ED Interpreter/Family Liaison-8 hrs

About the role

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.

Responsibilities

• 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.
• 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.
• 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).

Qualifications

• 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.