Lead, Interpreter Scheduling

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

Remote Work - New York, Albany, New York, United States of America, 12224

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

400180 Deaf Prof Interpreter Svc-DPIS

Work Shift:

UR - Day (United States of America)

Range:

UR URCB 206 H

Compensation Range:

$21.97 - $29.66

Responsibilities:

Act as a lead resource to the Scheduling Team for the University of Rochester’s Deaf Professional Interpreter Services (DPIS). Ensure coverage of daily interpreting needs from 7am until 9pm. Assign interpreters due to priorities and availability. Responsible for a broad range of requests and assessing the most appropriate fit between interpreters and assignments. The DPIS Scheduling Team is a primary point of contact for consumers for the same day of request that need interpreting and/or captioning coverage. Support all members of DPIS daily with last-minute changes in interpreting schedules and changes in interpreter availability. Constant upkeep of scheduling system (Usked) to reflect current and accurate information. Compile and maintain a variety of daily reports. Point of contact for freelance agencies and freelance interpreters. Daily supervision of DPIS Schedulers, text line, and email inbox. Oversees the scheduling support for the Interpreter Services program. Acts as a resource to and leads interpreter schedulers. Monitors and ensures that all customer service. Coordinates all scheduling staff training activities. Leads interpreter scheduling operations and personnel matters, including performance evaluations, and developing plans for improvement in staff member’s completion of assigned activities.

SCHEDULE

• Monday- Friday 7am-3:30p and on-call coverage required

ESSENTIAL FUNCTIONS

• Act as lead resource for team of schedulers, including onboarding and training. Leads team meetings and initiate team building and staff recognition initiatives. Performs personnel administration including recruitment, hiring, performance evaluation, and performance improvement plans. Provides supervision, leadership, coaching, and counseling. Participate in the onboarding process for new DPIS interpreters.
• Analyzes volume and productivity and works in the staffing pattern as required to meet department standards. Provides direct scheduling support as needed. Ensure efficient and quality functions through scheduling reviews. Maintains departmental standards through quality assurance monitoring. Identifies problems or areas for system improvements, develops and implements resolutions. Monitors customer satisfaction and acts on customer feedback to
• improve the quality of interpreting services.
• Oversees the DPIS float/on-call system that provides coverage for uncovered assignments, including day of requests. Maintain the daily log of uncovered assignments to facilitate coverage throughout the day. Communicate with DPIS schedulers and interpreters regarding any changes minute changes) to assignments, information updates, and assisting interpreters with scheduling questions. Coordinate with freelance company with last minute scheduling and changes to freelance interpreter schedules.
• Day to day operations also include maintaining text line, reaching out to stakeholders for assignment related information, emailing interpreters with proper information to access remote assignments, coordinating the use of stations for remote work, and fielding any issues regarding Zoom or technology. Maintain user accounts in DPIS scheduling system (Usked). Maintain requests and assignment records for DPIS interpreters, requesters, and management.
• Collaborates with DPIS Director to identify strategic goals and objectives as it pertains to scheduling. Develops and implements annual plan to accomplish goals. Manages special projects. Establishes and maintains relationships with Deaf professionals across clinical and academic areas as it relates to interpreter scheduling. Manages escalated complaints and recommends improvements or solutions.
• Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• Associate's degree in Medical, Secretarial, (Business/Management (preferred)) or related field and 3 years of relevant experience required
• Or equivalent combination of education and experience
• Knowledge of medical terminology preferred
• Experience with surgical/appointment scheduling software and electronic medical records preferred
• Customer relations skills preferred
• Strong customer service and communication skills Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) (preferred)
• Knowledge and understanding of Deaf culture and the Deaf community highly preferred.
• Proficiency in American Sign Language (ASL) highly preferred.

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.