Lead, Interpreter Scheduling

University of Rochester•New York, NY

2d•$22 - $30•Remote

About The Position

The University of Rochester is seeking an Interpreter Scheduling Lead to manage and improve interpreter scheduling procedures. This role involves coordinating staff training, ensuring accurate and efficient operations with excellent customer service, and acting as a resource for other schedulers. The position requires processing requests in interpreter scheduling systems, analyzing patient communication needs, determining interpreter availability, and collaborating with clinical staff and third-party vendors. The Lead will also triage calls, answer interpreter-related questions, manage daily schedules, and ensure compliance with relevant standards and regulations. A key responsibility includes managing emergency requests and escalating issues as needed. The role also involves training new schedulers and participating in educational initiatives.

Requirements

Associate's degree in Medical, Secretarial, or related field and 3 years of relevant experience required
Equivalent combination of education and experience

Nice To Haves

Knowledge of medical terminology preferred
Experience with surgical/appointment scheduling software and electronic medical records preferred
Customer relations skills preferred

Responsibilities

Plans, updates, and implements scheduling procedures.
Manages and develops statistics to measure the effectiveness of the scheduling program.
Acts as a resource to Interpreter Schedulers.
Coordinates all staff training activities.
Monitors and ensures that all functions are completed accurately and efficiently with excellent customer service.
Processes requests in interpreter scheduling systems.
Utilizes independent judgment and analyzes the clinical situation to determine optimal mode of interpreter communication.
Evaluates the patient's 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.
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, 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.
Performs other duties as assigned.