Reporting to the Service Line Manager, the Medical Interpreter at ICLDC interprets and translates medical information between a healthcare provider and a patient who is not proficient in the English language. Medical information includes but is not limited to medical conditions, treatment options, follow-up appointment details etc. Medical Interpreters communicate directly with patients and families, physicians, nurses, and are responsible for ensuring the hospital maintains compliance where applicable with the Department of Health (DOH), Dubai Health Authority (DHA) and Joint Commission International (JCI) standards.

Responsibilities of Interpreter

• Ensure adherence to all customer satisfaction indicators to ensure service excellence. Promote an increase in Mubadala Health’s Likelihood to Recommend and Net Promoters Score.
• Pro-actively participate in collaboration with the Line Manager to meet the division’s strategic and operational goals.
• Adhere to the division’s policies, procedures and standards while ensuring compliance with applicable regulatory bodies.
• Provides recommendations towards improving the division’s policies and procedures wherever applicable.
• Contributes towards an innovative culture of continuous improvement for enhancing operational efficiency and effectiveness.
• Participates in meetings and maintains professionalism and confidentiality as per the organization’s standard code of conduct.
• Timely completion of personal performance evaluation cycle and any other mandated learnings or organizational requirements.
• Greets patients and guests in a professional, friendly, and courteous manner to exhibit the asset’s image as per MH’s standards.
• Assists limited English proficient patients, family members and caregivers by facilitating the communication process.
• Dialogue from one language to another including patient histories, physician and patient interactions, and nursing-patient dialogue often under stressful situations using medical terminology.
• Conducts medical interpreter language services throughout the facility’s clinical care and treatment locations as required (in person, virtual and telephone call center platforms) based on service demand and operational necessity.
• Serve as a witness for Patient Consents Forms (in the absence of Arabic speaking caregivers) where applicable.
• Models and promotes a culture of empathy, respect and “patients first” for all interpreter service activities.
• Maintains full compliance with all applicable patient safety and confidentiality standards and regulations.
• Ensures patient respect, dignity and cultural sensitivity always.
• Complies with all departmental and contract partner policies, procedures, guidelines and instructions.
• Conducts additional medical interpreter related duties as assigned.
• Attends to all incoming calls, screens, and directs calls to the concerned caregiver when necessary and relays medical information to patients under the guidance of the relevant physician.

Othe Duties as Medical Interpreter

• Translates the physician’s questions/responses to the patients in their native language as requested and relays the patients’ answers back to the physician using the correct medical terminology to ensure clarity and understanding.
• Ensures the availability of stationary and medical pamphlet where applicable; including but not limited to attendance forms, blood glucose diary and nutrition advice leaflets.
• Performs other administrative activities such as archiving, filing and document preparation.
• Exercises top-notch desirable customer service demeanor and professionalism in all communication, duties and attire while interacting with patients, physicians, staff, and visitors.
• Versed in hospital and applicable regulations and is especially sensitive to, and mindful of, patient confidentiality in all scenarios.
• Precisely and accurately interprets critical medical advice and information given by the provider into equivalent terminology in the patient’s native language.
• Assists in translating medical text from English to Arabic on behalf of internal customers. May translate patient education information as specifically requested.
• Establishes and maintains quality service and positive interaction with all patients, customers, visitors, health care providers, and clinical employees.
• Maintains strict patient confidentiality in accordance with Mubadala Health’s policies and standards.
• Participates, as a condition of assignment, in continuing annual medical interpreter/ translator training.
• Provides occasional services outside of normal working hours on as as-needed basis.
• Conforms to all regulations without exception.
• Communicates and coordinates information in a knowledgeable and courteous manner with staff, patients, and families.
• Adheres to all accepted patient identification and safety standards Follows all security, confidentiality, privacy policies as well as all industry specific rules and regulations.
• Prioritizes workload.
• Participates and contributes to Department meetings.
• Coordinates issues as appropriate with Service Line Manager.
• Maintains confidentiality with patients, staff, and guests.
• Practices exceptional customer service and professionalism.
• Performs data entry as assigned.
• Shift work to meet operational needs
• Other duties as assigned/requested.

Qualifications & Experience

Following is the eligibility criteria for the role of Medical Interpreter at Mubadala Health:

Required:

• Certification as an interpreter.
• Two (2) years of work experience in a healthcare setting.

Desired:

• Bachelor’s Degree.
• Experience as a medical interpreter in a JCIA facility.

Knowledge & Skills

• Knowledge of medical terminology.
• Excellent administration and coordination skills.
• Ability to communicate and relay messages to patients in a culturally sensitive manner.
• Analytical and problem-solving skills.
• Practical knowledge in the Microsoft Office suite.

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