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Manager - Linguistics Services

Company: Cincinnati Children's Hospital Medical Center
Location: Cincinnati
Posted on: April 18, 2019

Job Description:

PURPOSE OF POSITION: To provide leadership and supervision for administrative functions and manage the daily operations of the Medical Interpreter Staff and agency medical interpreters including consistent delivery of quality language services. To assist in the planning, design measurement, assessment and improvement of Interpretative and Translation Services to achieve strategic plans and goals. Establishes educational programs for interpreters, providers, students, faculty, patients and community regarding interpreter services and cross cultural issues. Coordinates and develops the curriculum for the bilingual medical interpreter training program. This program trains potential interpreters in the methods of medical interpreting, the triadic interview, issues of accuracy, ethics, medical terminology, hospital systems, and critical health care areas such as death and dying, domestic violence, etc. Responsibilities* Management & Leadership Manage and provide leadership to a team of language interpreters and translators in a 24/7 medical environment. Responsible for recruitment, selection, onboarding, development, training, discipline, termination, evaluation, salary, payroll and/or retention. Identify and work to correct personnel management issues. Maintain and/or create position descriptions and/or performance evaluation criteria.* Operations Management Responsible for the overall operation and management of the interpreter services office which includes but is not limited to; training of interpreters and providers, development and oversight of departmental budget, and coordination of interpreting request. Develop, implement and enforce policies and procedures that guide and support interpreter services' operations and services. Develop performance metrics and analyze data to assure efficiency and maximum productivity of interpreter services. Manage interpreter and translation services' operational goals and improvement projects ensuring consistency with organizational strategy, commitments and goals. Develop project plans and monitor project deliverables and report on progress of the project to all stakeholders.* Budget Management and Data Management Monitor budget expenditures; identify, evaluate, research and/or manage variances/problems. Assist in tracking and monitoring expense related to delivery of interpreter services and translation services and allocations. Provide applicable reports. Assist in preparing, writing and/or maintaining the financial budget. Maintain, monitor, organize, input, and ensure integrity of operational data. Audit data as necessary to ensure accuracy. Generate reports regarding compliance and provision of services to LEP families and patients as well as interpreter productivity and disseminate to appropriate individuals.* Vendor & Partnership Management Develop and maintain external partner/vendor relationships to ensure accuracy in invoicing, payments and delivery of interpreter services as well as to manage concerns related to level of service delivery.* Internal Education Establishes educational programs for interpreters, providers, students, faculty, and patients. Provide orientation for new CCHMC employees on how the office of language and interpretation services functions within CCHMC.* Community Education Provide education for the CCHMC community regarding cross cultural communication issues and how to work with CCHMC's Linguistic Services office including bilingual and sign language interpreters.* Qualified Bilingual Employee Program Development Coordinates and develops the curriculum for the bilingual medical interpreter training program for training potential interpreters in the methods of medical interpreting, the triadic interview, issues of accuracy, ethics, medical terminology, hospital systems, and critical health care areas such as death and dying, domestic violence, etc.* Continuing Education Courses Plan, organize, and conduct workshops for Continuing Education of Medical Interpreters and Communication/Confidence. Prepares related reports that demonstrate the classes' value and benefit to CCHMC and areas for improvement and modification. Ensures material is reinforced at patient & employee level with support of Operations. Works with Learning and Development to develop consistent process for tracking employees' academic record. Identifies candidates for Communication training workshops.* Influence and compliance with State and National Standards Maintain compliance with applicable federal, state, and local regulatory requirements, such as JCAHO, HIPAA, and/or other accreditation standards. Design and/or implement programs, policies, and/or procedures to ensure compliance. Track laws and regulations that might affect policies and procedures. May prepare compliance reports and communicate results as necessary. Perform other duties as assigned. Participates, at state and national levels, in the development of policies supporting qualified interpreter training and services and supports the establishment of nationally recognized medical interpreters' standards of practice. Remain current on legislation and regulations for providing interpreter services which includes networking and attending classes and/or events regarding culture and language issues facing communities and companies.* Build Internal Network Effectively collaborate with internal CCHMC staff to meet operational goals. Meet with department heads, physicians, nurse managers and facility to provide a supportive network for interpreter services.* Anticipate needs and trends Identify recurring issues and themes within the CCHMC family and community related to language and interpretation services. Work with the AVP of Diversity and Inclusion to elevate, troubleshoot and develop preventative solutions, as needed.* Provide interpretation for patients & families (limited) Interprets for patients and providers. Skills & Competencies* Financial Management Skills Determining how money should be spent to achieve work goals; using cost-benefit analyses to make informed choices when preparing budgets and setting priorities; monitoring expenditures to ensure budget goals are met* Policy/Procedure Development Advanced ability to interpret, implement and develop policies and procedures* Diversity Appreciation Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself* Communication - Advanced Excellent verbal, written and interpersonal communication skills.* Medical Terminology Broad knowledge of medical terminology and use of standard office equipment* Decision Making Recognizing when sufficient information has been obtained to make a decision; evaluating available alternatives and using sound thought processes and relevant experience to make the optimal choice in a timely manner; making difficult decisions even in highly ambiguous situations* Problem identification Identifies problems and asks questions; escalates when appropriate. Ability to develop recommendations for improvement* Customer Service Providing prompt, efficient and customized assistance to meet the requirements, requests, and concerns of customers; proactively assisting customers by identifying and proposing alternative services or solutions to problems; appropriately establishing boundaries for unreasonable customer demands* Administration Knowledge of regulations, procedures and best practices in field. Using time efficiently and productively; prioritizing multiple tasks properly to meet deadlines; recognizing time constraints and adjusting work schedule to address them* Computer Skills Proficient in computer applications (word processing, spreadsheet and database)* Leadership Efficiently delegating work that is the appropriate level of difficulty and giving others the authority to accomplish it; providing information, coordinating work efforts, providing assistance, and removing obstacles without becoming overly involved in daily or minor issues; following through and monitoring progress to ensure goals are achieved* Attention to Detail Perform non-routine functions, problem solve and provide follow-through. Demonstrate attention to detail, teamwork skills and ability to prioritize and meet deadlines* Data Proficient in data collection and basic analysis. Locating and gathering relevant information; determining the value of the information; synthesizing and organizing information to get a better understanding of a problem* Coaching and development Accurately assessing others' strengths and developmental needs; giving informative and constructive feedback in a manner that enhances others' motivation; providing challenging assignments and opportunities for development; helping others overcome setback* Performance management skills Observing the activities and performance of staff; providing ongoing, task-related feedback and conducting formal job performance reviews; consistently rewarding contributions; appropriately addressing and handling performance issues. Working cooperatively with others to achieve group goals; proactively adjusting one's style and efforts to complement those of others on the team; being pleasant, agreeable, and easy to work with; valuing group success as much or more than individual success Required:* Bachelor's degree in Social Work, Languages or Business Administration or related field* 5 years related experience Preferred:* 3 years' experience in a linguistics services field or high volume transaction organization* Six Sigma Black Belt Certification* Experience with Epic* 5 years of supervisory and leadership experience* 3 years of successful program management & development experience with specific emphasis on translation services* 2 years experience in a healthcare setting with working knowledge of medical terminology OR Related experience* Master's Degree* Interpreter training experience; Fluent in at least two languages (written or oral)

Keywords: Cincinnati Children's Hospital Medical Center, Cincinnati , Manager - Linguistics Services, Executive , Cincinnati, Ohio

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