Supervises administrative daily operations of UCSF Interpreting Services Dispatch Unit, comprised of (2) Full-Time Administrative Assistant III FTE’s. Performs direct oversight of the dispatch unit ensuring appropriate language specific interpretation coverage is coordinated in accordance with departmental policies and external regulations as they relate to limited English speaking and hearing impaired patients, providing equal levels of access.
Consistently interfaces with the providers/callers to ensure appropriate response to requests for interpreter is timely and in scheduled. Primarily responsible for weekly scheduling and problem resolution of all interpreting request processing, and outsourcing coverage support with vendor deployment. Dispatch unit provides services to 200+ practice locations in the following areas: Parnassus Campus, Mount Zion Campus, Mission Bay Campus, both in-patient and out-patient settings.
Produces monthly report relative to tracking BVO data and reviews the following metrics monthly:
Caller Hold Times
Queue Log-In Statistics
Month-end Operational Expense Reporting
Works jointly with Administrative Director and Administrative Analyst IV with administering training sessions for all Administrative Assistant II Float staff, acclimating to the dispatch divisional flow/systems, and protocols. Also tasked to provide orientation of the dispatch/medical interpreter interface to new team members and/or vendor deployment medical interpreters. Consistently performs all tasks relative to supervisorial functions in the IS division: Performance evaluations, recruitment of staff, interviewing process of candidates, disciplinary action measures, team management, career development, daily supervision of staff members.
Assists with coverage and management of the daily Spanish Pod scheduling. Utilizes scheduling metrics to match correct medical interpreter per assignment/type. Maintains A/P and ledger reconciliation documentation and reconciles division ledgers/required for monthly review and analysis. Performs analysis of month-end operational experiences; reports variance explanation monthly. Monitors and maintains scheduling queues to ensure accountability of calls responded to, medical interpreters logging into queues routinely and timely. Provides accurate research and analysis with reconciliations to ensure charges are accurate. Serves as back-up support to the Administrative Analyst IV performing all staff payroll, comprised of (19) FTES and ensures accuracy with time reporting and data entry into the HBS system. Performs service recovery electronically and in person format; identifies problem resolution measures with service related complaints, timely and routinely.
Works jointly with the management team to create quality improvement initiatives regarding improvement areas needed in the interpreting service division service delivery or system delivery.
Produces spreadsheet reports and data analysis as needed respective to interpreter utilization and customer service quarterly demand trends. Maintains routine inventory of telephonic equipment for practices/hospital setting deployment; tracks and monitors usage.
Anticipates problems independently and takes corrective action where appropriate. Works jointly with Administrative Analyst IV with human resources functioning specific to recruitment, new hire orientation processes. Works jointly with Administrative Analyst IV with disciplinary action processes for the dispatch team members, including verbal and written counseling measures.
Participates actively in the change process and advises the Administrative Director on logistical, systemic and procedural considerations. Must be able to manage multiple tasks and work in an environment with changing priorities. Requires discretion with handling very high level, sensitive, and confidential communications and information.
- Minimum (2) years executive level administrative support.
- Expertise in Windows systens, Excel and Microsoft Word and Microsoft Outlook software.
- Basic knowledge of medical supply ordering, office equipment procedures, and multi-disciplinary practice models
- Experience with UCSF Medical Center Purchasing and Accounting Systems.
- CQI process experience.
- Possesses experience/skill in organizational management and excellent interpersonal skills.
- Requires self- initiative, is capable of self-monitoring to remain on target with deadlines and project completion, and works well in a fast-paced health care environment with changing priorities and settings.
- (4) year college degree
- Expertise in IDX software
- Knowledge of UCSF Medical Center A/P and A/R systems
- Previous experience with centralized HR and Payroll systems
- Experience in office ergonomics, furniture layout and/or office relocation
- Familiarity with IT, Telecom and data systems.
Equal Employment Opportunity
UCSF is an Equal Opportunity/Affirmative Action Employer. All qualified applicants are encouraged to apply. Further information about the University of California, San Francisco, is available at diversity.ucsf.edu. UCSF seeks candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence, and the communities we serve.
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