Interpreter Scheduler Level II

Rochester, NY


Position Title :

Interpreter Services Scheduler

Age of the Patient Population Served:

X Neonate

X Pediatric

X Adolescent

X Adult

X Geriatric

General Description:

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.

Specific Responsibilities:

With general direction accompanied by initiative, independent judgment and confidentiality, the Scheduler performs, but is not limited to the following tasks:

Interpreter Clinical Request Management – 80%:

  • Reviews interpreter requests.

  • 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.

  • If applicable, submits requests to third party vendors to secure interpreters. Monitors and follows up on interpreter performance with vendors.

  • Identifies and confirms the assignments in ePARC.

  • Produces and reviews interpreter worklist reports in ePARC continuously throughout the day.

  • Processes the request in ePARC and interpreter scheduling systems.

  • Triages emergency requests from the on-call pager within a response time of 5 minutes. 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 Operations Supervisor, Interpreter Leads or Interpreter Managers.

  • Collaborates with Operations Supervisor, Interpreter Leads and Interpreter Managers.

  • Collaborates with clinical departments’ managers/supervisors to educate regarding interpreter services and follow up on patient appointments and interpreter needs.

Quality - 20%:

  • Consistently 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 to answer their questions and obtain information regarding schedules and assignments.

  • Ensures interpreters are assigned for patient and Deaf Professionals to meet Department of Health, Joint Commission and ADA standards/regulations.

  • Develops and analyzes scheduling reports.

  • Recommends process improvements.

  • Attends/Views educational programs.

  • May train or perform other duties assigned.

Accountability, Supervision and Evaluations

The Scheduler’s performance is supervised by the Operations Supervisor of Interpreter Services and is accountable for the provision of duties in accordance with University of Rochester, Strong Memorial Hospital and Social Work and Patient & Family Services policies, procedures and standards of conduct. The Supervisor makes salary and promotional recommendations within the above mentioned guidelines.

Position Qualifications

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

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Location: Strong Memorial Hospital
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 009 Interpreter Svcs-Sign Language