ED Interpreter/Family Liaison

Company: Connecticut Children's Medical Center
Location: Hartford
Posted on: May 14, 2022

Job Description:

SUMMARY The ED Interpreter/Family Liaison serves as a liaison by facilitating communication between patients/families/visitors and the Emergency Department (ED) staff. The ED Interpreter/Family Liaison provides timely Spanish/English interpretation services and assists staff with their understanding of and respect for cultural differences. The ED Interpreter/Family Liaison circulates with all families to assist with patient flow and to support the patient family experience in the Emergency Department. ROLE RESPONSIBILITIES Language Services:Facilitates accurate and contemporary Spanish/English interpretation in face-to-face or telephone encounters between Spanish speaking patients and families and ED hospital providers. Monitors verbal interpretation needs and written translation needs (e.g. discharge instructions) for ED and develops effective services to meet those needs. May be required to provide accurate written translation for documents translated to Spanish. Coordinates interpretation services for all other languages.Continually seeks to improve language mastery to provide services to a broad Latino population.Cultural Mediation:Conducts patient/family interactions with respect for differing culture, beliefs and levels of understanding. Assist ED staff with their understanding and respect for cultural differences through informal and formal training. Mediate cultural issues for staff and families through the provision of cultural context and understanding to assure quality encounters with patient and family. Circulating as Family Liaison: Circulates through ED waiting and treatment rooms on an hourly basis; greets patients/families as they are placed in treatment areas, identifying self and job title. Acts as a liaison to facilitate communication between patients/families and ED staff. Monitors patient/family satisfaction during ED visits and takes steps to forward inquiries, complaints, and compliments to the appropriate ED staff members and management and follows up as necessary.Family/Visitor Resource: Tracks patient's location and progress through ED visit to provide information for family/visitors. Following established protocols, assesses and offers basic comfort needs (e.g. blanket, pillows, nourishments) and distraction materials for waiting periods. Assists patient/family in understanding ED protocols/visitation policies, and answers questions regarding ED policies/care. Assists in providing concierge services to patients/families by maintaining current knowledge and providing information about the location of hospital departments (e.g. laboratory, radiology, chaplaincy and/or chapel/meditation room, gift shop, cafeteria, vending machines, etc.). Participates as member of a department team, in quality improvement activities, to improve patient/family satisfaction in non-clinical areas of department. Collaborates with other staff to utilize volunteers for appropriate purposes. Documentation and Record Keeping:Following established protocol, accurately documents required information pertaining to services provided. Identify opportunities to improve patient care and maintain quality improvement data.Demonstrates knowledge of the age-related differences and needs of patients in appropriate, specific populations from neonate through adolescence, and applies them to practice. Demonstrates cultural sensitivity in all interactions with patients/families.Demonstrates support for the mission, values and goals of the organization through behaviors that are consistent with the CONNECTICUT CHILDREN'S STANDARDS. Position Specific Role Responsibilities Pursues opportunities to expand knowledge and skills relevant to language skills mastery and broad cultural understanding of Latino populations. Position Specific Job License and/or Certification Required [pos_license_cert] 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.SKILLS: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.Basic keyboard skills and comfort with databases.ABILITY TO:Understand and follow specific written and verbal instructions and procedures.Maintain quality, safety, and/or infection control standards.Maintain a professional but customer friendly demeanor.Prioritize and multi-task.Work variable shifts/hours and provide on-call services.Work Environment: [work_enviroment] Physical Requirements: Amount of Time (Choose which ones do apply) Occasional 25-50% day Frequent 50-75% day Constant > 75% day Stand --- --- X --- Walk --- --- X --- Sit --- X --- --- Manual Dexterity/Repetitive use of hands, wrists, arms, elbows --- X --- --- Forward reach w/hands and/or arms X --- --- --- Climb or balance X --- --- --- Stoop, kneel, crouch X --- --- --- Overhead/above shoulder reaching X --- --- --- Choose Applicable Lifting Demands LIFT Floor-Waist Waist-Shoulder Above Shoulder Occasionally Occasionally Occasionally Undergraduate degree in human services or related field, preferred.Fluency in spoken and written Spanish and English.Outstanding interpersonal and organizational skills.Bicultural preferred.Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: Connecticut Children's Medical Center, Hartford , ED Interpreter/Family Liaison, Other , Hartford, Connecticut