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Job Summary

The dual role Interpreter Advocate position was created to support the language and advocacy needs of Grady Health System’s diverse patient population, both English and limited English speaking, while receiving care from emergency services personnel. The Interpreter Advocate will act as the voice of the patient and family by assuring that concerns or perceptions are heard in order to work toward a resolution in the provision of high quality health care. Interpreter Advocates will investigate, resolve, document and report organization-specific patient and visitor compliments, complaints and grievances as well as develop, implement, and participate in customer service and patient relations initiatives related to the Hospital. Interpreter Advocates will additionally be expected to provide accurate medical interpretation in accordance with the national standards and ethics of the profession, and promote patient rights, equal access to services and effective communication between Grady staff, providers, and the limited English proficient, Deaf, Hard of Hearing, Blind or Low-vision patients and their families.

REQUIREMENTS:

Development of a proactive approach to customer service in the Emergency Department to establish excellent customer service with minimal service recovery.

 • Facilitate resolution of ED customer complaints (tracking and trending log of complaints to include complaint, staff, location, time of day, and correlate with throughput data i.e. arrival to greet, LOS, etc)

• Rounds on patients admitted through the ED with a ED LOS 240 (excluding psychiatric pts)

 • Provides/Coordinates service recovery in conjunction with hospital patient care advocate.

 • To provide Emergency Department customers with a service experience that exceeds their expectations. To increase customer service scores to the top quartile.

• To provide excellent communication with customers and Emergency Department providers and staff.

 • Validation of staff and leadership rounding with positive customer feedback loop.

 • Validate/Coordinate patient call backs goal 100% of discharged patients

 • Patient hourly rounding in pediatrics, main, and express care to include waiting rooms

 • Provide customer service training to staff and leadership according to facility specific customer service program

• Compile/Update patient satisfaction survey results employee recognition information and post in department weekly/monthly

Update ED Throughput Dashboard and Participate in ED throughput initiatives focused on enhancement of the patient experience

• Provides information to staff, providers, and patients regarding access to Language Interpretive Services and effective communication.

• Makes rounds on Limited English Proficient or deaf/hard or hearing patients and families to ensure patients are receiving

• Adequate language services. • Assists with training and orientation of new employees and volunteers.

• Assists with the scheduling and provision of language services for Spanish, American Sign Language (ASL), and other

• languages.

 • Pursues avenues to improve medical terminology, note-taking, and interpreting skills for continuing education requirements and professional enhancement.

• Provides charting/documentation for all interpretation sessions. Follows standard documentation procedures by completing charting/documentation thoroughly and accurately.

 • Ensures delivery and receipt of video remote interpretation devices as needed throughout the hospital, including instructions on how to access interpreters using the same system. • Performs other related duties and projects as requested by supervisor.

• Assists translator in proofreading and editing some translations.

QUALIFICATIONS:

With bachelor’s degree: Two (2) or more years’ job-related experience in a healthcare environment;

With Two years college level coursework: Two (2) or more year’s job-related experience in advocacy;

One (1) or more years’ job-related experience in interpretation to include telephonic, video, or in-person.

1 or more years, Experience in a culturally diverse clinical or medical setting (outpatient clinic, hospital, etc.)

EDUCATION:

BS Degree

Core Competencies
These competencies reflect the values and behaviors expected of all Grady team members, regardless of role. They ensure that every employee contributes to safe, high-quality care, positive patient experience, and a collaborative work environment.

1. Patient-Centered Care – Demonstrates a commitment to delivering safe, compassionate, and high-quality care that prioritizes the well-being and satisfaction of patients and their families.
2. Integrity & Accountability – Acts ethically, maintains confidentiality, and accepts responsibility for actions, decisions, and outcomes.
3. Collaboration & Teamwork – Builds positive relationships, works effectively across departments, and supports colleagues to achieve shared goals.
4. Communication – Communicates clearly, respectfully, and effectively with patients, families, colleagues, and leadership.
5. Respect & Inclusion – Creates an inclusive environment by valuing diversity, treating others with dignity, and ensuring equitable care and opportunities for all.
6. Quality & Safety – Adheres to best practices, regulatory standards, and policies to ensure safe, reliable, and high-quality outcomes.
7. Adaptability & Resilience – Responds effectively to change, remains flexible in dynamic situations, and demonstrates resilience under pressure.
8. Continuous Improvement – Seeks opportunities to improve processes, skills, and outcomes through innovation, learning, and feedback.
9. Leadership & Professionalism – Inspires, guides, and develops individuals and teams while modeling professionalism, fairness, and transparency.
10. Employee Experience Focus – Champions a supportive and engaging employee journey that enables staff to thrive and, in turn, deliver exceptional patient care.

Grady Total Rewards
At Grady, we believe in supporting the health, well-being, and growth of every team member. Our Total Rewards package is designed to provide competitive pay and comprehensive benefits that make a difference in your life and career, including:

• Health & Wellness: Medical, dental, vision, and prescription drug coverage.

• Financial Security: Retirement savings plans with employer contributions, life insurance, and disability coverage.

• Work-Life Balance: Paid time off, holidays, and family leave benefits.

• Career Growth: Tuition reimbursement, professional development programs, and opportunities for advancement.

• Employee Support: Employee Assistance Program (EAP), wellness initiatives, and discounts on services.

Grady’s Total Rewards are designed to ensure our employees feel valued, supported, and empowered, both at work and beyond.

Why Join Grady?
Grady Health System is more than a hospital — we are a vital part of Atlanta and the surrounding communities. For over 125 years, Grady has been committed to providing exceptional care, advancing health equity, and making a difference in the lives of those we serve. When you join Grady, you become part of a team that values excellence, compassion, innovation, and collaboration.

Here, every role matters. Whether you provide direct patient care, support our operations, or lead teams, you play an important part in fulfilling our mission. We offer opportunities to learn, grow, and build a meaningful career in an environment where your contributions are recognized and valued.

At Grady, we don’t just work,  we make an impact.

Equal Opportunity Employer Statement:
Grady Health System is proud to be an equal opportunity employer. We are committed to fostering a workforce where all employees feel valued, respected, and empowered to succeed. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic. 

Grady is dedicated to creating an accessible work environment and provides reasonable accommodations to qualified individuals with disabilities to ensure equitable opportunities for success.