A P.P.R.O.V.E.D POSITION DESCRIPTION. Booking Coordinator. Interpreting and Translation Service (ITS) Date Produced/Reviewed: Position Holder's Name:

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1 POSITION DESCRIPTION Booking Coordinator Interpreting and Translation Service (ITS) Date Produced/Reviewed: Position Holder's Name: Position Holder's Signature:... Manager / Supervisor's Name: Team Leader ITS: Nadine Costello Manager / Supervisor's Signature:... Date:... Approval Date: July 2009 Review Date:: March 2011 A P.P.R.O.V.E.D Position Title: Booking Coordinator

2 PURPOSE OF THE POSITION This position is responsible for the effective administration around booking and allocation of interpreting assignments to both salaried and casual Interpreting staff using efficient and cost effective methods. To provide support to the ITS Team where requested by manager, which may involve working across Translation services as and when required. Participates in continuous improvement initiatives and the review and implementation of innovative customer service practices and policies. Contributes as an active member of Ambulatory Care and in broader terms, the organisation as a whole. Vision & Values Organisational Shared Vision Our DHB shared Vision is to work in partnership with our communities to improve the health status of all, with particular emphasis on Maaori and Pacific peoples and other communities with health disparities. We will do this by leading the development of an improved system of healthcare that is more accessible and better integrated. We will dedicate ourselves to serving our patients and communities by ensuring the delivery of both quality focussed and cost effective healthcare, at the right place, right time and right setting. Organisational Values Partnership Working alongside and encouraging others in health and related sectors to ensure a common focus on, and strategies for achieving health gain and independence for our population Care and Respect Professionalism Teamwork Innovation Treating people with respect and dignity, valuing individual and cultural differences and diversity We will act with integrity and embrace the highest ethical standards Achieving success by working together and valuing each other s skills and contributions Constantly seeking and striving for new ideas and solutions

3 Responsibility Using and developing our capabilities to achieve outstanding results and taking accountability for our individual and collective actions PLACE IN THE ORGANISATION ITS was established in 1991, our purpose is to help break down the language barriers by providing comprehensive Interpreting and Translation Service Solutions in the service delivery areas of healthcare, ministry of justice, social development and to various other external and private agencies. ITS aims to become a progressive service that will remain at the forefront of innovative Interpreting and Translation service delivery: General Manager Surgical & Ambulatory Care Service Manager Operations Manager MSC Team Leader Interpreting & Translation Service Booking Coordinators 1 Full time 2 Part time job share Interpreters 22x Salaried Casual Pool Office Administrator Primary Community Health Coordinator Ambulatory Care refers to the outpatient services provided by Counties Manukau District Health Board (CMDHB) and is responsible for all processes relating to outpatient appointments. Ambulatory Care s support services include the Referral and Appointment Co-ordinators, Call Centre, Interpreting Service and a wonderful team of Volunteers. Most of CMDHB's ambulatory care services are provided at two purpose built facilities called the SuperClinics. One SuperClinic is based at Manurewa with the Manukau Surgery Centre; the other is at Botany Downs.

4 NATURE AND SCOPE OF RESPONSIBILITIES Key Accountability Job Assignment Management Proven ability to accurately manage electronic faxed and written information whilst managing Telephone requests and implementation of after hour s assignments. Standards / Achievements Co-ordinate and manage booked Interpreting assignments by following service process and guidelines. Able to enter and maintain data in the ITS MS Access Database Understands the implications incorrect data within the ITS Database and makes every effort to ensure information is updated. Ensures job lists are regularly reviewed and assignments are allocated with considerations to travel, overtime and where a job may run over the allocated time and where a patient/client call needs to be made in advance of appointment Where possible books assignments effectively using the principles of the Patient Journey continuity of care throughout CMDHB Liaison with appropriate Interpreter Being aware of unavailability of Interpreter and effectively recording Updates and distributes the most up to date job list information to Interpreters in a timely manner Phone management and cover from the hours of 8:00am through to 4:30pm Monday to Friday. Demonstrates effective skills to coordinate the booking of Interpreting assignments Follows the CMDHB approved booking process for interpreting assignment allocation

