ED Interpreter​/Family Liaison

Job Description

Under general supervision, the ED Interpreter/Family Liaison represents and interprets the mission, policies, procedures and services of Connecticut Children’s to patients and family members in support of Service Excellence and the overall Patient and Family Experience. The position provides timely Spanish/English interpretation services, assists team members with cultural differences, acts as a liaison between the Emergency Department (ED) and providers to aid patient flow, and promotes high quality care and the Patient & Family Experience.

• Daily rounding in the Emergency Department to provide medical interpretation services, support and improve the Patient & Family Experience, documenting rounds in Rounds+.
• Facilitate accurate Spanish/English interpretation in face‑to‑face or telephone encounters to ensure clear communication between patients/families and ED providers.
• Monitor verbal interaction and written interpretation needs (e.g., discharge instructions) and develop effective services to meet those needs.
• Support patient/family interactions with respect for cultural differences, beliefs and levels of understanding.
• Provide organization‑wide interpretation services as needed.
• Mediator cultural issues for team members and patients/families by providing cultural context and understanding.
• Monitor patient/family satisfaction during ED visits and partner with the PFE team to manage complaints and facilitate service recovery.
• Serve as a resource to support patients/families who share concerns about care, communication or process.
• Assist patients/families in understanding ED protocols, policies and processes.
• Round on inpatient patients/families admitted through the ED to maintain seamless support and consistent PFE involvement, reducing stress and anxiety.

• Pursue opportunities to expand language skills mastery and broaden cultural understanding of Latino populations.

• Undergraduate degree in human services or related field preferred.
• Fluency in spoken and written Spanish and English.
• Outstanding interpersonal and organizational skills.
• Bicultural preferred.
• Background in human services or healthcare preferred or equivalent directly related experience.

• At least 2 years of healthcare experience, with ED and/or healthcare experience preferred.

• Eligible for a Medical Interpreter Certificate program prior to hire.
• Complete and pass a Medical Interpreter Certificate program within 3 months of hire.
• Complete a medical terminology course upon hire.
• Obtain Non‑Violent Crisis Intervention training certification within one year of hire and maintain it thereafter.

• The National Code of Ethics for Interpreters in Health Care.
• Differences in dialects across Spanish‑speaking regions.
• Complex medical terminology.
• Understanding of health beliefs and practices within Spanish‑speaking regions.
• Operational policies and procedures, and how to research and identify them.
• State/federal regulations, DPH, JC, HIPAA and other regulatory agency standards related to patient rights and complaint management.

• Bi‑lingual English and Spanish with expert proficiency.
• Exceptional interpersonal skills to work effectively with clinical staff, physicians and families.
• Intermediate to advanced Microsoft Office skills (Word, Excel) and basic database management understanding.
• Strong oral and written communication skills.
• Excellent organizational skills to prioritize a multi‑faced workload.

• Effective verbal and written communication with patients, families and all hospital staff.
• Patience, tact and sensitivity in highly stressed situations.
• Consistent service behaviors as a role model.
• Maintain patient confidentiality.
• Independence and recommendation formulation.
• Attention to detail and accuracy for compliance with Connecticut Children’s policies and regulations.

Connecticut Children’s is the only health system in Connecticut dedicated 100% to children. With a legacy spanning more than 100 years, we offer personalized medical care across 30 pediatric specialties in Connecticut and two other states. Our rapid growth has made us a destination for specialized medicine, bringing advanced care closer to home. Through breakthrough research, superior education and training, innovative community partnerships, and a commitment to diversity, equity and inclusion, we provide a welcoming environment for patients, families and team members.

At Connecticut Children’s, treating children is more than a job—it’s our passion. We’re excited to expand our team with exceptional members who share our vision of transforming children’s health and well-being as one team.