Department Overview:
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.
Function/Duties of Position:
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 polices
- Effectively communicates with contracted vendors, resolves issues directly, and escalates on-going 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
Required Qualifications:
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Four years of general office or secretarial experience; OR
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An Associate’s degree or certificate in office occupations or office technology and two years of general office or secretarial experience; OR
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A Bachelor’s degree and two years of general office or secretarial experience; OR
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An equivalent combination of training and experience.
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Additional certifications may be required based on the specific department the position resides in, as indicated by the position description.
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Note: Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience.
Job Related Knowledge, Skills and Abilities (Competencies):
- Must exhibit a friendly and outgoing demeanor.
- Demonstrate ability to communicate clearly and effectively.
- Interpersonal and conflict resolution skills a must.
- Proficient in MS Office Suite (Word, Excel, PowerPoint and Outlook).
- Ability to work independently and prioritize tasks.
- Knowledge of Language Access operations
Preferred Qualifications:
- Experience working in a healthcare setting
- 2 years of dispatching or PBX operations; AND
- 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 general office or secretarial experience; OR
- A Bachelor’s degree and two years of general office or secretarial experience; OR
- An equivalent combination of training and experience.
- Bilingual
- Knowledge of Epic
Additional Details:
Work location (onsite vs. remote) and work hours (40 hours per week) will be determined based on OHSU policy, departmental needs, and employee preference. This is a fast-paced ever-changing work environment.
OHSU is a “tobacco free” environment effective September 17, 2007; this includes all OHSU-owned and leased space. http://ohsu.edu/tobaccofree
All are welcome: Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.
