Language Services Assistant

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New Haven, CT
Apr 18, 2019

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Job Description

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

EEO/AA/Disability/Veteran

SUMMARY

The position reports directly to the manager of Language Services . Provides analytical and administrative support for all aspects of Language Services (LS) operations including: access and system assignments , including external vendor staff. Maintains process maps of LS procedures as directed by manager of Language Services. Maintains inventory of communications devices and staff assigned to them. Interacts with system vendor staff daily to ensure system performance and access. Monitors request volumes and response times in line with performance standards developed by Manager. Supports and produces management reports and cross-charges for services to agreed points of service, i.e. YMG. Ensure back-up and recovery procedures and resources are available in case of system failure. Assists in the training of new staff. The position is responsible for positive customer service interactions with department guests, staff, hospital personnel and volunteers and sets the tone for the services orientation of the Interpreter Service. This person handles a multitude of office procedures to ensure that Language Service operates efficiently and effectively.

RESPONSIBILITIES
  • 1. Interpreter Service Dispatch Functions
  • 1.1. Answers telephone following hospital standards (within three rings, using greeting, identifying self)
  • 1.2. Monitors requests for interpreters and dispatches interpreters according to priority when necessary.
  • 1.3. Assigns agency interpreters to appointments to meet patient needs.Produces and print daily calendar with prescheduled appointments.
  • 1.4. Instruct providers to request OTP (over the phone) VRI (video remote interpreting) or IP (in person) interpreters according to the appropriateness of the case.
  • 1.5. Schedules interpreters from outside agencies . Ensures all appointments are confirmed by the end of the day and departments are notified. Documents check in and out of outside vendors. Informs departments when interpreters are not available in a timely manner.
  • 1.6. Assigns in house and agency interpreters throughout YNHH for prescheduled cases.
  • 2. Database Management
  • 2.1. Enters prescheduled interpreter requests in the LS system. Responsible to enter promptly all interpreter requests during system downtime . Responds and confirms with providers in a timely manner (within 15 minutes for immediate requests and within 24 hours for future requests). Documents calls from Community Line in a separate system.
  • 2.2. Reviews and enters in the LS Sytem all future requests from EPIC and e mails
  • 2.3. Reviews database on a daily basis and ensures all the information is correct and complete. Alerts manager of any incomplete data. Conducts weekly audits of Epic and database documentation. Alerts manager of any incorrect, incomplete, delayed or lack of documentation
  • 2.4. Maintains back-up and recovery documentation in the event of a major system failure. Ensures appropriate resources are provided in order to operate regardless of system availability
  • 3. Administrative Support
  • 3.1. Orders supplies , interpreter uniforms, food for special events.
  • 3.2. Schedules staff meetings and departmental events (including training, inservices), providing administrative support including minutes and attendance records
  • 3.3. Maintains staff schedule as directed by manager, including evenings, holidays, weekends, early surgeries, Long Wharf, SRC and PTO.
  • 3.4. Maintain LS's communications resources inventory, i.e., Ipads, phones and any other equipment used in support of patient communications. Maintains a docking station of interpreter equipment. provides daily monitoring (sign out)
  • 3.5. Delivers dual handset interpreter phones to the units, or secures staff assistance with same.
  • 3.6. Secures meeting space and conference room for departmental meetings and events
  • 3.7. Provides daily list of Limited English Proficient speaking patients and sends by fax to Volunteer Services for Foreign visitation program when volunteer coordinator is absent.
  • 4. Operations support
  • 4.1. Provides support to all aspects of LS daily operations: system access, assignments and operational effectiveness monitoring. alerts manager when performance falls outside standards.
  • 4.2. Documents workflow for all functions in LS. Updates process maps as directed by manager.
  • 4.3. Interacts with IT staff to resolve minor to moderate issues. Alerts manager to major problems that impact performance standards.
  • 4.4. Monitors daily volumes, response times and adherence to established performance standards. Alerts manager when standards are not being met.
  • 4.5. Schedules and produces scheduled management reports.Identifies variances to standards.
  • 4.6. Provides training support for new staff
  • 4.7. Conduct weekly auditing of interpreter documentation in Epic and LS system.
  • 4.8. Provides monthly statistics with total LS volume, and utilization by modality and language.
  • 5. Accounts Payable and Receivable
  • 5.1. Prepares billing for services provided to points of services outside YNHH.
  • 5.2. Prepares cross-charges/billing for YMG

    QUALIFICATIONS

    EDUCATION:
    Minimum High School diploma, with courses in typing and computer software. Associates degree preferred. Extensive work experience in a healthcare setting, and preferably in a language services function.

    EXPERIENCE:
    Three (3) to five (5) years experience in office management with heavy public contact. Hospital experience preferred.Systems skills/Knowledge, analysis, system support/coordination, process mapping and vendor interaction.

    LICENSURE:
    None required


    SPECIAL SKILLS:
    Sound judgment and problem solving skills. Strong interpersonal and customer service skills. Knowledge of interpreting processes at YNHH. Fluency in Spanish would be preferable.

    ACCOUNTABILITY:
    Incumbent is responsible for performance monitoring, efficient dispatch operations and staff assignments in a busy interpreter service when system failures. Responsible for account receivable and payable process for the service. Report production .

    COMPLEXITY:
    Responsible for assuring that the daily operations are handled efficiently . Supports a complex workflow/system environment. Needs to deal with multiple audiences: internal and external.

    PHYSICAL DEMAND:
    Position requires the employee to sit for long periods of time at a desk and computer terminal. Individual has to have a focused power of concentration to work in this setting.

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    Job Info

    Job: 6377

    Department: Language Services
    Category: Admin Support
    Status: Full Time
    Shift: DAYS
    Hours: 40.00

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