Medical interpreter
Provides interpretation support to the business by coordinating medical services for patients via telephone/video and/or internet (e.gInstant message, email)Coordinating medical services includes (as examples): completing intake of customer referral, ordering medical equipment, medical supplies, scheduling appointments, and managing visitsIn addition, the medical interpreter will address and resolve simple to complex inquiries and issues with customers and patientsPerforms other administrative duties as requested.
General duties & responsibilities:
Serves as primary contact to provide spanish interpretation for the coordination of medical services and patient issues.
Superior grammatical knowledge of the english and spanish language to be interpreted that support the ability to interpret idioms, nuance and metaphors in conversations.
Ability to remain natural while actively listening and concisely translating the correct intent and meaning of the native speakers’ and non-native speakers’ conversation.
At least a basic knowledge of workers compensation, healthcare, medical and legal terminology in the languages being translated.
A cultural understanding of the interpreted languages that include but not limited to customs, values and beliefs.
May take referrals from adjusters, case managers, & sales representatives following one call procedures throughout the continuum of care
May process a high volume of patient inquiries about one call products and services, and resolve a targeted percentage of those inquiries
Troubleshoots patient and/or customer problems, identifies the root cause of the problem, and uses tools and resources appropriately to determinehow to resolve problems
Utilizes appropriate tracking tools, i.eAuthorization logs, outlook calendar or task function, to ensure follow-up on critical timelines as outlined in one call’s procedures for obtaining evaluations/notes, tracking authorizations, and contacting carriers
When unable to resolve a problem in a reasonable amount of time, will escalate up to the appropriate medical service coordinatorFollows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge
Tracks and documents inbound support requests and ensures proper notation of problems or issues
Updates patient information and ensures accurate entry of contact information
Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time
May provide guidance and/or mentoring to less experienced coordinators
Provides an outstanding experience to customers and patients at all times
Educational requirements:
2 years of post-high school education or 3+ years of experience is required for this role
Associate or bachelor’s degree is preferable; or the equivalent combination of education, training, and work experience
Certification or accreditation from a reputable interpretation institution is a plus
Minimum of 1 year of prior translating experience is a plus
Prior experience with insurance industry is a plus
Position requirements:
If working with federal government contract clients, an employee is required to receive federal government clearance for handling sensitive informationEmployee is also required to receive annual security awareness training.
General knowledge, skills & abilities:
Knowledge of the company’s products, services and business operations to enable resolution of inquiries
Outstanding customer service skills that builds the highest levels of customer satisfaction
Outstanding verbal and written communication skills in both english and the language being interpreted
Intermediate-level computer navigation and operation skills.
Demonstrates highly effective people skills and empathy when taking care of patients and customers
Ability to work both independently and in a team environment
