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Cultural Ambassador

2131 South 17Th Street
Wilmington, NC
Job ID: 11953
Date Posted: Nov 18, 2022

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Job Description

Description

About NHRMC

NHRMC, established in 1967 in Wilmington, NC, is recognized as a preeminent healthcare organization focused on leading our community to outstanding health. We have an 855 bed network of hospitals and multi-specialty physician group practices with more than 200 physicians. With a network of primary, specialty, neighborhood clinics and regional medical centers; you will find our culture is the very definition of best in practice. Join us and find out how many ways NHRMC offers you the chance to focus on what really matters - our patients and community.

About the Job

Location: New Hanover Regional Medical Center

Department: Interpreters

Full Time Equivalent: FTE: 1.000000

Work Type: 64 to 80 Hours Pay Period

Work Schedule: 8HR ROTATE - Rotating shifts

Exempt from Overtime: Exempt: No

What You'll Do

Summary:

The team member’s Number One job responsibility is to deliver the most remarkable patient experience, in every dimension, every time, and understands how to contribute to the health system’s vision of achieving that commitment to patients and families. At Novant Health, people are our business. We treat each other with respect and compassion. We embrace the differences in our strengths while fostering an environment of inclusion, empowerment, inspiration and courage. The team member will use Novant Health’s First Do No Harm (NHFDNH) safety behaviors/error prevention tools and high reliability strategies as appropriate to ensure a safe, remarkable patient experience. Perform a variety of customer services support, interpretation, and cultural broker to assist in creating a remarkable patient experience for non-English speaking patients.

Responsibilities:

Essential Functions• Interpreter and Translation Services: Provide cultural information to facilitate support for a treatment plan. Actively participate as a member of the care team to assure all essential conversations are provided in the patient and their caregivers preferred language. Participate as a neutral party in the role as conduit of information that must flow between team members and individuals in which English is not their preferred language. • Accuracy: Ensure that information pertaining to the patient's outpatient services, hospitalization, (i.e. advance directives, consents from treatment, diagnosis and prognosis, treatment plan, follow-up appointments and Health Care Education) are accurately communicated. The patient's questions/concerns regarding this information is to be appropriately addressed and documented per NH policy. Provide interpreter services, and convey the exact message as opposed to summarizing the information in a way that is subjective. • Customer Service: Promote customer satisfaction related to Novant Health services; notify Supervisor of any issues that may be problematic for patients or Novant Health staff. • Professional Development and Compliance: Participate in continuing education programs and competency training to enhance professional role. Ensure that all policies and procedures related to process, service, and employee work rules are followed. Adherence to the Professional Code of Ethics. Maintain confidentiality in all matters related to patient care and visitor issues on non-English speaking patients/families/escorts. • Process: Assist to minimize institutional and attitudinal barriers. Assist with conducting satisfaction surveys and evaluation of results. Participate in continuing education programs and competency training to enhance professional role.• Communication: Actively participates as a member of the care team to assure all essential written information (sight translation) and verbal conversations are provided in the patient’s and their caregiver’s preferred language. Participate as a neutral party in the role as conduit of information that must flow between team members and individuals in which English is not their preferred language. Ensure that information pertaining to the patient's outpatient services, hospitalization, Hospice & Palliative Care (i.e., advance directives (Choice and Champions), Patient Partnership, guest services, consent from treatment, diagnosis and prognosis, treatment plan, follow-up appointments and health care education) are accurately communicated. Establish and maintain contact with family and care givers to assure resources are available in the continuum of care for limited English proficient patients. Collaborates and connects with different departments across Novant Health applying Teach Back techniques for effective communication with our patients and team members.• Quality Improvement: Develop an appropriate network of champions within the organization that can encourage staff and give staff confidence to raise concerns regarding patient safety, language access and coordination of care across Novant Health. Notify to leadership of Language and Cultural Services of any issues that may be problematic for patients or Novant Health staff.• Compliance: Maintain confidentiality in all matters related to patient care and visitor issues. Ensure that all policies and procedures related to process, service, and team members’ work rules are followed. Maintain confidentiality in all matters related to patient care and visitor issues on non-English speaking patients/families/escorts. Document every interpreting medical encounter in the Electronic Medical Record (EMR). • Customer Service: Assist patients to navigate from Acute to Ambulatory services, Medical group and community resources for follow-up care. 

Position Requirements

Credentials:

Education:
* High School Diploma or GED 

Other information:

Education: High School or GED Required, 4 Year/ Bachelors Degree Preferred.

Experience Required: Minimum two years in a foreign language medical interpreter health care role required. 

Refer to the Life Support Training Policy NH-HR-3096.

Licensure/Certification Required/Preferred: NBCMI Preferred 

Skills/Requirements (required): Ability to successfully complete generic and department-specific skills validation, competency testing, and the ambassador onboarding program. Successfully passed departmental oral and written translation assessments. Ability to drive/travel to multiple facilities/locations as needed.). Will be part of a pool of interpreters assigned to different locations and with varying schedules as required to serve the Medical Group patient population. Successful completion of Interpreting in Healthcare and Human Services Level 1 from Leadership approved institutions within the first year of hiring or Language Line Academy advance module for medical terminology 


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