Under the direction of the System Director – Medical Interpreter and Translation Services, coordinates the provision of professional interpreter services and auxiliary aids and services to patients, their families, and staff, whose primary language is not English well as those who use American Sign Language, or those that request reasonable accommodations for effective communication and maintains up to date knowledge of the federal guidelines for provider services to patients in the organization’s population who utilize language services and/or reasonable accommodations. Liaise with departments across Dartmouth Health to address Americans with Disabilities Act (ADA) questions, needs and accommodations. Actively promotes these services to encourage culturally and linguistically appropriate care, and to improve the community’s awareness and utilization.

1. Coordinates with system members to schedule interpreter services and/or auxiliary aids and services. Acts as the institutional resource and ally for those who utilize language services and/or accessibility. Provides ongoing evaluation to ensure compliance with federal guidelines, identify improvements and adjust for alignment with the Dartmouth Health system.
2. Receives translation requests, coordinates with our translation vendors and returns completed product to requesting parties in the health system.
3. Participates in organization cultural transformation with care experience at the center to ensure all touch points meet and exceed patients’ needs.
4. Serves as an active member of the Medical Interpreter and Translation Services Team, and the Office of Care Experience.
5. Evaluates and maintains systems to identify patients/companions that utilize Language Services and/or reasonable accommodations to ensure that services are efficient and effective, and to inform patients and /their companions of the service. Acts as the liaison with all departments.
6. Works in partnership with leadership to promote safe, high-quality care, in a way that is culturally and linguistically appropriate.
7. Participates in Care Experience service initiatives and establishment of system-wide Care Experience goals.
8. Reports to the System Director on contracts and/or competencies with agencies who provide Language Services and Accessibility and maintain a list of local interpreters that is up to date.
9. Liaise with departments across Dartmouth Health to address ADA questions, needs and accommodations.
10. Provide training and education to staff and providers at orientation and on an ongoing basis regarding the program, the population requiring the services and the systems in place to provide access to patients and/or companions.
11. Communicates policies and procedures including protocol for staff to follow when language services and/or access is needed.
12. In conjunction with the Medical Interpreter and Translation Services Team, maintain program communication via the organization’s website, written materials, presentations and brochures.
13. Collaborates with and maintains relationships with State and community agencies to ensure best practices in delivering Language Services and Accessibility to all patients and their companions.
14. Ensure Language Services and Accessibility is included in innovative projects that are patient facing and advocate for culturally and linguistically appropriate care.
15. Understand the NAD-RID Code of Professional Conduct (Sign Language Interpreters)/ National Code of Ethics for Interpreters in Health Care (Spoken Language Interpreters) to ensure compliance in the provision of language services.
16. Maintain up-to-date knowledge of the Americans with Disabilities Act (ADA), and related federal and state guidelines.
17. Reviews, reconciles and codes invoices from language service provider vendors, codes them for payment and submits to accounts payable.
18. Participates in monthly data collection and reporting on language services utilization .
19. Works collaboratively with other interpreter program coordinators on the team to cover for each other when one is absent.
20. Utilize data to evaluate and improve language services, accessibility, equity, safe and high quality care.
21. Primary accountability and results for other functions that may be part of the job but are not “essential” as defined by the ADA.
22. Schedule all language access needs for patients, their families and staff who use visual languages or request reasonable accommodations for effective communication for pre-scheduled assignments. Maintain processes for the scheduling of after-hour needs.
23. Liaise with departments across Dartmouth Health to address ADA questions, needs and accommodations.
24. Performs other duties as required or assigned.

• High school diploma required. Bachelor’s degree or comparable experience preferred.
• Patient experience and/or customer service skills required.
• Experience with database programs preferred.
• Contract and vendor relationship management experience.
• Strong organizational, interpersonal and analytical skills required.
• Flexibility, perseverance, and demonstrated ability to take initiative and to prioritize tasks with attention to detail.
• Must be organized and have demonstrated critical thinking skills, analytical and problem-solving skills.
• Commitment to ongoing learning to continually improve knowledge and skills.
• Able to function at a fast pace and continually interact with a wide variety of people while maintaining a customer focus.

Qualifications Helpful, but not Required

• Demonstrated experience requiring compassion and empathy serving the Deaf, Hard of Hearing and Disabled communities.
• Knowledge of federal and state laws relevant to the populations served.
• Significant experience as a qualified American Sign Language/English Interpreter, and strong knowledge of the Deaf and Hard Hearing and other disabled communities preferred. (Required only for ASL/ADA Coordinator)
• Medical interpretation experience helpful, but not required.

• None