Dual-Role Interpreter Program


• Completed by 18 Mountain Park staff • Spanish Bilingual Assistant: Introduction to Medical Interpreting at Phoenix Children’s Hospital


• 60 hours of training


18 Mountain Park staff members who became certified interpreters this summer. Providing interpreter services to our shared population helps impact visits and outcomes and patient satisfaction and that helps us all.


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Anna Rico, Business Development Manager United Healthcare Arizona Physicians IPA


” QUALITY


CUSTOMER SERVICE FINANCE


• Quality: Training bilingual staff to serve as interpreters increases efficiency and decrease medical errors


• Customer Service: Care is more responsive to our patients' language needs.


• Finance: Received pay increase of a $1 per hour and committed to stay with Mountain Park for one year. This measure contributes to employee retention


What has formalizing Mountain Park interpreters done?


• Helped to reinforce new language accommodation policies • Communicated a greater attention to customer service and quality both internally and externally


• Contributed to more accurate patient communication for our Spanish-speaking patients


• Encouraged and rewarded employees for tenure and dedication


• Allowed Mountain Park to build an ongoing partnership with Phoenix Children’s Hospital


• Positively Impacted employee retention • Provided a development opportunity for our staff


-15- We would like to show our gratitude to the


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