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SalaryMedical Interpreter I
We’re looking for colleagues who are ready to Think Big, Go Fast, Deliver Awe,and Win Together. These core values embody our diverse and inclusive culture and help us live out our mission of “getting people the care they need when they need it.” Over the last 30 years, our company has established itself as the market leader in managed care for the workers’ compensation industry. We are committed to making a positive impact in the lives of the injured workers we serve, and we have fun doing it.
Salary Range: 17.50 - 25.35 Hourly
This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is 17.50 - 25.35 Hourly
Benefits Summary:
In return for your commitment to our company’s mission, we offer a vast array of benefits to help support the whole you.
- Opportunities to work from home
- Competitive wages with opportunities to earn annual merit increases
- Paid development hours to use for professional and community development!
- Generous paid time off, 8 company holidays, and 2 personal days per year
- $1,000 Colleague Referral Program
- Enterprise Recognition Program rewarding colleagues for their extraordinary work
- Exclusive discounts on travel, activities, and merchandise via work discount program
- Colleague Assistance Program that provides free counseling and financial services
- Tuition Reimbursement Program including certifications
- Quantum Health: A healthcare navigation platform to help our colleagues make the best, most cost-effective healthcare decisions
- Medical, dental, and vision insurance
- Pre-Tax FSA and HSA health savings accounts
- 401(k) matching
- Company paid life insurance
- Company paid short term and long-term disability
- Referral program
- Healthcare concierge
- The One Call Foundation which aims to help colleagues during unexpected emergencies, from car accidents to natural disasters.
Provides on demand telephonic interpretation support to the business by accurately interpreting information to LEP’s regarding (but not limited to) insurance related topics. Handles inquiries and resolves simple and basic issues, ordering medical supplies, scheduling appointments, or managing visits & referral intake process. For product or service-related issues, will move patient to appropriate department. Performs other administrative duties as requested
GENERAL DUTIES & RESPONSIBILITIES:
Customer Support: 80%
- Serves as primary contact to provide Spanish telephonic interpretation for the coordination of medical services and patient inquiries or issues.
- May take referrals from adjusters, case managers, and sales representatives.
- May process a high volume of patient inquiries about One Call products and services and resolve a targeted percentage of those inquiries.
- Utilizes appropriate tracking tools, i.e., authorization logs, Outlook Calendar or Task function, to ensure follow-up on critical timelines as outlined in One Call Care Management’s nursing department procedures for obtaining evaluations/notes, tracking authorizations, and contacting carriers.
- Provides an outstanding experience to customers and patients at all times.
- Adhere strictly to HIPPA and PHI compliance.
Critical Thinking: 10%
- Troubleshoots patient and/or customer problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve problems. Contacts case managers, vendors, providers, or adjusters to obtain authorization for additional or continued service(s).
- When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
Administrative: 10%
- Tracks and documents inbound support requests and ensures proper notation of problems or issues.
- Updates patient information and ensures accurate entry of contact information.
- Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time.
- May provide guidance and/or mentoring to less experienced coordinators.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS:
- High school diploma or GED; and at least 1 year of experience directly related to interpreting.
- Documented evidence of successful completion of language proficiency test, or other evidence of language proficiency in the interpreter’s working language(s) at a level recognized as adequate for interpreting. For example:
- National or State certification or licensure administered by a professional or government certifying agency—OR—
- A recognized degree or educational certificate in interpreting—OR—
- Successful completion of a language proficiency and/or interpreting assessment—OR—
- Membership in a national register of interpreters with clear qualification criteria
- Outstanding verbal and written communication skills in both English and Spanish.
GENERAL KNOWLEDGE, SKILLS & ABILITIES:
- Superior grammatical knowledge of the English and Spanish language that supports the ability to interpret idioms, nuances, and metaphors in conversations.
- Ability to remain natural while actively listening and concisely interpreting the correct intent and meaning of the native speakers’ and non-native speakers’ conversation.
- At least a basic knowledge of workers compensation, healthcare, medical and legal terminology in the languages being interpreted.
- A cultural understanding of the interpreted languages that include but not limited to customs, values, and beliefs.
- Intermediate-level Computer navigation and operation skills.
- Demonstrates highly effective people skills and empathy when taking care of patients and customers.
- Ability to work both independently and in a team environment.
- Excellent customer service skills including but not limited to, verbal, written, interpersonal, organizational, time management, analytical and problem solving.
- Proficient with Microsoft Office
PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENT:
- For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear
- If working with federal government contract clients, an employee is required to receive federal government clearance for handling sensitive information. Employee is also required to receive annual security awareness training.
- The employee is occasionally required to stand, walk, and lift objects (up to 10 lbs. weight; up to 4 ft. height)
- Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus
- The work environment utilizes florescent lighting; noise level is moderate
- The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload
- Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position
- Please be advised the job description is subject to change at any time
