MAIN JOB, SCOPE, OBJECTIVE:
The Medical Interpreter serves as an interpreter for the patients and team members and supports the operations of clinic. Convey medical information between speakers of Japanese and English languages according to the policies and procedures of clinic relating to patient confidentiality, informed consent, non – discrimination, code of ethics and standards of practice. In addition, supports the clinic operation as a receptionist and dispenser in providing accurate, efficient clerical and administrative duties, including dispensing duties according to clinic policies and procedures to ensure excellent and quality services to all clients.
MEDICAL INTERPRETER DUTIES
Help facilitate successful delivery of translation services to patients and physicians / nurse. She is responsible for communicating the physician’s diagnosis, treatment plan and advice with the patient during physical examination. Transmit information accurately and completely. Convey complex ideas simply so that the lay person can understand.
Perform consecutive interpreting.
Begin interpreting after the speaker has completed a group of words or sentences.
Take notes while listening to the speaker before presenting the interpretation.
Serve as a cultural and linguistic resource to both patients and the physicians or providers.
Be aware of cultural sensitivity issues, and ensure patient – physician confidentiality.
Maintain patient’s privacy when called upon to convey personal information.
CLINIC OPERATION DUTIES
1. Manage the Clinic’s operation and administration.
a) Implement policies, procedures, and systems for the Clinic to enhance patient flow and customer satisfaction.
b) Excellent knowledge on scope of clinic services and procedures, billing procedures. insurances for diverse clients including cash paying and panel customers to ensure seamless transactions.
c) Proficient and able to trouble shoot issues in Clinic’s electronic medical record and medicine systems.
d) Monitor compliance and effectiveness of standards and work processes.
e) Ensure team members follow OMOTENASHI principles to achieve the Clinic’s customer service objectives
f) Examine and resolve complaints received from team members, visitors, patients, and physicians.
g) Ensure and monitor all patient enquiries via e-mails and/or via LINE are responded to appropriately and in a timely manner.
h) Practice sound decision making by effective problem identification and conflict resolution skills.
i) Collect and review data, variances, incidences and issues regularly.
j) Report / feedback on operations and projects regularly to Management using HORENSO.
k) Assist to maintain and update Policy and Procedure Manual for Clinic’s operation.
l) Prepare duty roster every month and update accordingly.
m) Knowledge of legal issues in all aspects of operations and ensure compliance with regulatory agencies.
n) Maintain patient’s rights and confidentiality.
o) Be aware and report immediately to Management of any potential medical – legal issues.
p) Ensure adequate supplies and stationery, well maintained and functioning equipment to enhance smooth operations in the Clinic.
q) Knowledgeable and follow RINGHISO procedure to purchase items for the Clinic.
r) Oversee the maintenance of facilities, overall cleanliness and ambience of the Clinic.
2. Lead team members to accomplish organization’s goals and objectives; inspire confidence and motivation; define expectations clearly while maintaining personal effectiveness under pressure.
a) Communicate goals and targets clearly to the team and set objectives.
b) Share feedback with team regularly.
c) Lead in team meetings.
d) Coach and mentor team members.
3. Manage performance.
a) Ensure team members competencies are aligned with job scope to ensure safe, efficient and quality standards of care are delivered consistently in the Clinic.
b) Monitor team members attendance and performance.
c) Participate in interviewing new hires.
d) Orientate new team members to organizational philosophy, goals and vision and EMPLOYEE HANDBOOK. Ensure new team members acquire job competencies by providing a conducive learning environment.
e) Conduct team members performance evaluation annually. Maintain notes regarding performance every 6 months.
f) Counsel team members for poor performance and if required recommend to management disciplinary actions according to clinic’s Policy.
g) Set goals with team members for maintaining and improving performance which includes an action plan, time frame and follow up action.
OTHER BASIC RECEPTION, ADMIN & DISPENSER DUTIES
1. Answer the telephone in a courteous and professional manner.
2. Receive and convey messages in writing, verbally and electronically/ e-mails.
3. Prioritize patients according to urgency of condition.
4. Register new patients and different categories of patients. Understands the different categories of patient and their type of payment.
5. Call insurance company as needed and enter data electronically for local panel health insurances.
6. Prepare claims form for insurance.
7. Make appointment for patients. Prepare charts / medical records for Doctor’s consultation.
8. Book vaccination for patients in Vaccine List.
9. Receive lab reports, show to doctor and file accordingly. Call patients as needed.
10. Replenish and prepare forms for clinic/patient usage.
11. Prepare bill and/ or invoices for patients. Ensure billing is accurate.
12. Receive/ collect payments, either in cash or credit payments.
13. Prepare closing report and submit to respective persons.
14. Perform banking duties as assigned.
15. Prepare daily and monthly sales reports to admin respective insurances and panels.
16. Fax, scan and file documents.
17. Prepare documents, invoices for mail -out.
18. Open, stamp appropriately and distribute in-coming mail.
19. Type documents as required with high level of accuracy.
20. Place orders for stationery.
21. Prepare and submit team members’ attendance report monthly.
22. Liaise with vendors, suppliers and hospitals as required.
23. Support the Clinic’s operation by assuming role as a dispenser.
24. Adhere to policies and procedures on dispensing of medications., and is Knowledgeable in medicines prescribed.
25. Key in medicine prescribed by doctor. Ensure correct patient, correct medicine, correct dosage, correct route, correct time, and correct quantity.
26. Pick up correct medicine and quantity.
27. Mix ointments correctly according to Doctor’s prescription.
28. Verify and double check medicines dispensed is correct.
29. Give accurate information to patient on medicines. Ask doctor if not sure.
30. Uphold the philosophy. Values and Vision of Clinic
31. Adhere to clinic’s policies on customer relations and “OMOTENASHI “hospitality.
32. Adhere to clinic’s policies and procedures on infection control practices.
33. Perform duties in the spirit of teamwork and cooperation.
34. Respond to emergencies accordingly.
35. Maintain confidentiality of patients and information pertaining to the Clinic and business information and plans.
36. Attend and participate in clinic’s in-house training.
37. Perform other duties and errands as assigned by Clinic Manager.
KNOWLEDGE: (Education, Experience, Skills)
1. At least 2 years working experience in customer service industry, or medical clinic setting is an asset.
2. Fluency in spoken and written Japanese and English.
3. Strong communication skills and awareness in cultural diversities.
4. Excellent customer service skills.
5. Good interpersonal skills, relate and communicate positively, effectively and professionally with patients, doctors and colleagues
6. Competent in computer system and applications
7. Experience in handling information technology.
8. Basic knowledge in medical terminology and health care practices.
9. Good mathematical skills.
