The Scheduling Supervisor for Interpreter Services Scheduling manages the scheduling support for the Interpreter Services Program. Acts as a resource to Interpreter Schedulers and Leads/Managers. (Collaborates with Interpreter Leads and Managers regarding scheduling processes.) Monitors and ensures that all functions are completed accurately and efficiently with excellent customer service utilizing the SMH ICARE values. Coordinates all staff training activities. Manages interpreter scheduling operations and personnel related matters, including performance evaluations, and developing plans for improvement in staff member's completion of assigned activities. The Supervisor is proficient at the utilization of the Interpreter Scheduling and ePARC/eRecord Systems.
With general direction accompanied by initiative, independent judgment and confidentiality, the Scheduling Supervisor performs, but is not limited to the following tasks:
Develops, maintains and trains new employees.
Assesses staffs ongoing training needs, develops and implements training programs to address needs.
Performs personnel administration including recruitment, hiring, firing, performance evaluation, performance improvement plans.
Provides supervision, leadership, coaching and counseling.
Serves as a role model and facilitator to staff.
Ensures efficient and quality functions through scheduling and call center reviews.
Maintains departmental Standards through quality assurance monitoring.
Identifies problems or areas for system improvements, develops and implements resolution.
Monitors customer satisfaction and acts on customer feedback to improve the quality of service.
Analyzes volume and productivity and works in the staffing pattern as required to meet department standards.
Manages escalated patient and clinical area complaints and recommends improvements.
Collaborates with Leads/Managers, URMC clinical/academic departments and ISD ePARC analysts to improve scheduling processes.
Collaborates with Interpreter Agency Managers to provide excellent patient services.
Policies and Compliance
Reviews, validates, and maintains accurate departmental policies and procedures.
Interprets hospital and administrative policies.
Ensures Joint Commission Compliance.
Collaborates with Manager to identify strategic goals and objectives.
Develops and implements annual plan to accomplish goals.
Performs other duties as assigned.
Manages special projects; assigns staff.
Attends scheduled training activities and meetings.
The Scheduling Supervisor must have an Associate's degree in Medical, Business/Management or related field and 2-3 years related work experience; or an equivalent combination of education and experience. A college degree, Microsoft Office Suite computer experience and experience in medical terminology, management and health care settings are preferred.
How To Apply
All applicants must apply online.
EOE Minorities/Females/Protected Veterans/Disabled