GENERAL PURPOSE:Coordinates access services such as sign language interpreting and captioning services to ensure optimal coverage by Deaf Professional Interpreters. Monitors and ensures all functions are completed accurately and efficiently with excellent customer service utilizing ICARE and MELIORA values.In addition, the Scheduler is expected to be available for on-call on a rotating basis, during which last-minute needs of deaf professionals are coordinated by contacting interpreters and serving as a liaison between requesters, staff, and agencies.RESPONSIBILITIES:Scheduling Coordination and Request Management of A ccess Services for Deaf/Hard of Hearing (D/HH) Professionals and Learners
Monitors the scheduling inbox during business hours (10%)
Reviews requests for services including interpreting, captioning, and transcription services.
Processes requests in DPIS’ interpreter scheduling systems and collaborates with requesters to follow up on pertinent request information.
Provides coverage to the DPIS inbox by replying to emails, acknowledging, and confirming requests.
Provides coverage to the DPIS text line by replying and acknowledging text messages
Utilizes independent judgment and analyzes the clinical situation to determine the optimal mode of communication between the Deaf Professional/Learner, non-Deaf participants, and providers (i.e., in-person interpreter; video remote interpreter; captioning). Considers the following: (5%)
the D/HH Professionals’ preferences;
the availability of the provider;
the content of the request and the background knowledge of the provider;
consistency in providers for ongoing requests;
and satisfying full-time and part-time providers’ target hours.
Schedule coordination and tracking (15%):
Tracks ongoing assignments coming through email and/or text line to provide continuity of coverage.
Submits requests to third-party vendors to secure providers when needed.
Identifies and confirms assignments in a scheduling platform.
Triages urgent requests to the scheduling text line. If an appropriate provider is not readily available, utilizes critical thinking skills to resolve the emergent request.
Determines when to escalate a situation to senior DPIS team member(s).
Communication and Collaboration
Provides ongoing communication and status updates with Deaf and Hard of Hearing Professionals/Learners on the status of access requests.
Answers questions and obtains information regarding schedules and assignments.
Consults with other operations staff as needed.
Collaborates with UR and URMC departments’ leaders and/or requesters to educate regarding interpreting and/or captioning services and follow up on requests.
Documents and maintains Deaf professionals’ and Learners’ preferences with appropriate confidentiality.
Efficiency and Operations of Coordination and Scheduling Requests
Consistently monitors assigned, new, and changes/cancellations interpreter requests to ensure appropriately allocated interpreter services.
Reviews daily schedules to ensure requests include required information.
Distributes weekly list of unfilled jobs to internal interpreters in order to assign remaining requests.
Acts as a liaison to interpreters to obtain information regarding schedules and assignments.
Acts as a liaison to requesters for scheduling matters
Develops and analyzes scheduling reports
Trains and assists other interpreter schedulers. Provides mentorship to share content knowledge, background information, and other pertinent information regarding requests and/or preferences.
Recommends process improvements.
Billing and Invoice Management
Updates access requests to reflect accurate billing information
Reviews vendor invoices to rectify discrepancies
Prepares and sends invoices to external departments on a monthly basis
Processes payments in the University billing system
Other duties as assignedQUALIFICATIONS:
High school diploma or equivalent required.
2 years of relevant experience required;
Or equivalent combination of education and experience required.
Strong communication and interpersonal skills required;
Ability to work in a collaborative and interactive environment required;
Proven ability to take initiative, use independent judgment, and maintain confidentiality required;
Understanding of Deaf culture preferred;
Fluent in American Sign Language preferred;
Strong customer relations/support skills preferred;
Knowledge of Microsoft Office, OneDrive, Google applications, and electronic chat platforms such as Teams or Whatsapp preferred.
The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion 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 status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.How To ApplyAll applicants must apply online.EOE Minorities/Females/Protected Veterans/DisabledPay RangePay Range: $19.08 - $25.77 HourlyThe referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.Apply for Job
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Location: School of Medicine & Dentistry
Full/Part Time: Full-Time
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