Lead, Interpreter Scheduling

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

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