Interpreter Services Coordinator

JOB DESCRIPTION:

• Coordinates the day to day operations of Emory Medical Interpretation and Translation services department for the related/assigned/specific operating unit to deliver high quality, customer focused, cost effective, responsive interpretation, training, and overview of translation services in an effort to provide linguistic and multicultural needs of Limited English proficient or deaf patients and family members.
• Organizes and coordinates the schedules of interpreters for patients, nurses/doctors and EHC staff. Reconciles any schedule conflicts, and monitors efficiency.
• Provides information regarding services of the department to on-site and off-site facilities.
• Responsible for the oversight, supervision and daily provision of interpretation and translation services as well as in-services for staff and providers in clinical and hospital settings. Responsible for program development.
• Assist in developing internal policies and procedures regarding interpretation and translation services.
• The Coordinator is a representative of Emory Healthcare that uses their knowledge and skills as a cultural broker and qualified medical interpreter.
• Has a strong understanding of the Healthcare service system and bridges linguistic and cultural barriers that non-English speaking patients may encounter when interacting within the healthcare system.
• Advocates and successfully implements change within department to improve efficiency/effectiveness of business and customer service.
• Runs data, produces and analyzes reports targeting the provision and documentation of qualified medical interpretation of Non English preferred language and deaf patients.
• Plays a key role in setting meaningful diversity and inclusion baseline metrics to track and analyze results. Interviews and hires EMITS staff.
• Coordinates staff and agency assignments, generates daily reports for in-patient census, responds to emails and phone requests throughout the day and updates EMITS team schedule. Ensures staff compliance with EHC yearly regulatory requirements like: Vaccines, health assessments, HLC modules etc. Provides on-going support and feedback to staff re: their job performance. Serves as UKG Kronos time-keeper and as an access coordinator for EMITS team. Serves as EMITS representative /voice, and LEP advocate on EHC committees as requested and or needed. Reports to EMITS Manager and provides any necessary feedback to improve department policies and procedures.
• Maintains and manages Video-Remote Interpreting and other interpretation equipment like special phones, iPads etc. Provides training/ education to EHC departments on how to use the equipment and on the resources that are available through EMITS.
• Creates, updates as needed, distributes, educational and compliance related materials for LEPs, EHC staff etc. Organizes EMITS EUH staff meetings to review policies and procedures, make announcements and gather feedback from team members.
• Supervises Lead interpreters day to day operations assuring that EMITS team members deliver high quality, customer focused, cost effective, responsive interpretation services, in an effort to attend to the linguistic and multicultural needs of LEP and deaf patients and family members. The Coordinator manages the interpreters weekly schedule by assigning and updating the schedule in UKG Kronos and the departments shared calendar. Has regular meetings with lead interpreter to ensure the departments goals are being met by team members and to receive any necessary feedback to improve teams performance.
• The coordinator will run and analyze data reports as requested by Manager, based on the results, the coordinator will provide feedback and suggestions on opportunities that have been identified for improvement. Analyzes REAL and service data to identify areas of progress and/or trends related to the provision of qualified medical interpreting and the documentation of such services in patients electronic medical records within the scope of EMITS department and draws conclusions and develops recommendations for management consideration.
• Utilizes reporting tools to analyze and identify opportunities for departments improvement. Determines and recommends options for addressing budgetary issues. Regularly monitors EUH and EHC DEI metrics and communicates progress (or lack of progress) to senior leaders and other key stakeholders, and uses data to identify interventions and course-correct. Plays a key role in identifying departmental metrics by identifying gaps, action areas, and enable ongoing measurement of progress. This is part of a commitment to enhancing diversity, equity and inclusion efforts within the EMITS department scope. Keeps manager informed of contracted accounts status, authorizes expenditures and identifies cost effective alternatives. Monitors submission of timely, accurate and complete billing information to the business office by processing invoices in a timely manner.
• Responsibility Description: Supports team members to ensure a positive daily work flow. Responsible for all dispatching operations and recognized by other staff, as the primary staff member accountable for all front dispatching functions. Maintains a constant focus on dispatching operations during normal business hours, including patient flow and staff activity. Monitors implementation of office and dispatching practices and procedures. Updates dispatching practices and procedures documents as needed. Trains new staff members in dispatching procedures. Provides planning, design and development of interpretation services website.
• Coordinates the purchase of medical and office supplies as needed.
• Establishes and maintains an inventory system to ensure adequate levels of supplies and equipment.
• Keeps in close relationship with agency contractors by identifying gaps in services and proposing improvement measures.
• Monitors the performance of EMITS call center (404-727-3648). Provides EMITS manager with recommendations/feedback as needed to improve the performance of the call center. Monitors and evaluates OPI and VRI EMITS staff performance. Provide coaching to EMITS EUH staff medical interpreters and escalate issues to EMITS manager as needed.
• Attends leadership meetings and updates/informs her team on important news and announcements. Escalates issues that arise regarding the provision of interpretation and translation services to the manager of EMITS and to other EUH leadership when/as needed. The coordinator will represent EMITS manager as needed in his/her absence.

MINIMUM QUALIFICATIONS:

• Bachelor's Degree preferred.
• Medical interpretation and or translation certifications preferred.
• One year of management or supervisory experience preferred.
• Must have demonstrated skills in leadership, human resources, and time management.

PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.