Summary

SUMMARY: Under the direct supervision of the Department Manager, the Interpreter Services Dispatcher is responsible for a broad range of dispatch duties, projects and administrative duties related to facilitating and ensuring the provision of language services at Alameda Health System (AHS). The Dispatcher is responsible for answering the phone, scheduling and dispatching interpreters to all AHS areas, monitoring the daily census, service requests and department reports. The Dispatcher coordinates services with both internal staff and external partners such as payers and vendor interpreter services. The Dispatcher also assists interpreters, AHS staff and patients with the set up and troubleshooting of interpretation equipment and department workflows. In addition, the Dispatcher is responsible for providing telephonic interpretation when appropriate, especially for patients or family members calling the department for assistance. The Dispatcher performs computer data entry and reporting in multiple applications, as well as other clerical tasks and related duties as required by the department.

DUTIES & ESSENTIAL JOB FUNCTIONS: NOTE: The following are the duties performed by employees in this classification, however, employees may perform other related duties at an equivalent level. Not all duties listed are necessarily performed by each individual in the classification.

1. Coordinates the provision of language services at all AHS facilities, managing complex or changing schedules in a timely and professional manner

2. Monitors the census or appointment lists, applicable reports and tools, language requests, staff assignments, and regulatory requirements to mobilize the appropriate resources. Provides a high level of customer service and performs service recovery efforts as needed.

3. Independently assigns interpreter, translator or dispatch coverage with regular, on-call, services-as needed (SAN) staff and outside vendors

4. Utilizes data and sound independent judgment in assigning the best practice or method for use of language services

5. Communicates the status of language service requests to involved parties

6. Documents and tracks interpreter service requests and services in various departmental applications, including but not limited to electronic medical records and online scheduling systems

7. Coordinates translation requests for written documents, tracks submissions and invoices, ensures completion and routes documents to appropriate departments

8. Ensures department and vendor compliance with contract terms

9. Consistently and independently troubleshoots department applications, computer or telecommunications equipment, and assists team members experiencing technical or workflow-related issues

10. Provides telephonic and/or video interpreter services to limited English proficiency patients or family members seeking assistance from the department

11. Provides a high level of customer service and performs service recovery efforts as needed.

12. Focuses on improving health equity, diversity and inclusion in the performance of duties and in interactions with patients, staff and the general public.

13. Routinely and independently performs administrative support functions such as researching solutions to operational issues, referring projects or information requests to the appropriate staff, vendors, or general public

14. Types with speed and accuracy at not less than 40 words per minute. Develops professional business correspondence and departmental reports (i.e. patient demand, productivity, departmental expenditures, no-show costs, etc.).

15. Trains staff, volunteers or students on department interpreting, translation and dispatch procedures and resources, including computer applications and reports

16. Contributes significantly to department process improvement efforts; maintains positive outlook in a rapidly changing work environment

17. Adheres to and promotes AHS and department policies, code of conduct, quality and resource utilization standards.

MINIMUM QUALIFICATIONS:

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: A minimum of completion of two year program at a Community College, or recognized certified business school (may be substituted by one-year full-time experience in the class of Secretary I or equivalent higher level clerical).

Minimum Experience: The equivalent of one-year full-time experience in the class of Secretary I, or an equivalent or higher level clerical class with the Alameda Health System service that requires a typing proficiency level of not less than 40 wpm OR meet the education requirements listed and have the equivalent of one year full-time experience working in a medical setting with exposure to working with multi-lingual, multi- cultural groups.

Minimum Skills: Must be bilingual in (Spanish/English or Chinese language(s)/English preferred) and must pass a language proficiency test in both languages. Multilingual (proficient in more than 2 languages) preferred.