Interpreter Services Dispatcher (IBT)

SUMMARY:

The Interpreter Dispatcher reports to the Manager, Interpreter and Information Desk Services. Under general supervision and according to established policies and procedures, answers multiline telephone and responds to requests from departments for interpreter services for Non-English speaking patients. Assigns patient appointments to interpreters, and prepares daily schedules as established by priorities and interpreter protocols.
Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another.

In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:

Instill Trust and Value Differences
Patient and Community Focus and Collaborate

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. Coordinates 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.
Assigns patient appointments to Interpreters and enters dispatch and completion times into data base.
Educates and explains 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.
Advises 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.

MINIMUM 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 team work 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.
WORKING CONDITION AND PHYSICAL REQUIREMENTS:
Normal office environment.
Working conditions are generally good with little discomfort due to noise, heat, dust, etc.
SUPERVISORY RESPONSIBILITY: None.

Pay Range: 

$24.31-$25.40

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

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

Work Type:

M-F 8:00am-4:30pm

Work Shift:

Day

Driving Required:

No

Union:

International Brotherhood Teamsters