5 Key Accountability Face to Face on site SINT Telephone Interpreting TINT Appointment confirmations / Calls APC / CALL Translations TRANS Standards / Achievements Communicates with clients Understands financial implications when booking interpreters salaried Vs casual pool Ensures maximum interpreter utilisations by linking assignments where appropriate Utilises problem solving skills to achieve positive outcomes for both patient/client and Interpreter Coordinates the distribution of assignments to utilise language required and availability of Interpreter Cancels and re-schedules bookings appropriately when unable to book this maybe at short notice or due to unforeseen circumstances Demonstrate responsibility for effective time management practices and prioritise workload appropriately. Particular attention should be paid to allocation reports and communications, TH 70 & TH 71 reports, Crystal and RE Reports. Translation Assignment Management Proven ability to accurately manage electronic faxed and written information whilst managing Telephone requests Co-ordinate and manage booked Translation assignments by following service process and guidelines. Able to enter and maintain data in the ITS MS Access Database Understands the implications incorrect data within the ITS Database and makes every effort to ensure information is updated. Liaison with appropriate Interpreter/Translator Follows the CMDHB approved booking process for Translation assignment allocation Communicates with clients Understands financial implications when booking Translators to conduct assignments Ensures maximum interpreter utilisations by linking assignments where appropriate Liaison with Booking Coordinators to achieve best possible outcomes for business.

6 Key Accountability TEAM DYNAMIC Due to the nature of the role being job share / combination of full part time and support. Standards / Achievements Coordinates the distribution of assignments to utilise language required and availability of Interpreter Ensures best possible financial practices are transparent and reported accurately Demonstrates an ability to motivate others, work effectively in a team environment providing training and development opportunities amongst each other and practices on how best to provide effective booking techniques to provide enhanced service delivery. Job brief to be given to Relief Staff required to provide cover to the role. COMMUNICATION Understands and applies customer service principals Demonstrates an approachable and helpful attitude when interacting with patient/client and Interpreter, including multidisciplinary teams in relation to a booking request Interacts effectively with patient/client and team members to ensure a clear understanding of the Booking Process for ITS Demonstrates an ability to effectively manage difficult situations Identifies and defuses potential conflict situations before they arise Effectively resolves problems and conflict CULTURAL SAFETY Commitment to the principles of Treaty of Waitangi Honouring Cultural Diversity Demonstrates awareness of and a sensitive response to spiritual beliefs, cultural practices/needs of the patient/client Respect, sensitivity, cultural awareness is evident in interpersonal relationships. Our cultural differences are acknowledged by respecting spiritual beliefs, cultural practices and lifestyle choices. Demonstrates an understanding of the concepts and applying of cultural safety practices when booking and assignments Demonstrates a cultural awareness of the Treaty of Waitangi and its relevance within a healthcare

7 Key Accountability Standards / Achievements setting and with external agencies. QUALITY IMPROVEMENT Service Delivery Understands, practices and actively participates in Quality Improvement and Service Delivery Enhancements and Initiatives: CMDHB Reference documents: Vision & Values Code of Conduct **Best Practice Use of Interpreters Guideline: Cultural Safety Linguistic Interpreters Policy: Informed Consent Policy: BSCM Use of Interpreters SouthNet Participating in the implementation and ongoing maintenance and review of the services - Policies, Procedures, Processes, Guidelines and Desk Files Understanding of Organisational Polices of CMDHB Understanding of the Code of Ethics an Interpreter must abide by and how these relate to service delivery and assignment management. When ITS identifies a need to engage in Quality Improvement initiatives participation is encouraged Engages in positive service delivery initiatives and engages in the promotion of the services objectives. ITS Service Reference documents: ITS Team Desk file Database User Guides Process documents Guidelines best practice Marketing service information AUDITING Apply continuous improvement methods and ensure customer service and effective service delivery practices Weekly reporting of inactive incomplete jobs, where an assignment is marked incomplete and investigation as to why should be conducted Ensure all other methods of booking are audited and reflected accurately in the ITS Database Customer Satisfaction surveys and customer/client calls are conducted Ensure and complaints and incidents logged in Risk Monitor Pro are monitored and completed where the responsibility lies with the booker Close and complete all jobs for interpreter payment and invoicing purposes, liaison with interpreter where necessary.

