Interpreter Services Scheduler

Rochester, NY

GENERAL PURPOSE:

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.

RESPONSIBILITIES:

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

Scheduling

  • Review External interpreter requests via email.

  • 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.

  • Determining if patient needs ASL/Deaf Interpreter, a foreign/dialect language Interpreter, or CART Services

  • Patient Interpreter Preference

  • Deaf/Blind Tactile

  • Speech Reading (Lip reading) patients

  • Processes and confirms assignments in ePARC scheduling systems.

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

  • 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.

  • Collaborates with Interpreter Services Managers and Leads

  • 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).

  • Determining 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 interpreter supervisor/manager, recommends which interpreter to pull from a non-emergent patient appointment.

  • Determines when to escalate a situation to the Interpreter Leads or Interpreter Services Managers.

Phones

  • Triage/directing calls throughout the day

  • Answer general Interpreter related questions

  • Assist with patient calls regarding

  • Appointments (confirm interpreter assignment)

  • Contact clinics via phone for various scheduling matters (inform of interpreter availability, clarify appt. information/details as needed) etc.

Interpreter Services In-Box

  • Provide coverage as needed for Interpreter Services Secretary

  • Acknowledge and Confirm requests coming thru email

Quality Control

  • Consistently monitors assigned, new, and changes/cancellations interpreter requests to ensure appropriately allocated interpreter services.

  • Review daily schedules to ensure appointments

  • Correct date and time

  • Location

  • Interpreter preference

  • Gender preference

  • Time allowance

  • Travel time if needed

  • On-call pager assignment

  • Third party vendors

  • Interpreter Availability

  • Meeting conflicts

  • Surgeries

  • In-Box confirmations

  • Video visit conference room (room secured)

  • Patient/siblings back to back appointments

  • Distributes daily schedules to interpreters by deadlines.

  • Acts as a liaison to interpreters 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.

  • Exhibits high expertise in interpreter scheduling.

  • Trains/Assists other interpreter schedulers.

  • Responds to escalated questions/issues.

  • May participate as a presenter in educational in-services for other departments and/or Outpatient Access Specialist orientations.

Other Duties as Assigned

QUALIFICATIONS:

  • Associate’s degree in Medical, Secretarial or related field and a minimum of three years of relevant experience required preferred;

  • or an equivalent combination of education and experience required.

  • Medical Terminology, experiences with surgical/appointment scheduling software (such as eRecord/ePARC), and electronic medical records preferred. Demonstrated customer relations skills preferred.

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

Pay Range

Pay Range: $18.50 - $24.50 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Apply for Job

  • Careers

  • Sign In

  • New User

Location: Strong Memorial Hospital
Full/Part Time: Full-Time
Opening:
Location: Interpreter preference