Bilingual Patient Navigator

Position Description - Bilingual Patient Navigator

Original Board Approval Date: August 2013

Reports to: Patient Navigation Manager Dual Supervisor: Director of Medical Services Division: Medical Services Exempt/Non-Exempt Status: Non-Exempt Security Roles: [Not Specified]

JOB SUMMARY: The Medical Interpreter/Bilingual Navigator facilitates communication between parties who speak two different languages. They do this by interpreting, translating, and re-communicating both verbal and written messages from one language into another. The Medical Interpreter/Bilingual Navigator at HOPE Family Health is the Hispanic Limited English Proficiency (LEP) Patients Navigator, spokesperson, and mouthpiece. They meet with each patient of Limited English Proficiency and introduce them to HOPEs many patient-centered programs, services, and staff members. They are responsible for providing culturally and linguistically appropriate outreach and engagement of the LEP patient population while increasing retention of existing patients.

PRIMARY DUTIES AND RESPONSIBILITIES:

Interpret Verbal Communications: The bulk of HOPEs Medical Interpreter/Bilingual Navigator duties is to interpret verbal communications, usually in real time. Verbal Communications interpreted include but are not limited to:

• Interpretation during HOPE medical, behavioral health, and dental office visits.
• Phone calls, voice messages, and texts (from both HOPE sponsored cell phone and office lines).
• Appointment information (including both HOPE and outside referrals).
• Lab results, specialist appointments, follow-up visits, and Pharmacy information.
• Speeches at public conferences and events for HOPE.
• Meetings, patient classes, and training sessions.
• Individual communications for HOPE Family Health between two people or small groups of people.

It is crucial that interpretations are accurate and done so quickly, in real time without leaving out or changing any information that is being communicated.

Translate Written Communications: This position also translates written communications. The types of communication can include anything from patient documents to registration forms and packets. It is important that these translations effectively communicate the meaning of the text and maintain its core message.

Assist HOPE Staff: Acting as a liaison between two parties, the Medical Interpreter/Bilingual Navigator facilitates communications by assisting HOPE staff in communicating with patients of LEP. This can include:

• Helping them understand documents and information given out by HOPE.
• Assisting them in filling out forms and paperwork.
• Answering questions or addressing concerns on behalf of HOPE Family Health.

Record Interactions: The position is often required to document and record interactions and translations. Interactions must be recorded by entering those interactions into the electronic health record (EHR). This includes recording in-person interactions as well as phone conversations and possibly taking meeting minutes when applicable.

Assist HOPEs Hispanic Outreach: The Medical Interpreter/Bilingual Navigator is to be the face of the organization to the patients of LEP, also including donors, volunteers, churches, businesses, and any other person or organization involved with HOPEs Hispanic outreach program. Because of this, the Medical Interpreter/Bilingual Navigator must also maintain knowledge of HOPE Family Healths culture and be aware of any culturally sensitive issues that may arise. These issues and knowledge must be communicated to clinic management to assist in strategic planning and program development.

OFF-SITE WORK:

• This position is required to work off-site occasionally. Activities that may be performed off-site include health fairs and other community events sponsored by HOPE.
• This position does not have an option to perform their regular duties off-site.

SKILLS/QUALIFICATIONS:

• High school diploma or GED required.
• Technical degree, associate in arts degree (AA), or bachelors degree (BA) in office management, business administration, or a related field preferred.
• At least two years relative experience preferred, preferably in a healthcare setting.
• Certification as a Medical Interpreter is preferred.
• Proven customer or patient service skills experience.
• Proven understanding of administrative and clinical operations and systems.
• Bilingual in English and Spanish.
• Proven skills in bilingual oral and written communication.
• Competency in computerized practice management systems and other computer software (MS Word, Excel, Outlook, Internet).

Problem Solving: Frequent problems arise in this position that are outside established policies or bodies of knowledge calling for high-level skills in problem solving.

Decision Making: Frequent situations arise in this position calling for careful and analytical judgment.

Interpersonal: Must interact with employees, Board of Directors, governmental officials, and the public.

WORKING CONDITIONS:

• Works in well-lighted, climate-controlled building.
• May be subjected to appearance in less than desirable environment and travel in adverse weather conditions.
• May be exposed to body fluids.
• Requires enough visual acuity to be able to read and write and operate equipment common to this position.
• Required to read, write and speak English and Spanish.
• Requires enough hearing level to be able to effectively communicate with people directly or by telephone.
• Occasionally lift items weighing up to 25 pounds.

Note: This job description is intended to convey information essential to understanding the scope of the Bilingual Patient Navigator position. It is not intended to be an exhaustive list of qualifications, duties, or responsibilities, as other duties may be assigned as needed.

This job description follows the Americans with Disabilities Act (ADA) and the Fair Labor Standards Act (FLSA) (May 1995).

HOPE Family Health Services is an equal opportunity employer who complies with applicable State and Federal civil rights laws and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status.

Many positions at HOPE Family Health Services are funded in-part or in-whole by State or Federal Department of Health and Human Services funding and as such, our organization cannot employ individuals with certain criminal backgrounds or who are on State or Federal exclusion or debarment lists.