Interpreter Services Dispatcher (IBT)

Responsibilities

• Receives requests by telephone and fax for appointments for Interpreter Services.
• Answers multiline telephone and maintains time log of calls received, inputs requests into data base.
• Captures response to requests based on established policies and procedures.
• Prepares assignments and daily appointment schedules based on interpretation requests for patients booked in advance as well as same day.
• Sets up patient appointments to Interpreters and enters dispatch and completion times into data base.
• Shares knowledge about Commercial Insurance Programs (i.e. Rite Care) process as well as outside agencies protocols for requests for Interpreters. Interacts with hospital personnel and outside agencies to explain department policies and procedures.
• Maintains staff location board based on daily and rotating schedules of interpreters.
• Notifies Interpreter Services manager/designee of delays and deficiencies in responding to requests and seeks recommendation for assignments.
• Responds to stat requests by immediately text paging appropriate staff.
• Maintains supply of required forms and files related to dispatching.
• Maintains Patient Confidentiality and Compliance with HIPAA regulations.
• Performs other duties as assigned.

Qualifications

• BASIC KNOWLEDGE:
• Level of knowledge normally attained through completion of high school. Demonstrates knowledge and skills necessary to provide care to all patients with consideration of aging processes, human development stages and cultural patterns in each step of the care process.
• EXPERIENCE:
• Between six to twelve months experience is required, including that period on-the-job to learn procedures specific to Interpreter Services.
• Bilingual in Spanish is preferred.
• Call center experience preferred.
• Ability to respond quickly and professionally when answering high volume, multiline telephone.
• Knowledge of triaging calls with an understanding of appropriately prioritizing work assignments.
• Ability to foster a teamwork oriented environment.
• Ability to communicate and maintain a positive interpersonal relationship with co-workers, outside vendors and all levels of the organization in a professional manner.
• Possess interpersonal skills with a focus on customer service excellence to respond to requests and complaints.
• Excellent typing skills and proficient in spreadsheet applications necessary.
• Knowledge and understanding of Interpreter Services operations, policies and procedures.

Pay

$24.31-$25.40

Location

Rhode Island Hospital - 593 Eddy Street Providence, Rhode Island 02903

Working Conditions

Normal office environment. Working conditions are generally good with little discomfort due to noise, heat, dust, etc.

Supervisory Responsibility

None.