Dispatcher; Administrative Coordinator

Dispatcher (Administrative Coordinator)

US--Remote

Requisition :

Position Category: Administrative/Office Support

Job Type: AFSCME union represented

Position Type: Regular Full-Time

Posting Department: Language Services

Posting Salary Range: $29.38 - $39.72 per hour with offer based on experience, education and internal equity

Posting FTE: 1.00

Posting

Schedule:

Variable Schedule (Extended weekday/weekend coverage)

Posting

Hours:

Variable Hours

HR Mission: Healthcare

Drug Testable: No

The Dispatcher is an integral part of the Language Services department and works as front-line staff with hospital personnel. Serving as the first point of contact for ambulatory clinics and hospital staff, the Dispatcher requires excellent verbal communication skills, a high degree of coordination, and prioritization skills. The Dispatcher will screen, prioritize and route telephone calls and requests for face-to-face interpretation services using a multi-line console, paging systems, automated directory information system, and associated equipment.

The Language Services Department is a large and complex program that provides interpretation and translation services for Deaf, hard of hearing, and patients with limited English proficiency throughout all departments and clinics of OHSU. The Dispatcher will be responsible for maintaining a high level of attention to detail, confidentiality and timely completion of projects. The dispatcher will work with staff interpreters and multiple language service vendors.

Coordination/Dispatching

Activities:

• Coordinates, schedules, ensures delivery of interpretation and captioning services for in-patient and ambulatory settings throughout OHSU
• Communicates and coordinates services effectively, professionally, and in a friendly manner via phone, email, hospital paging system, MS Teams with unit/clinic staff, interpreters, contracted vendors, and leadership
• Develops new processes and workflows that support optimal service delivery
• Effectively triages all incoming requests for service, taking into account existing policies, current resources, and the needs of patients and staff Collects information from multiple sources to determine appropriate provision of services (in-person, telephonic, video remote, captioning, etc.)
• Proactively identifies patients who may need language services and collaborates with unit staff and interpreters to implement a plan for service
• Quickly routes inquiries for other departmental services (translation, bilingual screening, video remote equipment) to appropriate departmental contact - Uses good judgment and fiscal conscientiousness when scheduling interpretation services
• Troubleshoots telephone and computer equipment problems and contacts ITG if unable to resolve issue
• Maintains a calm demeanor and sense of professionalism at all times regardless of the situation
• Pursue personal development of skills and knowledge necessary for the effective performance of the role
• Performs other job-related duties as assigned by the Interpreter Services Manager

Administrative/Operational:

• Performs specialized record processing activities requiring independent judgment to make decisions or select a course of action based on applicable policies and procedures
• Provides education and information on departmental and institutional policies
• Effectively communicates with contracted vendors, resolves issues directly, and escalates ongoing vendor management issues to leadership
• Determines and initiates action within established policies and procedures to resolve problems with records, billing, payments, or charges
• Runs, analyzes and reports-out language data and makes recommendations to leadership for optimal scheduling based on forecasting
• Actively participates in strategic planning and process improvement projects for department-wide initiatives
• Participates in training as required and attends all required meetings
• Performs other job-related duties as assigned by the supervisor

• Four years of general office or secretarial experience;
  OR
• An Associate’s degree or certificate in office occupations or office technology and two years of…