Interpreter Scheduler III

University of Rochester•City of Rochester, NY

12d•$20 - $27•Onsite

About The Position

The Interpreter Services Scheduler coordinates the scheduling program for Interpreter Services. Monitors and ensures that all functions are completed accurately and efficiently with excellent customer service utilizing the SMH ICARE values. The Scheduler is proficient at the utilization of the Interpreter Scheduling System and ePARC/eRecord systems. With general direction accompanied by initiative, independent judgment and confidentiality, the Level I Scheduler performs, but is not limited to the following tasks: Interpreter Clinical Request Management Processes the request in ePARC and interpreter scheduling systems. Utilizes independent judgement and analyzes the clinical situation to determine the optimal mode of interpreter communication between the patient, family members and providers (i.e. in person interpreter; video; telephone). Evaluates the patients’ 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. Tracking any on-going assignments coming thru email and/or ePARC to provide patients continuity of care. If applicable, submits requests to third party vendors to secure interpreters. Identifies and confirms the assignments in ePARC. Produces and reviews interpreter worklist reports in ePARC continuously throughout the day. Collaborates with Interpreter Services Supervisors. Collaborates with clinical departments’ managers/supervisors to educate regarding interpreter services and follow up on patient appointments and interpreter needs. Pager/Instant Messaging – When needed, triage emergency requests from the on-call pager within a response time of 5 minutes (web-paging and via phone). Determines type of Interpreter needed Coordinate with Day to Day Scheduler for any same day clinic add-ons or schedule changes. Document all pages in Daily Log Constant instant messaging communication with interpreters on assignment status If an interpreter is not available, in collaboration with Level II schedulers and/or Interpreter Services Supervisors, recommends which interpreter to pull from a non-emergent patient appointment. Determines when to escalate a situation to the Level II Schedulers and/or Interpreter Services Supervisors. Phones Triage/directing calls throughout the day Answer general interpreter related questions Assist with patient calls regarding Appointments (confirm, re-schedule, inquiries on location, and Interpreter Preference) Contact clinics via phone for various scheduling matters (inform of interpreter availability, clarify appt. information/details as needed) etc. Interpreter Services In-Box – Acknowledge and confirm requests coming thru email Quality Consistently monitors assigned, new, and changes/cancellations interpreter requests to ensure appropriately allocated interpreter services. If applicable, distributes daily schedules to interpreters by deadlines. Acts as a liaison to interpreters or vendor partners to answer their 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/views educational programs as needed or requested Other duties as assigned.

Requirements

High School diploma and 3 years of relevant experience required.
An equivalent combination of education and experience is required.

Nice To Haves

Associate’s degree in Medical, Secretarial or related field and a minimum of three years of relevant experience.
Medical Terminology, experiences with surgical/appointment scheduling software (such as eRecord/ePARC), and electronic medical records.
Demonstrated customer relations skills.

Responsibilities

Coordinates the scheduling program for Interpreter Services.
Monitors and ensures that all functions are completed accurately and efficiently with excellent customer service.
Proficient at the utilization of the Interpreter Scheduling System and ePARC/eRecord systems.
Processes requests in ePARC and interpreter scheduling systems.
Analyzes clinical situations to determine the optimal mode of interpreter communication.
Evaluates patients’ needs of communication complexities and preferences.
Determines the availability of identified in-person interpreters, considering travel time, fatigue, etc.
Tracks ongoing assignments 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.
Collaborates with Interpreter Services Supervisors and clinical department managers/supervisors.
Triage emergency requests from the on-call pager within a response time of 5 minutes.
Determines the type of interpreter needed for emergency requests.
Coordinates with Day to Day Scheduler for same-day clinic add-ons or schedule changes.
Documents all pages in Daily Log.
Maintains constant instant messaging communication with interpreters on assignment status.
Recommends interpreter reassignment for non-emergent appointments if an interpreter is unavailable.
Determines when to escalate situations to Level II Schedulers and/or Interpreter Services Supervisors.
Triage/directs calls throughout the day.
Answers general interpreter-related questions.
Assists with patient calls regarding appointments.
Contacts clinics via phone for various scheduling matters.
Acknowledges and confirms requests coming through email.
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.
Assigns appropriate interpreter modality to meet Department of Health, Joint Commission and ADA standards/regulations.
Recommends process improvements.
Attends/views educational programs as needed or requested.
Performs other duties as assigned.