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Supervisor Cultural Ambassador

2131 South 17Th Street
Wilmington, NC
Job ID: 5747
Date Posted: Jan 4, 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: STD HRS - Standard-Exe or Office w flex

Exempt from Overtime: Exempt: No

What You'll Do

Summary:

The employee’s Number One job responsibility is to deliver the most remarkable patient experience, in every dimension, every time, and understand how he or she contributes to the health system’s vision of achieving that commitment to patients and families. The Cultural Ambassador Supervisor provides face to face medical interpreting for all Novant Health Interdisciplinary Team members. The role coordinates Cultural and language services by ensuring the smooth flow of operations, implementing policies and procedures, and enforcing rules and regulations established by the department’s leadership. Assists in the supervision of staff by distributing tasks, setting shift for a team of Cultural ambassadors, and monitoring projects to ensure that acceptable performance standards are maintained. Employs the use of technology and other resources to provide Language and Sign Language Services to different departments within the assigned facility.


Responsibilities:

1. Process: Provide face to face Interpreter services (simultaneous, consecutive, and sight translation). Translates medical and instructional documents from English to target language. 2. 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. 3. Quality: Renders all messages accurately and completely, without adding, omitting or substituting. Replicates the register, style and tone of the speaker. Advises the parties that everything said will be interpreted. Manages the flow of communications. Corrects errors in communication. 4. Diversity and Cultural Awareness: Practices impartiality. Does not allow personal judgements or cultural values to influence objectivity. Discloses potential conflicts of interest, withdrawing from assignments if necessary. Maintain transparency. Uses professional, culturally appropriate ways of showing respect. Promotes direct communication among all parties in the encounter. Promotes patient autonomy. Strives to understand the cultures associated with the languages he/she interprets. Alerts all parties to any significant cultural misunderstanding that arises. 5. Training: Complete onboarding and orientation of new members following the guidelines established on the interpreter services preceptor program. 6. Human Resources: Monitors Interpreters for appropriate staffing mix during daily operations, support translation work assigned to her/his team and Monitors that all encounters are registered by the interpreters/Cultural Ambassador in the Electronic Health Record system (EHR). 7. Leadership: Continues to develop language and cultural knowledge and interpreting skills. Seeks feedback to improve his/her performance. Supports the professional development of fellow interpreters. Participates in organizations and activities that contribute to the development of the profession. Assists in the supervision of staff assigned by distributing tasks, setting shifts for a team of Interpreters, and monitoring projects to ensure that acceptable performance standards are maintained. Acting as a senior member of the staff for fellow colleagues to go to for guidance and support. Assist with growth of team. Guidance attained from Director of Language and Cultural Services. Provides ongoing informal and formal feedback to direct reports consistent with Organizational policies, procedures as well as investigating disciplinary issues among team members.

Position Requirements

Credentials:

Education:
Essential:
* Diploma

Other information:

 Minimum two years experience in interpreting services.  CMI or CHI certification with the first year of employment.

 Ability to complete generic and department and Interpreter specific skills validation and competency testing. Certificate from a formal Medical Interpreting training program recognized by Novant Health. Certificate from a formal Medical Interpreting training program recognized by Novant Health. Must perform orientation duties to onboard new staff. Role models professionalism by precepting and mentoring new staff. Ability to drive/travel to multiple locations/facilities as needed.  

Other Information

This position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications which may be required of the employee assigned to the position. Depending on the location of the job, duties may vary. Receipt of the job description does not imply nor create a promise of employment, nor an employment contract of any kind; my employment with the Company is at will.

  • Member Top 100 Hospitals – In 2016 NHRMC was recognized as a Top 100 Hospital demonstrating significant investment and financial sustainability for the communities we serve. 
  • Newsweek's 2020 list of Best Maternity Care Hospitals - NHRMC Betty H. Cameron Women's & Children's Hospital was named as a Best Maternity Care Hospital by Newsweek. 
  • Forbes America’s Best Large Employers 2018 and 2019Link 
  • Becker’s 150 Top Places to Work in HealthcareLink 
  • Healthgrades Outstanding Patient Experience

Consider a career at NHRMC and become part of this award winning team!

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