Location: New Hanover Regional Medical Center
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
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.
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.
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.