Job DescriptionPosition Title:Administrative Manager- Language and Accessibility Services-Patient Service Center-Mount Sinai Health System-Full Time-Days
Position Summary:The Administrative Manager, Language Assistance Program is responsible for monitoring language assistance services, policies, and procedures at The Mount Hospital and Mount Sinai Queens (MSQ) campus and ensuring services for Limited English Proficient (LEP) patients and patients with disabilities are provided in an appropriate, timely, and consistent manner. Assist Associate Director on quality initiatives and interdisciplinary projects to improve Patient Experience.
Responsibilities- Manages daily operations of the Language Assistance Program for Mount Sinai Hospital & Mount Sinai Queens and Mount Sinai Doctor's Faculty Practice (MSDFP).
- Monitors implementation of LEP (Limited English Proficiency) and accessibility policies to ensure compliance.
- Conducts ongoing in-services to educate staff and leadership on language access resources, standards, protocols for requesting interpreters, and documentation of interpreting services provision.
- Maintains regular communication with vendors to increase the visibility, effectiveness, and efficiency of the program.
- Provides quality assurance of contracted language service vendors: in-person, over-the-phone, video remote, and translation (when appropriate).
- Serves as in-house interpreter or translator, prioritizing critical, time-sensitive cases.
- Coordinates multilingual translation projects.
- Conducts annual language needs assessments and creates improvement project based on report findings.
- Reviews and processes language competency forms completed by bilingual providers.
- Recruits and manages volunteer medical interpreters.
- Attends systemwide Language Services meetings.
- Other duties as assigned
QualificationsEducation Requirements:- Bachelors degree is strongly preferred, or equivalent combination of education and applicable work experience (some supervisory experience preferred). Preferable concentration in Translation and Interpretation.
Experience Requirements: - 4+ years of related health care setting with direct patient contact.
Licensing and Certification Requirements: Certified Translator -OR-
Certified Medical Interpreter -OR-
Certified Healthcare Interpreter
Special Skills:- Experienced Spanish, Russian, Arabic or Bengali interpreters or translators.
- Excellent verbal and written communication skills and interpersonal skills.
- Need to be able to work in an interdisciplinary modality.
- Ability to investigate quality, efficiency, and identify opportunities for improvement
- Computer proficiency
- Demonstrate ability to interact easily in difficult situations while maintaining high quality of service and professionalism
- Ability to multitask while encountering frequent interruptions in busy environment
- Display willingness to make decisions; exhibits sound and accurate judgment
- Demonstrate high level of dependability and flexibility
Computer Skills: - MS Office Suite: Intermediate
General Skills and Competencies: - Communication - Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
- Decision Making - Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
- Building a Successful Team - Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of team goals.
- Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
- Building Trust - Interacting with others in a way that gives them confidence in one?s intentions and those of the organization.
- Aligning Performance for Success - Focusing and guiding others in accomplishing work objectives.
- Customer Focus - Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers? and own organization?s needs.
- Driving for Results - Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
- Coaching and Developing Others - Providing feedback, instruction, and development guidance to help others excel in their current or future job responsibilities; planning and supporting the development of individual skills and abilities.
- Building Partnerships - Identifying opportunities and taking action to build strategic relationships between one?s area and other areas, teams, departments, units, or organizations to help achieve business goals.
- Delegating Responsibility - Allocating decision-making authority and/or task responsibility to appropriate others to maximize the organization?s and individuals? effectiveness.
- Gaining Commitment - Using appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying one?s own behavior to accommodate tasks, situations, and individuals involved.
- Stress Tolerance - Maintaining stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
- Compliance - Assures compliance with regulatory, insurance and ethical standards regarding safety of patients, employees and property. Identifies contingency plans for potential risks.
Non-Bargaining Unit, 253 - Patient Service Center - MSH, Mount Sinai Hospital
