Join Cleveland Clinic's Main Campus where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Cleveland Clinic is recognized as one of the top hospitals in the country. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

Cleveland Clinic is looking to add a GPS Healthcare Coordinator/Interpreter to their dedicated team of caregivers. As a GPS Healthcare Coordinator/Interpreter, you will coordinate patient services and respond to a wide variety of patient requests including relationship management, appointment coordination, health system navigation, conflict resolution, intensive problem solving, risk mitigation and communication while assisting international patients and caregivers. You will also facilitate the coordination of care involving a broad spectrum of professional discipline, socioeconomic and cultural perspectives.

The ideal future caregiver is someone who:

• Thrives in a team environment.

• Is culturally competent, reliable and professional.

• Effectively handles complex situations and learns new processes.

• Has knowledge of medical terminology.

In this role, you will serve patients' needs, touch lives and make everlasting impacts. Opportunities for promotions, learning new skills and a supportive team will help you build a rewarding career, here at Cleveland Clinic.

At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.

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

Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities