for compliance. Provides annual performance evaluations.
•    Maintains inventory of patient related communication equipment and assists in the delivery, set-up and training for Video Remote Interpreting (VRI), TDD/TTY phones and other auxiliary communication aides for patient use in the hospital.
•    Examines invoices for accuracy and submits accounts payable check requests for payment of services rendered for contracted services.
• Provides interpretation services for staff, patients, family members, and companions.
•    Follows the Interpreter Code of Professional Conduct which includes: • Confidentiality • Accuracy-conveying the content and spirit of what is said • Completeness-conveying everything that is said • Conveying cultural frameworks • Non-judgmental attitude about the content to be interpreted • Client self-determination • Attitude toward clients • Acceptance of assignments • Compensation • Self-evaluation • Ethical violations • Professionalism
•    Provides interpreter services for Hospital staff, patients, family members, and companions. This may include but is not limited to registration/admissions, procedures/treatments and discharges.
•    Interprets forms, non-technical instructions, and other patient-related information.
•    Responsible for logging interpretation requests. This is used for statistical reporting.
•    Refers calls for languages other than Spanish to the appropriate resource.
•    Demonstrates teaching strategies with patients, families, and companions assuring that language is not a barrier to the understanding of information and take home materials.
• Assess and plan education for Multi-Cultural Awareness and Sensitivity.
•    Coordinates the translation of vital forms into the appropriate languages as mandated by statute.
•    Researches, identifies and assures Good Samaritan Hospital is in compliance with the Illinois State Language Assistance Services Act (210 ILCS 87/10) and the Guidance set forth in Title VI, the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act, the ADA, and Section 1557 of the ACA). Adheres to rules, regulations, policies and procedures established by Accrediting Organization, CMS and CLAS standards with regard to language services for patients and visitors excluding building operations and facility design.
•    Conducts ongoing needs assessments, develops and provides education and resource plans to include publications and other communication methods which will meet the training needs related to building a culture of multi-cultural awareness and cultural sensitivity.
•    Responsible for physician, leadership and staff education with regard to laws requiring the provision of providing language assistance, assessing for the need for language assistance and the resources available to provide language assistance and other auxiliary services.
•    Provides interpreter education and awareness through venues such as new associate orientation and department skills days.

Education/Experience Required:

• Associate degree or equivalent in linguistic or health care field 2-3 years experience with supervising subordinates. 3-5 years in providing professional interpreting services preferably in a health care setting Knowledge of medical terminology Medical interpretation training; certificate a plus.

Knowledge, Skills & Abilities Required:

• Ability to cooperate and work well with internal/external customers. Excellent communication skills. Excellent telephone manners. Bilingual in Spanish, ASL, Hindi, Polish or Mandarin with the ability to read, write, and speak proficiently. Excellent customer service skills Typing 35 wpm, preferred. Basic Computer skills in Microsoft Excel and Word

Physical Requirements and Working Conditions:

• Ability to handle multiple complex tasks, work under stressful and difficult situations while working with staff, patients and guests. Comfortable with extremely high public contact. Ability to interact well with people from any different cultural backgrounds which will require good judgment and diplomacy. Must be flexible with time and able to work rotating shifts any day of the week, including holidays.
• If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015. Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.