Supervisor of Interpreter Services

Boston Medical Center•Brighton, MA

27d

About The Position

Under general supervision from the department director, supervises the daily operations of an office of approximately 4 full and part time employees and approximately 1 per diem and freelance interpreters. Ensures that the department meets standards for performance and service to patients who need translation/interpreter services. Motivates, evaluates, and disciplines, if necessary, assigned staff. Ensures appropriate staff coverage. Assists with hiring of new staff. Monitors performance of staff for quality assurance and adopts customer services strategies. Position: Supervisor of Interpreter Services Department: Interpretive Services Schedule: Full Time ESSENTIAL RESPONSIBILITIES / DUTIES: Supervises the daily activities of the Interpreters, dispatchers, scheduling assistants and other assigned staff. Holds regular meetings (or “huddles”) with regular staff, per diems, evening shift, and on-call interpreters to discuss current issues. Assigns schedules and breaks. Oversees all special language requests and takes appropriate steps to effectively resolve issues, seeking assistance from his/her manager when needed. Implements and maintains scheduling systems. Motivates, evaluates and disciplines as necessary. Interview applicants and coordinates the language assessment of new interpreter/translator applicants. Conducts the orientation process of new staff at BMC. Coordinates Translation requests (translation, proofreading/editing) as needed. Maintains translation archives up to date. Monitors and provides constructive feedback to staff regarding interpreter code of ethics and standards of practice matters. Identifies any training gaps and recommends staff for additional career developing opportunities. Participates in staff meetings/initiatives including appropriate quality improvement and education activities, or if unable to attend non-mandatory activities, accepts responsibility to review meeting minutes and becomes knowledgeable of issues discussed. Remains knowledgeable of and follows appropriate BMC and department policies, procedures, and guidelines, including but not limited to, policy regarding hours of work, absenteeism and tardiness. Conducts employee disciplinary procedures up to and including termination with appropriate documentation according to Human Resources policy and employee relations laws and guidelines Investigates and responds appropriately to all complaints and takes effective corrective action when necessary. Monitors performance and compliance with departmental procedures and completes annual performance appraisals. Assists in the data gathering, data entry, and analysis of all statistical information. Verifies and processes payroll hours for all interpreters all selected per diems. Interprets and translates as needed. Utilizes hospital's Values as the basis for decision making and to facilitate the division's hospital mission. Interacts with supervisors and managers from other BMC departments to expedite solutions to arising issues. Demonstrates ability to implement problem solving mechanism in routine and emergency situations and initiate and implement changes in systems and procedures as required. Follows established hospital infection control and safety procedures. (The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required)

Requirements

Bachelor’s Degree plus 3 years applicable experience or Associates and 5 years
At least three years of related work experience with at least one year working as an Interpreter/Translator in a translating/interpreting department or agency (please refer to above stated educational and experience requirements).
Must have or be able to obtain within first year of employment, a certificate of completion of a Medical Interpreting Program
Complete fluency in English and at least one other BMCHS targeted language (speak, write and read).
Experienced working with large volumes of translated material.
Work requires excellent interpersonal skills.
Must have strong organizational skills, initiative, and the ability to respond quickly and purposefully to routine and unusual situations.
Must be able to adapt to a fast paced environment where priorities change constantly
Work requires familiarity with word processing, computer software, spreadsheets and multi-lingual programs.
Exceptional level of professionalism to uphold and enforce the Medical Interpreter Code of Ethics and Standards of Practice.

Nice To Haves

Medical Interpreter preferred.

Responsibilities

Supervises the daily activities of the Interpreters, dispatchers, scheduling assistants and other assigned staff.
Holds regular meetings (or “huddles”) with regular staff, per diems, evening shift, and on-call interpreters to discuss current issues.
Assigns schedules and breaks.
Oversees all special language requests and takes appropriate steps to effectively resolve issues, seeking assistance from his/her manager when needed.
Implements and maintains scheduling systems.
Motivates, evaluates and disciplines as necessary.
Interview applicants and coordinates the language assessment of new interpreter/translator applicants.
Conducts the orientation process of new staff at BMC.
Coordinates Translation requests (translation, proofreading/editing) as needed.
Maintains translation archives up to date.
Monitors and provides constructive feedback to staff regarding interpreter code of ethics and standards of practice matters.
Identifies any training gaps and recommends staff for additional career developing opportunities.
Participates in staff meetings/initiatives including appropriate quality improvement and education activities, or if unable to attend non-mandatory activities, accepts responsibility to review meeting minutes and becomes knowledgeable of issues discussed.
Remains knowledgeable of and follows appropriate BMC and department policies, procedures, and guidelines, including but not limited to, policy regarding hours of work, absenteeism and tardiness.
Conducts employee disciplinary procedures up to and including termination with appropriate documentation according to Human Resources policy and employee relations laws and guidelines
Investigates and responds appropriately to all complaints and takes effective corrective action when necessary.
Monitors performance and compliance with departmental procedures and completes annual performance appraisals.
Assists in the data gathering, data entry, and analysis of all statistical information.
Verifies and processes payroll hours for all interpreters all selected per diems.
Interprets and translates as needed.
Utilizes hospital's Values as the basis for decision making and to facilitate the division's hospital mission.
Interacts with supervisors and managers from other BMC departments to expedite solutions to arising issues.
Demonstrates ability to implement problem solving mechanism in routine and emergency situations and initiate and implement changes in systems and procedures as required.
Follows established hospital infection control and safety procedures.