Bilingual Language Access Representative

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Description

Hospital Hill and Lakewood

Responsibilities may include:

1. Conduct LEP inpatient rounds, distribute patient comfort items.

1. Completes LEP patient story boards (My Story Board).

1. Answer incoming Spanish phone line and direct as needed.
2. Sort and file correspondence as needed.
3. Provide exceptional customer service through positive customer interactions

Summary:

The Bilingual Language Access Representative will answer incoming Spanish phone calls and/or round on Limited English Proficient (LEP).

Service Responsibilities

1. Conducts LEP inpatient rounds, educates patients regarding interpreting services and how to access services; reports any care needs to the appropriate medical personnel in a timely manner; distributes magazines, books, puzzles, activities, etc.; and completes LEP patient story boards (My Story Board).

1. Answers incoming Spanish phone line, correctly identifies patients and the patients’ needs; takes message and/or transfers calls to appropriate workforce member.

1. Sorts and files correspondence and other documents.

1. Provides excellent customer service to all patients and workforce members (service is friendly and polite at all times); Demonstrates a commitment to service excellence through positive customer interactions.

1. Provides patient centered care through teamwork and collaboration; Functions as a member of the Language Access team to ensure compassionate and coordinated care based on respect for patient's preferences, values, and needs.

Reporting Relationship

This position reports to Language Access and Volunteer Services

Restrictions, Limits and Boundaries

1. The volunteer is required to keep his/her activities within the defined scope of this job description. It is furthermore the responsibility of the volunteer to decline a request by a staff member or patient if at any time the volunteer is physically or emotionally unprepared or unqualified to perform the service, or if the volunteer is requested to perform duties outside the realm of the job description.

2. The volunteer works under the direction of the department staff. All patient-related activities performed by volunteers must be supervised and approved by the professional staff that retains ultimate responsibility for the patient's treatment and care. Volunteers may not perform any patient related activities that require licensure or educational degrees even if the volunteer has those credentials. The key issue is that the volunteer is not employed by the clinic and, therefore, for liability, risk management and safety reasons must not exceed the limits and boundaries of these specified volunteer duties.

Regardless of service area, the following restrictions apply to all volunteers:

3. Do not divulge any confidential information. Do not acknowledge any information about patients. Refer information requests to your direct supervisor or Volunteer Services. Do not read or write on patient charts or other confidential documents.

4. Do not make any public comments regarding the patient's treatment plan or care. Direct questions or concerns directly to your supervisor and/or Volunteer Services Director or coordinator in private to insure confidentiality and adherence to HIPAA regulations.

5. Do not make inquiries to anyone about their personal belief systems such as religious preferences, political affiliations and other sensitive issues that may be regarded as intrusive. If any patient is in need of spiritual/religious guidance, please contact your direct supervisor or Volunteer Services so that they may refer to the Spiritual Health Department for assistance.

To apply please go to Adult volunteer application form | Truman Medical Centers/University Health (trumed.org) and submit the adult application. All applicants must also complete background checks, health screenings and compliance training before their first volunteer shift.