Language Services Coordinator

Goodwill Southern Los Angeles County•Long Beach, CA

About The Position

The Goodwill Language Services Scheduling Coordinator reports to the Operations Manager. This position is responsible for scheduling qualified interpreters to ensure that compliance is met based on language pairs, availability and operational needs. In addition, this role manages invoicing for all scheduled interpreters. On a needed basis, the Language Services Scheduling Coordinator will take on assignments that are unfulfilled during the scheduling process.

Requirements

High School Diploma or GED (Required).
Minimum 2 years’ experience as a Client Service/Customer Service Representative and language interpretation.
Position requires strong knowledge of Microsoft Office Suite, EPR, and data entry.
Must be able to discretely handle confidential matters.
Must be multi-tasked with ability to do and listen to several things at one time, using telephone and computer communications.
Possess the ability to communicate effectively both verbally and in writing; ability to work effectively under tight timeline situations.
Must be dependable and professional

Nice To Haves

Some completed college courses.
Strong analytical and problem resolution skills, and the ability to work independently and with a team.
National Interpreter Certification (NIC), Certified Medical Interpreter (CMI), or Certification of Health Care Interpreter (CHI)

Responsibilities

Maintains accurate scheduling records in the interpretation management system.
Responsible for scheduling and dispatching independent contracted interpreter work orders.
Monitors last-minute changes, cancellations, and emergency requests for clients and interpreters
Communicate schedules, confirmations, and updates to interpreters and clients
Must maintain client satisfaction by ensuring delivery of quality services, maintaining a positive, professional working environment, and providing a timely and accurate service to clients, co-workers and interpreters.
On-demand and prescheduled over-the-phone (OPI), video remote (VRI) and onsite (OSI) in-person appointments (consecutive, simultaneous).
Compiling, maintaining a list of Interpreters’ available for assignments, and scheduling assignments to available Interpreters by e-mail or telephone.
Must be able to cover the client twenty-four/seven after hour service as assigned.
Ensure adherence to service agreements, pay rates, and service minimums.
Confirm assignments meet contractual, legal, and certification requirements.
Maintain records for audits, invoicing, and reporting
Verify interpreter credential, license, and background clearances.
Support reporting on missed appointments, fill rates, and compliance matrix
Acting as a liaison between clients, interpreters, finance, and leadership.
Support departmental performance goals and process improvements.
Able to perform multiple activities simultaneously and work with frequent interruption due to multiple interactions at the same time.
Expected to attend and participate in Regional Trade Shows, sponsored workshops, and able to work some weekends as assigned.
Must have a sense of urgency and understand the importance of providing prompt and courteous customer service.
Budget, invoices, and billing records for all interpreters and clients
Collaborate with finance on accurate invoices and payables.
Forecasting, planning, and growth readiness for the Goodwill Interpretation services
Process weekly interpreters and clients’ sales orders, oversee data entry of assignments into the accounting system, and process weekly pay for sales orders as needed.
Recruitment of client/ interpreter pool
Responsible for full recruiting process: screen, interview, required documentation, onboarding and training
Analyzes opening in interpreter pool
Perform other related duties as may be required and assigned by their supervisor.