Job Summary

Coordinates and supervises the dissemination of professional interpreting services and auxiliary aides and services, to patients and families whose primary language is not English as well as those who use American Sign Language. Ensures compliance with the directives, policies, applicable laws and regulations. Supports and implements the language services goals and objectives to ensure compliance, audits and legal requirements are consistently met. Oversees functional components of department including ensuring appropriate staffing and support levels for operations.

Job Duties

This position travels throughout the Geisinger footprint - Northeast and North Central Pennsylvania.

• Communicates and incorporates Language Services and the department vision, goals, initiatives, and service standards at the team and department level, consistent with the Organization's philosophy and environment to internal and external stakeholders.
• Maintains operational responsibility for staffing to support quality, efficiency and customer service including staff job descriptions, hiring, orientation, goal setting, performance evaluations, disciplinary actions, promoting, and establishment and delivery of initial and ongoing staff education programs for all staff, including per diem.
• Provides supervision, support, coaching, and guidance for assigned staff/per diem staff and maintains direct responsibility for Language Services personnel. Plans, organizes, and oversees daily operations of team, including scheduling, triaging issues, scheduling rotations, appropriately deploying staff based on volumes and need. Monitors work performance, provides feedback and evaluation for performance regularly and as needed.
• Meets with patients/families as needed and manages escalations or issues identified by patients/families or team members. Translates complex and/or sensitive medical and personal information including diagnostic, surgical procedures and treatment plans, as needed. Identifies and facilities understanding of cultural differences impacting communication.
• Assures policy and procedure compliance with member confidentiality requirements, documentation policies, regulatory agencies, and Geisinger standards. Monitors compliance with hospital departmental and external policies, and regulations.
• Oversees development of appropriate reporting dashboards and analytics needed for evaluating operations. Ensures completion of collection of statistics, quality monitoring, and related data collection to inform decisions, manage productivity and track progress and impact.
• Establishes collaborative working relationships within and outside the organization to support the Language Services department goals, standards, and business strategies.
• Performs process review analysis, including documenting current process and designing new processes to take advantage of technology and modified service delivery mechanisms. Actively identifies process improvement/automation opportunities to support efficiency and impact.
• Leads project initiatives and prepares project documents including project plans, project requirements, design documents, flow charts, presentations, test plans, procedures, training materials, stakeholder communications and reports.
• Providing education and training on Medical Interpreting Ethics and Standards of Practice to regular and per diem interpreter staff and associate personnel.

Work is typically performed in a clinical environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job. Additional competencies and skills outlined in any department-specific orientation will be considered essential to the performance of the job related to that position.

Position Details

Education

High School Diploma or Equivalent (GED)- (Required), Bachelor's Degree-Healthcare Related Degree (Preferred)

Experience

Minimum of 5 years-Related work experience (Required), Minimum of 3 years-Managerial/Supervisory (Required)

Certification(s) and License(s)

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.

We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.

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