Language Services Dispatcher

Essential Functions

Responsible for dispatching, prioritizing, and coordinating services for interpretation or translation requests from various hospitals or clinics, and the management and maintenance of said requests active or completed.

Makes and receives phone calls using a PC-based telephony software. Uses scripted material and non-scripted guidelines to make an informed assessment of services needed.

Collaborates with staff and third-party supplier interpreters or translators for resource allocation based on the type of service requested and level of urgency.

Maintains multiple worklists, inboxes, and queues to ensure timely responses and dispatches personnel accordingly using various communication methods (e.g., messaging, vocera, scheduling platform, telephone, etc.). Acts as a liaison between external interpreting agencies and key personnel.

Manages time productively, displaying a proactive approach to the job. Responds to requests in a timely manner and provides staff with an estimated time of arrival for interpretation assignments. Refers staff to phone or video interpretation per guidelines.

Utilizes computer, software, and internet tools for research, data entry, and other communication purposes within the work environment. Maintains accurate and complete records of all service requests.

Ensures consistency and accuracy of data across multiple platforms or sources. Stays current on role/responsibilities, updates, etc. by reviewing monthly newsletters, huddle boards, recorded huddles or meetings, work queues and worklists, emails, etc.

Performs supplier invoice audits and follows up with supplies to resolve discrepancies in billing. Keeps clear records and produces periodic reports.

Skills

• Professional Ethics
• Communication
• Basic computer and data entry skills
• Collaboration/Teamwork
• Customer Service
• Time Management
• Critical thinking
• Situational awareness
• Dispatching

Qualifications

• Demonstrate experience in customer service, call center environment, or working in a clerical position.
• Demonstrated ability to work effectively in a fast-paced, high-pressure environment.
• Demonstrated ability to prioritize and multi-task.
• Demonstrated interpersonal verbal and written communication skills to function as part of a team and the flexibility and good judgment to work independently.

Preferred

• Experience working in a healthcare setting.
• Knowledge of EPIC.
• Bilingual skill set including Tongan, Samoan, Marshallese, Portuguese.

Physical Requirements

• Ongoing need for employee to see and read information, labels, monitors, identify equipment and supplies, and be able to assess customer needs.
• Frequent interactions with customers that require employee to communicate as well as understand spoken information, alarms, needs, and issues quickly and accurately.
• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. Includes frequent computer, phone, and cable set-up and use.