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Central Maine Medical Center Language Services, Program Manager in Lewiston, Maine

At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.

Position Summary:

Under the direction of the VP, Chief Patient Experience Officer, assumes program leadership role in the ongoing development of interpreter/translation services and accessibility program for the Central Maine Healthcare (CMHC) system. Manages the ongoing program for inpatient, outpatient, and family/caregivers/companions. Interprets Federal and ADA guidelines for providing services to patients and their companions in the organization’s population who require interpreter services and/or accessibility. Collaborates with and acts as liaison to the state and community agencies to ensure compliance with these federal guidelines. Works with appropriate departments within the organization to educate and train CMHC team members regarding the organization’s interpreter/translation services and accessibility program. Actively promotes these services to improve the community’s awareness and utilization. Supports the oversight of interpreters used within CMHC. Ensures provision of appropriate auxiliary aids and services. Serves as a staff, certified Language or American Sign Language (ASL) interpreter.

Essential Duties- Program Management:

  • Develops the plan and administers the Language Services and Accessibility program, coordinating with all inpatient units, outpatient departments and state and community agencies.

  • Serves as an institutional resource and advocate for those patients and/or companions who require language services and/or accessibility.

  • Manages ongoing evaluations of the program to ensure compliance with federal guidelines and identify any improvements needed.

  • Communicates policies and procedures including protocol for staff to follow when language services and/or access is needed by patients and/or companions.

  • In partnership with the VP, Chief Patient Experience Officer, maintains contracts with agencies for Language Services as well as a list of local interpreters that is current and available to employees/departments.

  • Evaluates and maintains systems to identify patients and/or companions that require Language Services, to ensure that available technology is used efficiently and effectively, and to inform patients and their companions of the services. Acts as the liaison with all departments.

  • Oversees the resources and programs on the organization’s portal & website; to include the written materials, presentations, brochures, and partnered resource links.

  • Collaborates with and maintains relationships with national, state and community agencies to ensure best practices in delivering Language Services and Accessibility to all CMHC patients and/or companions.

  • Communicates and collaborates, on a regular basis, with staff across the system to ensure language service needs are being met appropriately.

  • In collaboration with the VP, Chief Patient Experience Officer, reviews effectiveness of services provided and makes recommendations for revisions to enhance the Language Services and Accessibility program.

  • Ensures that system program goals are met in a timely and successful manner consistent with regulatory requirements, organizational goals, priorities, and department policy.

  • Performs a biannual comprehensive report overview and needs analysis of the service area population for Androscoggin County.

  • Develops and/or maintains policies, procedures, and effective resources such as protocols and internal web page maintenance.

  • Assists with fiscal responsibility of program budgeting.

  • Performs other duties as needed.

  • Serves as a staff, certified Language or American Sign Language (ASL) interpreter.

Auxiliary Aids Duties:

  • Responsible for the oversight of the program and process to ensure patients and companions requiring auxiliary aids receive them in a timely manner.

  • Responsible for the coordination of maintenance, repair, replacement, and distribution of auxiliary aids to ensure that adequate supplies are available as needed throughout CMHC.

  • Proficient with the operation of and proper use of all auxiliary aids.

Education Duties:

  • Plans, implements, and oversees the delivery of an effective, efficient, and integrated Language Services and Accessibility educational program. Education may include classroom led, virtual based, and informal learning sessions.

  • Provides training and education to CMHC staff and providers at orientation on an ongoing basis regarding the Language Services and Accessibility program.

Interpreting Duties:

  • Serves as a staff, certified Language or American Sign Language (ASL) interpreter.

  • Maintain certification by completing continuing education units as required by the accredited professional organization or government entity issuing the certification.

  • Manages the oversight of system programs to ensure patients and companions requiring interpreting services receive them in a timely and appropriate manner.

  • Ensures that all interpreters engaged in the provision of interpreting services within CMHC (both spoken language and sign language) are appropriately credentialed and qualified.

  • Coordinate and manage all interpreters used within CMHC including employed staff and contracted interpreters.

  • Provides resources through the provision of ASL interpreter services when available.

  • Interprets effectively, accurately, and impartially both receptively and expressively, using any necessary specialized vocabulary.

  • Maintain knowledge of the structure and content of both the source and target languages including meaning of lexical and phrasal items, rules of grammar, meaning and spelling of words, rules of composition, and articulation.

  • Maintain an in-depth understanding of the cultural norms and mores of both the source and target language cultures, and culturally mediate throughout the communication.

Required Education and Experience:

  • Five or more years of experience in language services program management

  • Experience as an interpreter or language program manager in healthcare.

  • Certification as Language Interpreter or Qualified American Sign Language (ASL) Interpreter

Required Knowledge and Skills:

  • Ability to work independently and take initiative.

  • Demonstrate program management and supervision skills.

  • Good judgment and problem-solving skills.

  • Excellent communication and collaboration skills.

  • Demonstrates ability to pull a team together and excellent facilitation skills.

  • Demonstrates knowledge of all populations from children to adults.

  • Strong critical thinking skills and an energetic, positive approach to problem solving.

  • Skilled in policy writing and report writing.

Ability to engage patients and team members utilizing the CMH Experience Standards

I am creating a warm, caring, and non-judgmental environment.

I am actively listening and seeking information.

I am honest, truthful, and consistent.

I am respectful, treating all individuals with dignity and empathy.

I am serving as a role model, taking both initiative and ownership when appropriate.

I am working collaboratively and demonstrating teamwork.

I am resilient and adapt to change in positive ways.

If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!

AT CENTRAL MAINE HEALTHCARE YOU ARE AT THE CENTER OF EVERYTHING WE DO

Our why, our purpose, drives every decision and action we take as a healthcare system. We strive everyday to deliver exceptional care, and to improve our community. We are a non-profit organization that is breaking the traditional healthcare mold by bringing our patients and their family’s high value, low cost, and award-winning care while focusing on creating an exceptional experience for them; all within their communities. To accomplish this, we only hire individuals who are committed to excellence, who embody the principles of our CMH Experience Service Standards, and who are ready to step in and help their fellow team members achieve those exceptional results for our patients, their families, and the community.

Central Maine Healthcare System

The organization is broad in its footprint, with three (3) hospitals in Bridgton, Lewiston, and Rumford, and over 75 individual practices within our Medical Group. Lewiston’s Central Maine Medical Center is a certified and award-winning level two trauma center, along with our Central Maine Heart and Vascular Institute and the upcoming highly anticipated launch of our comprehensive state of the art cancer treatment center. Both Bridgton and Rumford Hospitals are four (4) star accredited acute care hospitals, and our Medical Group and Maine Urgent Care Centers have won multiple awards within their specialties. As a system we are a six-time winner of the Leapfrog Safety A Rating since 2019, representing some of the highest quality care and outcomes nationwide. Our awards and accolades are only possible as a result of our commitment to culture, and a focus on safety and inclusion, in each of our patient’s experiences and in the experiences we create within our teams.

If you are a person who is looking for a way to give back to your community, to help improve the lives of patients or those who care for our patients, want to be part of a growing organization that is setting the bar for Maine healthcare, apply to join Central Maine Healthcare today!

Diversity and Equal Employment Opportunity

CMH actively promotes diversity in its workforce at all levels of the organization. We strive to create and maintain a setting where we celebrate cultural and other differences and consider them strengths of the organization. CMH is an equal opportunity workforce and no one shall discriminate against any individual with regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information or veteran status with respect to any offer, or term or condition, of employment. We make reasonable accommodations to the known physical and mental limitations of qualified individuals with disabilities.

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