Manager-Interpretation and Cultural Services - Hospital Operations- Day

Location: WellSpan Health, York, PA

Schedule: Full Time

Hours: M-F Days

Full time: 40 hours/week

General Summary

Manages interpretation services across the system. Uses initiative to assess situations and work interdependently with other staff to meet the needs of the Limited English Proficiency Patients (LEP) and the Health Team. Directly responsible for the standard work process in all hospitals and practices. Creates goals for the team, distributes work among the team and is responsible for providing adequate coverage when interpretation services are needed. Oversees the Hospital Programs and the Off-Site programs and is responsible for the daily management of the team.As part of the Health Team, manages the communication process between Hospital-Medical Group and all its affiliates' physicians/staff and Low English Proficiency (LEP) patients and their families. Assists interpreters when necessary providing interpretations and translating documents. Oversees the Medical Interpreter Certification program

Essential Functions:

• Manages the interpretation programs across the system, responsible for the management of the Hospital and Off-Site programs in all aspects related to interpretation services

• Responsible for delegating the discharge audits to staff in every hospital and responsible for maintaining and reporting the data to the regulatory authority and the leadership

• Collaborates with the Supervisor of Medical Interpretations in developing the scheduling of Interpreters across the system and monitors and adjusts staff work schedules and locations to ensure that all scheduling areas are properly staffed.

• Collaborates with the Supervisor of Medical Translations and helps in the development of strategies to provide efficient translation services

• Assesses the urgency of various, competing needs for interpretation services and assist the Supervisor of Medical Interpretations in deploying personnel based on the level of urgency.

• Hires, trains, evaluates, and counsels staff. Initiates or makes recommendations for personnel actions.

• Responsible for reviewing the quality reports with the System Director and determines which interventions are necessary to improve patient experience and patient safety

• Develops strategies to educate staff across the system on the importance of using interpretation services, use of Video Remote Interpretation (VRI) technology, Over the Phone Interpretations (OPI), and identification of patients in need of interpretation services

• Provides direct support to the trainers for the Medical Interpreter Certification Program and serves as a proctor and mentor for the medical interpreters in training. Is knowledgeable of all aspects of the certifications program.

• Serves on the leadership team of Language Interpretation and Cultural Services and assists with developing the strategic plan and department goals.

• Formulates policies and operating practices for Interpretation Services.

• Develops all standard work and updates all processes to improve efficiency. Leads team, in collaboration with Language Interpretation and Cultural Services leaders, in the application of lean management planning and initiatives.

• Works side by side with Business Operation Manager in compiling data and provides analyses for regular and ad hoc reports

• Serves as Interpreter, as needed and: assists the Low English Proficiency (LEP) patients and their families in coping with illness and the associated stress by interpreting and translating medical instructions and procedures. Records results of patient encounter in the patient's medical chart as needed; assists the LEP patients with completion of various healthcare forms as needed with the corresponding department. as needed; gives support to health care providers with LEP patients so that a comprehensive and culturally sensitive assessment may be performed; provides emotional support by listening to patient and family concerns and communicating with the physician/medical staff for additional clarification; and counsels patients and their families as well as medical staff on community resources available to assist in post hospital care.

• Assists in the development and presentation of training programs designed to enhance the employee's understanding of the cultural needs of LEP patients. Helps WellSpan become a model of cultural proficiency.

• Attends or delegates the attendance to huddles at all hospitals and maintains open communications with all the care teams.

• Obtains instructions and clarification from other interpreters in order to provide follow-up services to patients and their families.

• Provide cross-coverage for emergency situations, time off, and other staffing needs. Willing to work beyond normal working hours, on weekends and holidays as needed, on all shifts and to perform on call as needed or required.

• Identifies and assesses problems that may arise and brings issues to the Director if necessary.

• Represents the department in different meetings and participates in initiatives involving language, interpretations, and cultural services.

Qualifications

Minimum Education:

• Associates Degree Required

• Bachelors Degree In a related field. Preferred

Work Experience:

• 2 years Experience as an Interpreter. Required and

• Working knowledge of Video Remote Interpretation (VRI) services. Required

• Spanish interpretation experience preferred.

• This position is 100% onsite.

Courses and Training:

• Medical terminology. Upon Hire Required

• Medical Interpreter Certification: Training within 180 days Required

• Certificate from an Accredited 40-hour Medical Interpreter Training Program.

Knowledge, Skills, and Abilities:

• Fluent in reading, writing, speaking and translating English and a second language.

• Typing and basic computer skills.

• Excellent interpersonal/communications skills.

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At WellSpan Health, we are committed to treating all applicants fairly and equitably, regardless of their job classification. If you require assistance or accommodation due to a disability, please reach out to us via email atcareers@wellspan.org. We will evaluate requests for accommodation on a case-by-case basis. Please note that we will only respond to inquiries related to reasonable accommodation from this email address. Rest assured, all requests for assistance or accommodation are handled confidentially, allowing applicants to share their needs openly and honestly with us.

WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic.