Lead, Interpreter Scheduling

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

Remote Work - New York, Albany, New York, United States of America, 12224

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

400180 Deaf Prof Interpreter Svc-DPIS

Work Shift:

UR - Day (United States of America)

Range:

UR URCB 206 H

Compensation Range:

$21.97 - $29.66

Responsibilities:

Plans, updates, and implements scheduling procedures while managing and developing statistics to measure the effectiveness of the scheduling program. Acts as a resource to the Interpreter Schedulers. Coordinates all staff training activities. Monitors and ensures that all functions are completed accurately and efficiently with excellent customer service.

SCHEDULE

• Monday- Friday 7am-3:30p and on-call coverage required

ESSENTIAL FUNCTIONS

• Processes requests in interpreter scheduling systems. Utilizes independent judgement and analyzes the clinical situation to determine optimal mode of interpreter communication between the patient, family members and providers. Evaluates the patient's needs of communication complexities and preferences. If applicable, determines the availability of identified in-person interpreters, taking into consideration travel time between appointments, mental/physical fatigue, etc. Tracks any ongoing assignments through email or scheduling systems to provide patients continuity of care.
• Submits requests to third party vendors to secure interpreters. Identifies and confirms assignments in ePARC. Produces and reviews interpreter worklist reports in ePARC throughout the day. Collaborates with Interpreter Services Supervisors. Collaborates with clinical department managers/supervisors to educate regarding interpreter services and follow-up on patient appointments and interpreter needs.
• Triages and directs calls throughout the day. Answers general interpreter related questions. Assists with patient calls regarding appointments. Contacts clinics via phone for various scheduling matters.
• Monitors assigned, new, and changes/cancellations interpreter requests to ensure appropriately allocated interpreter services. Distributes daily schedules to interpreters by deadlines. Acts as a liaison to interpreters or vendor partners to answer questions and obtain information regarding schedules and assignments. Assigns appropriate interpreter modality to meet Department of Health, Joint Commission and ADA standards/regulations. Recommends process improvements. Attends educational programs as needed or requested.
• Triages emergency requests from the on-call pager within a response time of 5 minutes. Determines type of Interpreter needed and coordinates for any same day clinic add-ons or schedule changes. Documents all pages in Daily Log. Maintains instant messaging communication with Interpreters on assignment status. If an interpreter is not available, in collaboration with Interpreter Services Supervisors, recommends which interpreter to pull from a non-emergent patient appointment. Determines when to escalate a situation to the Interpreter Services Supervisors.
• Exhibits high expertise in interpreter scheduling. Trains and onboards other Interpreter Schedulers. Acts as a resource for escalated questions and issues. Participates as a presenter in educational in-services for other departments and employee orientations.
• Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• Associate's degree in Medical, Secretarial, or related field and 3 years of relevant experience required
• Or equivalent combination of education and experience
• Knowledge of medical terminology preferred
• Experience with surgical/appointment scheduling software and electronic medical records preferred
• Customer relations skills preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.