Interpreter Services Dispatcher

Alameda Health System; San Leandro (CA); On-site; USD 47,000 - 67,000; Full time

Benefits offered by this job

Comprehensive benefits program

Job summary

Alameda Health System is seeking a dedicated Interpreter Services Dispatcher to coordinate language services across all facilities. You will schedule interpreters, monitor requests, and manage vendor relations, ensuring timely and accurate interpretation support for patients and staff.

The role includes telephonic/ video interpretation, equipment troubleshooting, and data entry in EMR systems. Strong bilingual skills, 40 wpm typing, and clerical experience are required, with a commitment to

Qualifications

• Two-year program or recognized certified business school (may be substituted by one-year full-time experience in clerical work).
• One year full-time clerical experience or equivalent education in a medical setting with multilingual exposure.
• Must be bilingual in English plus Spanish or Chinese and pass a language proficiency test.

Responsibilities

• Schedule and dispatch interpreters to all AHS facilities.
• Monitor census, requests, staff assignments and regulatory requirements to mobilize resources.
• Independently assign interpreter coverage with on-call and outside vendors.
• Troubleshoot department applications and equipment; assist staff with workflows.
• Provide telephonic and video interpretation as needed; maintain high service levels.

Skills

Bilingual English/Spanish

Bilingual English/Chinese

Education

Two-year community college program

One year clerical experience

Tools

Typing 40 wpm

EMR systems

Scheduling software

Job description

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

• Coordinates the provision of language services at all AHS facilities, managing complex or changing schedules in a timely and professional manner
• 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.
• Independently assigns interpreter, translator or dispatch coverage with regular, on-call, services-as-needed (SAN) staff and outside vendors
• Utilizes data and sound independent judgment in assigning the best practice or method for use of language services
• Communicates the status of language service requests to involved parties
• Documents and tracks interpreter service requests and services in various departmental applications, including but not limited to electronic medical records and online scheduling systems
• Coordinates translation requests for written documents, tracks submissions and invoices, ensures completion and routes documents to appropriate departments
• Ensures department and vendor compliance with contract terms
• Consistently and independently troubleshoots department applications, computer or telecommunications equipment, and assists team members experiencing technical or workflow-related issues
• Provides telephonic and/or video interpreter services to limited English proficiency patients or family members seeking assistance from the department
• Provides a high level of customer service and performs service recovery efforts as needed.
• Focuses on improving health equity, diversity and inclusion in the performance of duties and in interactions with patients, staff and the general public.
• 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.
• 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.).
• Trains staff, volunteers or students in department interpreting, translation and dispatch procedures and resources, including computer applications and reports
• Contributes significantly to department process improvement efforts; maintains positive outlook in a rapidly changing work environment
• 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 a 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 multilingual, multicultural 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.

PAY RANGE: $41.27/hour

The pay range for this position reflects the base pay scale for the role at Alameda Health System. Final compensation will be determined based on several factors, including but not limited to a candidate’s experience, education, skills, licenses and certifications, departmental equity, applicable collective bargaining agreements, and the operational needs of the organization. Alameda Health System also offers eligible positions a generous comprehensive benefits program.