8 Key Accountability Standards / Achievements Utilise Information Technology Demonstrate ability to access and use available clinical information systems. Knowing how to use the Phone System and internal Paging Systems Is conversant with applications required for specific role. MS Office ACCESS Database, OneStaff, PIMs, Concerto, Outlook, etc. Be capable of effectively utilising SouthNet (intranet) Maintains own professional development by attending relevant IT educational programmes. Identify the need to participate and where necessary up skill in the relevant organisation development programmes and short courses. HEALTH & SAFETY Recognises individual responsibility for workplace Health & Safety under the Health and Safety Act 1992 Non Management roles: Counties Manukau DHB Health and Safety policies are read and understood and relevant procedures applied to own work activities Workplace hazards are identified and reported including self-management of hazards where appropriate Can identify health and Safety representative for area COMMUNICATION AND INTERPERSONAL SKILLS

9 Will be required to interact on a regular basis with a range of CMDHB staff members including: Interpreters both salaried and casual Wider ITS team Executive Management Team Leaders Operation and Service Managers Module Clinical Nurse Managers All staff within the SuperClinics, Middlemore Hospital Site and Outlying Sites, especially those responsible for Booking and Confirmation of Interpreting Assignments Medical Staff Nursing Staff at all levels Information Services Cultural Advisors Clinical Support Staff i.e. Ward Clerks, Bookers, Call Centre Reps Other Non-Clinical Support Staff e.g. Security Primary and Community Health Organisations enrolled in the PCHIService. Externally there will be contact with: Government Agencies where ITS engages in paid work Private organisations including general customers where ITS engages in paid work General Practitioners encompassing support and/or project teams Patients / Clients / Family / Whaanau Situations may often call for tact and diplomacy, and will require information to be handled in a discreet and sensitive manner. In conflict situations will be required to exercise sound judgement, negotiation and persuasiveness skills, toward facilitating a workable outcome. PROBLEM COMPLEXITY The Booking Coordinator ITS will be regularly challenged by a wide range of tasks. There will be a requirement to be able to prioritise issues and negotiate time frames, while still providing a quality customer service.

10 The range of problems will be diverse and require solutions customised to meet the circumstances of the client. Therefore opportunities will arise to provide innovative options to the client based on proven outcomes. There will be demands to meet deadlines, maintain accuracy and quality of information. Failure to do so could impact on the organisation in terms of patient and client care. The Booking Coordinator ITS will refer to the Team Leader for advice, second opinion and guidance. SCOPE FOR ACTION The Booking Coordinator is encouraged to make recommendations relating to the service delivery and the improved success of the CMDHB Interpreting and Translation Service whilst displaying initiative. Continually developing innovative approaches and applying problem solving skills to issues and day to day tasks. The Booking Coordinator requires direction and supervision from the ITS Team Leader. Discretion is required to be exercised in releasing confidential information to the appropriate parties. DIMENSION OF THE POSITION Will be responsible to the Team Leader for the achievement of agreed objectives and operates within the confines of Counties Manukau District Health Board. POSITIONS REPORTING Directly Indirectly Nil Nil

11 PERSON SPECIFICATIONS Minimum Qualification NCEA Level 2 or 3 or equivalent Experience Previous work experience with a customer service focus Experience within a booking setting Sound administration experience Including computer literacy and proficient in the use of MS Office applications Preferred Business / Administration Certificate Experience in a healthcare setting Experience within Government Agency Understanding of Medical Terminology Knowledge of the NZ Justice System Skills Knowledge Behaviour Personal Qualities Accuracy or attention to detail Analytical skills Effective communication skills both verbal & written Customer service skills Flexibility Initiative Influencing and persuasion People management Problem solving Relationship building Ability to work both as an effective Team Member & Autonomously

12 Technical Skills Priority setting & time management skills Empathetic to the needs of Patients and Clients Honesty, integrity respectful & reliable Understanding of the Privacy Act, Health & Disability Act & Health & Safety Act. Excellent standards of dress & grooming

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