Medical Interpreter & Patient Admissions Coordinator

JOB SUMMARY
In collaboration with the Patient Experience Leadership Team, and as part of the guest services team, acts as a
system champion dedicated to creating a world-class culture of excellence. St. Johns Health (SJH) prides itself on
offering the highest levels of service and patient care. The guest services team is the face of the organization, the
first impression our patients and visitors have and sets the stage for the SJH experience. The receptionist must
embody the mission, vision, and values of St. Johns Health (SJH) in every action. Patient-centered service
excellence is the priority. Under the direction of the Patient Experience leadership Team, the Guest Services
Receptionist manages concierge requests for patients and families, is proficient at managing patient flow, provides
way-finding services and has excellent and clear communication with patients, staff, the public, and administration.
Engages in efficient processing of assigned tasks and projects while providing an exceptional level of customer
service for all hospital and clinic customers. Adheres to and follows SJHs policies, procedures, and compliance with
core standards. Follows the core standards of service with all patients, families, visitors, and fellow staff. Other duties
as assigned.

ESSENTIAL FUNCTIONS
Customer Service
Delivers services according to patient experience core standards. Adheres to and follows SJH policies, procedures,
compliance, and core standards. Follows the core standards of service with all patients, families, visitors, or coworkers.
All interactions portray core standards regardless of request, time of day, or personal circumstances.
Provides efficient and timely services with a sincere interaction.
Presents a confident and friendly demeanor when greeting and communicating with SJH customers (internal and
external). Able to field questions and issues to the appropriate person or department. Effectively communicates and
accesses available services at SJH and affiliated facilities for customers.
Autonomously applies sound judgement to solve patient and operational issues or concerns. Appropriately follows
up with team members and leadership when necessary. Uses good judgement in when to contact Security or other
authorities in case of an emergency. Protects and ensures the confidentiality of patient information.

Patient Flow and Way-finding
Acts as a liaison to coordinate the flow of patient services by connecting patients, visitors, and staff with the
resources necessary for meeting their needs. Manages patient flow by using the on-line notification system provided.
Communicates (written and verbally) in a clear and efficient way. Maintains respect and professionalism in all
interactions.
Assists and supports the guest services/patient experience team when requested with greeting, valet, way-finding,
luggage, and concierge requests.

Professionalism and Teamwork
Serves on appropriate committees as requested or desired.
Maintains a positive attitude even in difficult situations. Maintains respect and professionalism in all interactions.
Protects and ensures the confidentiality of patient information.
Follows NCIHC Code of Ethics and Standards or Practice for Interpreters in Healthcare.
Maintains high level of qualification and participates in professional development activities. Certification through
CCHI or NBCMI. This includes any Continuing Education and professional development required by either entity.

Patient Experience Initiatives
Assists Patient Experience Leadership Team in supporting PX initiatives like Employee Experience, Employee
Store, Art and Healing, Volunteers, Language Access and others as assigned.
Interpretation and Translation Services
Under the guidance of the Language Access Coordinator, answers to and prioritizes requests for in-person
interpreting.
Serves as a liaison between providers, patients, and their families by providing verbal consecutive and/or
simultaneous interpretations and sight translations.
May need to travel to SJH clinics to provide services as requested.
Assists Language Coordinator with education and training of staff with LEP Patients.
Responds to an assignment or call for language interpreters and interprets completely and accurately.

Continuous Improvement
Identifies and suggests enhancements to patient experience and guest services programs. Is flexible with requests,
respectful to team members and other SJH staff. Maintains a positive attitude even in difficult situations. Works as
part of the team to accomplish the goals and standards of patient experience/guest services and SJH as an
organization. Participates in the launch, development, implementation, and control of improvement projects.
Actively participates in improving the patient experience within guest services for SJH as an organization. Willing to
take on new assignments as assigned by the patient experience team in efforts to meet the larger patient experience
and SJH goals.

JOB REQUIREMENTS
Minimum Education
Required: High School Diploma or Equivalent. 40 hours of interpreter training from a reputable organization. (Bridging the Gap,
The Community Interpreter).
Preferred: AS/BS or BA degree. 8-10 hours of medical interpreter training.

Minimum Work Experience
Required: 1-2 years interpreting experience in either community, health, or court interpreting. Must be able to operate MS Office
(word, Excel, and Outlook).
Preferred: 1-2 years of experience in customer service.

Required Licenses: NBCMI Certified Medical Interpreter (CMI) or CCHI Certified Healthcare Interpreter (CHI) required within one year of
hire. Valid drivers license with clean driving record.

FUNCTIONAL DEMANDS
Working Conditions
Hospital front desk environment. Frequent interruptions and stressful situations. Some tasks will require travel outside
in winter and summer conditions (temperature highs and lows). 30% mobile within the hospital or off campus at SJH
clinics. 70% front desk. Must be on-site at the SJH campus or other facilities to fulfill the responsibilities of this role.

Physical Requirements
60 to 80% of the day sitting/standing and computer use. Medium phone usage. Intermittent standing and walking.
Must be able to lift 50 pounds. Must be comfortable driving to off campus locations.

Direct Reports: None

Reports to: Patient Experience Director

Internal & External Contacts
This position interacts with anyone who walks into the building. This includes (but is not limited to) patients, patients
family members, members of the community, visitors, contractors, vendors, physicians, and fellow SJH staff.

LEADERSHIP CAPABILITIES
Patient Focus
Is dedicated to meeting the expectations and requirements of patients
Gets firsthand patient feedback and uses it for improvements
Establishes and maintains effective relationships with patients and gains their trust and respect

Interpersonal Skills
Relates well to all kinds of people, up, down and sideways, inside and outside the organization
Builds appropriate rapport
Uses diplomacy and tact

Approachability
Is easy to approach and talk to
Spends the extra effort to put others at ease
Builds rapport well

Patience
Is tolerant with people and processes
Listens and checks before acting

Composure
Remains calm when times are tough
Maintains balance when the unexpected happens

Problem Solving
Uses logic and methods to solve problems with effective solutions
Can see hidden problems
Looks beyond the obvious and doesn't stop at the first answers