Interpreter Supervisor

Job Summary

Provides direct supervision of staff and assists the manager with daily operations of the department. Schedules employees and delegates workload. Provides scheduling oversight, assigns interpreters to requests based on organizational needs and proactively monitors ServiceHub for incoming requests, scheduled appointments and cancelations. Manages employee hours to ensure that adequate staffing levels are always planned. Provides support and guidance to staff interpreters in the assignment and reassignment of requests, scheduling concerns or requests and presents a positive image and attitude. This candidate will help in implementing policies and procedures and will make suggestions for process improvement for the department. Collaborates with requesting departments and patients to find solutions to scheduling conflicts. Works closely with the Interpreter Services Manager in assuring interpreter requests are managed in a timely manner. Participates in interviews and makes recommendations for hires. Evaluates and counsels employees on work performance and attendance, and provides recommendations regarding promotions and terminations to department management. Responsible for managing departmental activities in the manager's absence. Possesses the ability to appropriately prioritize and perform multiple tasks at one time, as well as modifying plans and approaches based on changing situations, needs and follows through to achieve final resolution. Deploys interpreter services to LEP patients.

Minimum Qualifications

Minimum Education: Associate's Degree 
Minimum Years of Experience: Two Years Experience in Scheduling or Providing Interpreter Services to LEP Patients
Substitutable Education & Experience (Optional): An Associate's Degree and 2 years experience can be substituted for a High School Diploma and 4 years experience as a hospital-based medical interpreter 
Required Certifications/Licensure: Certified Medical Interpreter
Required Training: Proficient Computer Skills (specifically Microsoft Outlook);

ServiceHub Scheduling or similar scheduling software; 

Excellent written and oral communication skills in both English and Spanish

Essential Functions

• Assists Interpreter Services Manager with leading and directing the department's daily operations and supporting short and longterm goals including, but not limited to:   
      a. Onboaring and orientation of new hires
      b. Collaboration with manager on annual perfomance reviews including, but not limited to, attendance and tardiness,  communication/collaboration, and judgement/decision making.
     c. Collaborating in interviews and decisions about hiring.
     d. Verbal and written counseling of staff interpreters as necessary when performance criteria and interpreting standards are not met.
• Supervises daily deployment and assignment of staff interpreters. Reviews daily assignments of each interpreter to assure a reasonable workload and logistics.
• Monitors ServiceHub's Office Portal for incoming requests, scheduled requests and cancelations.
• Assigns and schedules requests utilizing ServiceHub’s Office portal and Outlook. 
• Creates weekly department schedules following the schedule pattern and  coordinates the appropriate assignment and deployment of staff interpreters.
• Appropriately handles PTO requests and communicates with staff interpreters to create alternative schedules to cover requested time off. 
• Resolves scheduling conflicts to coordinate appropriate coverage.

Duties & Responsibilities

• Communicates with Interpreter Services Manager about scheduling issues.
• Communicates verbally and in writing with all LMC departments and Physician Practices about requests, delays and/or changes.
• Responsible for having a complete understanding and working knowledge of LMC's Interpreter Services policy.
• Keeps Interpreter Services Manager informed of any issues in the Interpreter Services department including but not limited to staff issues and system issues reporting any concern to the Interpreter Services Manager.
• Performs all other appropriate activities as directed by Interpreter Services Manager as necessary to meet patient and provider needs and to maintain compliance with federal regulations and hospital policy.
• Provides interpretation services effectively, with accuracy of meaning through the use of medical, business, and general terminology.  The communication triad may include, but is not limited to, interpretation for patients, family members, visitors, and any person providing care or treatment on behalf of LMC and its affiliates.
• Follows the guidelines of the National Council on Interpreting in Healthcare (NCIHC).
• Provides sight-translation when needed and appropriate of pertinent materials for patients and families, such as written information regarding relevant services, pre-operative, post-operative, discharge instructions, patient and family education, and follow-up care materials.
• Serves as a cultural mediator, as necessary and when appropriate, to enhance communication between staff and patients or family members.
• Monitors language and interpreting skills, takes initiative to maintain and improve as necessary and stays abreast of linguistic meanings and regional variances of both languages.
• Participates in Continuing Education opportunities to maintain certification.
• Monitors, accepts and responds to requests through ServiceHub
• Performs duties of timekeeper and complies with timekeeping policies and procedures.
• Reviews invoices from local interpreting vendors to assure accuracy and maintains spreadsheet of invoices.
• Other duties as assigned by supervisor.