Connect

This is the latest installment in our Connect article series “Hope at Work” — showcasing inspiring stories about how our team members contribute to UVA Health’s 10-year strategic plan: “One Future Together Health and Hope for All.” No matter where you work, you have an opportunity to inspire hope in others. These stories show how:

‘Quite a Journey’

UVA Health’s Tania Villarroel, MPH, CMI, is from Oruro in west-central Bolivia. She earned a bachelor’s degree in pharmacy and biochemistry degree from the University of San Simon in Bolivia (graduation, left) — then received specialized training in toxicology from the University of Chile.

Most recently, Tania earned her master's degree in public health from Capella University in the United States. “It's been quite a journey!” she describes.

Tania first encountered medical interpretation when she helped a Spanish-speaking patient while working at a pharmacy in the United States. “It was such a rewarding experience! I'm really passionate about helping people understand each other, and there's just something so incredibly satisfying about knowing you've made a real difference in someone's healthcare journey. That feeling of making a connection and ensuring clear communication is the best!”

In 2023, Tania became a certified medical interpreter (CMI) through the National Board of Certification for Medical Interpreters. She took the professional development program Bridging the Gap that prepares multilingual individuals to work as medical interpreters, and passed the national certification exam.

‘Best Possible Support to Patients’

When she moved to Bristow in Northern Virginia in 2016, Tania joined what’s now-UVA Health Prince William Medical Center as a volunteer — “a great way to get my foot in the door!” Then she moved into parttime medical interpretation but “took a little detour to the pharmacy for a while.”

She missed direct patient interaction so she headed back to the then-Language and Cultural Services Department, now known as Cultural Ambassadors, “to focus on providing the best possible support to patients.” 

Best Place to Work

As Supervisor since June 2023, Tania actively participates in the hiring process for new Cultural Ambassadors, ensuring recruitment of “highly qualified and culturally sensitive individuals.”

The training program Tania oversees provides comprehensive instruction on cultural competency, communication strategies, and effective patient interaction techniques.

Tania leads a highly effective team of 15 Cultural Ambassadors. "Their backgrounds and expertise are invaluable in fostering a welcoming and environment," she hails. "We work collaboratively to develop and implement initiatives that promote cultural understanding and sensitivity within our organization.”

She’s also responsible for the day-to-day operational oversight of the Cultural Ambassadors team including assigning tasks, monitoring performance, resolving challenges, and fostering a collaborative and supportive work environment. “My goal is to ensure seamless and effective communication between patients, their families, and the healthcare team.”

Tania also plays a crucial part in quality control by reviewing and proofreading all translations performed by Cultural Ambassador II team members. “Accuracy and clarity are paramount to the delivery of culturally sensitive and linguistically appropriate care, ensuring consistency and upholds the high standards of patient care we strive for at UVA Health.”

Patient-Centered Care

What does she love the most about working for UVA Health? “UVA Health's commitment to patient-centered care is demonstrated by the Cultural Ambassadors program,” she answers. “The program’s in-person nature is particularly valuable, ensuring patients receive critical health information in their native languages, fostering understanding and trust. This directly aligns with the principles of Title VI of the Civil Rights Act, and I commend UVA Health for its proactive approach to meeting the needs of its patient population.”

Tania hails the “exceptional, incredible, and valuable support” provided by Jared Rice, M.Ed., RRT, RRT-ACCS, RRT-SDS, RPSCT, Director, Nursing Support Services for Respiratory Care, Neurodiagnostics, EEG, Pulmonary Function Testing, Sleep Lab, Language Services, and Cultural Ambassadors (right).

“His enthusiastic endorsement of the Cultural Ambassadors program has been instrumental in its growth and success," says Tania. "The recent creation of the Cultural Ambassador II position is a testament of his dedication and a significant step forward in expanding the program's capacity to serve our patients. This advancement creates valuable opportunities for professional development.”

One UVA Health Team

Tania and Jared have been working closely with the Language Services Department at UVA Health University Medical Center in Charlottesville to help them shape their department to more closely align with the way the Northern Virginia program is managed. They traveled to Charlottesville to show how they utilize different applications to ensure interpreters are appropriately utilized and the need for interpreters is captured accurately.

Jared says the Language Services Department at University Medical Center has adopted the model. "Working closely with their interpreters, Tania has shared our workflows and procedures with the team in Charlottesville and received praise and thanks for the hard work she does."

He adds, "Tania also has been a pillar in the community locally, frequently visiting members from her church, clinics, and community outreach centers to ensure the needs of the Hispanic community are heard and acknowledged. Her focus on bringing awareness to this community is a passion that Tania continually works on improving. She is a true advocate and she goes above and beyond to ensure their voices are heard."

"Tania is an amazing team member that makes my job a true joy," praises Jared.

Open Door

What’s most rewarding to Tania about her current role? “The opportunity to connect with a patient on a human level so they feel comfortable and understood throughout their journey is incredibly fulfilling. From the initial diagnosis to implementing their treatment plan — we prioritize clear communication and empathetic support to alleviate any anxieties."

She explains, "This experience underscores the profound impact we have on our patients’ lives when we prioritize their clinical care and their emotional well-being. It’s a privilege to work in an environment that values this holistic approach.”

“I love my job! It's more than just a job to me — I'm passionate about making sure our patients get the best possible care.”

‘Driving Force’

Tania says her passion for her work goes beyond simply fulfilling her role description. “It's a driving force behind everything I do. I believe every patient deserves compassionate, high quality care — and I strive to ensure every interaction I have, contributes to a more positive and less stressful experience for them during what is often a vulnerable and challenging time in their lives."

Tania knows firsthand the immense difficulty of navigating the loss of a cherished loved one. Her father passed away last year. “The experience of witnessing his decline and eventual passing in hospice care provided a stark understanding of the complexities and challenges inherent in the grieving process,” she shares. “His absence continues to be deeply felt, and the grief remains a significant part of my life. My heart goes out to those who have endured similar experiences.”

"The hospital is a place of healing, and I'm dedicated to making that healing process as smooth and efficient as possible, alleviating some of the burden that illness places on patients and their families.”