As the region's only Level I Trauma center, Harborview Medical Center (HMC) is well known for innovations and excellence in trauma care and its centers of emphasis: Trauma, Burn, Neurosciences, AIDS/STD, Center for Advanced Reconstruction and Rehabilitation (CARER), and mentally-and medically- vulnerable populations. In addition to the centers of emphasis, HMC serves a mission population for King County. Harborview employees are committed to the vital role the institution plays in the immediate community, as well as the entire Northwest region. HMC is owned by King County and managed by the University of Washington (UW) and serves as a training site for UW's School of Medicine. The UW is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
HMC Interpreter Services has an outstanding opportunity for a full time day shift Program Coordinator. Under general supervision, the Program Coordinator will be responsible for the scheduling of interpreters for LEP and deaf/hard of hearing patients for all outpatient appointments and inpatient needs, as a member of the scheduling team of the Interpreter Services Department.
Interpreters are scheduled on a request for service basis using and EPIC Cadence and an Access database. The Program Coordinator will be responsible for taking appropriate action to fill all interpreter requests and confirming the status of requests with the originating clinic/unit/department. The Program Coordinator will process a large volume of detail in a limited amount of time, and prioritize in-person interpreter assignments based on established policies and guidelines, and through exercising independent judgment. The Program Coordinator creates daily schedules for staff interpreters and coordinates requests for agency and telephonic interpreters, while responding to emergent (same day) requests for interpreters and the immediate dispatching of interpreters as needed.
Working in a call center as the first point of contact for the department, the Program Coordinator independently advises staff, contracted clients, and others regarding program content, policies, procedures and activities, and selects and recommends courses of action. Must be able to communicate clearly and calmly in demanding situations.
Customer Service & Communications:
Models and promotes an atmosphere/attitude of respect for human dignity and the uniqueness of each person. Communicates policies and procedures of Department to internal and/or external customers using multiple communications methods (telephone, pager, fax, email, hardcopy). Answers and directs telephone inquiries, takes and directs messages appropriately. Coordinates communication flow between interpreters and requesting department. Acts appropriately using good judgment and communicates problems and/or complaints to supervisor in a timely manner. Communicates promptly and effectively during an emergency situation.
With the assistance of interpreters, rounds on inpatient patients to ensure that patient communication needs are being met. Work with inpatient staff to make sure patient communication needs are met, and HMC policies regarding interpretation are understood.
Participates in department activities to promote effective problem solving, communication, and community building. Promotes and contributes to the development of the Interpreter Services Scheduling Team and working relationships between this department and other departments and disciplines. Maintains and contributes to the establishment of policies and procedures relative to position responsibilities. Demonstrates support for departmental, divisional and medical center policies/procedures.
Maintains and improves knowledge and skills related to Hospital and Departmental policies and procedures
Harborview Medical Center services
Use of computer and network systems
Language information resources
Use of clerical equipment
Maintains own professional competence, knowledge and skills to meet identified self-learning needs and annual review requirements. Demonstrates responsibility for own professional growth through the pursuit of work-related experience and educational opportunities. Attends meetings, conferences, and/or retreats as directed.
Safety/Response to Emergencies:
Assists in investigation research and resolution of incident reports/complaints and/or patient safety net questionnaires, to completion. Participates in an interdepartmental effort to facilitate a safe environment for staff and patient care. Follows HMC standards on the use of safety equipment and regulations of personnel where required.
Demonstrates knowledge and understanding of patient privacy rights. Maintains confidentiality of all medical, financial, or other sensitive materials and information in printed, electronic or verbal form, which may jeopardize the privacy of patients. Accesses and uses the minimum necessary patient identifiable information to perform job responsibilities and duties and only for authorized purposes.
As an employee you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please view this page.
High School graduation Two (2) years of experience in program specialty or equivalent support/clerical position.
Advanced skills with MS Word, Excel, Access and Outlook Demonstrated ability to exercises independent judgment in a fast paced/high pressure environment.
Two (2) years of experience of direct customer service.
Experience with EPIC Cadence scheduling Experience with multi-line telephone systems.
Excellent oral and written communication skills.
Experience working in a multi-cultural setting Knowledge of medical terminology.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.