Medical Interpreter Services Supervisor 2

Job Summary This position is responsible for daily operation of the department, which includes supervising staff and dispatching scheduled interpreters to in‑person and video assignments throughout the day (spoken languages and ASL), prioritizing patient requests, answering multiple phone lines and responding to requests after hours & on weekends. This position is also responsible for interpreter and provider training, externship coordination, vendor request management, department website management, language proficiency assessments, multicultural development through department events coordination, vendor equipment coordination, and written translation services coordination. This person is responsible for leading a team of varied language translators, serving as the primary contact for UC Health written translation projects. Coordinate and supervise department staff in translation, proofreading, editing and preparation of final copy or written materials from the source language to the specified target language. Perform department billing functions for written translation projects and Intercampus/Interdepartmental invoicing. #CA-DS Minimum Qualifications Required to hold a valid California driver's license, have a driving record that is in accordance with local policies/procedures, and/or enroll in the California Employer Pull Notice Program Bachelor’s degree in a related area and/or equivalent experience/training. Previous lead/supervisory experience with the skills to evaluate staff performance fairly and with sensitivity, and to provide sufficient feedback for staff development. Experience triaging calls and requests; dispatching staff and vendors using database systems; working under pressure and strict deadlines. Demonstrated experience as a translator of general and technical English language text into a target language, and text of similar difficulty from a target language into English. Solid subject matter knowledge of medical interpretation and translation services to train and guide employees on techniques. Ability to apply cultural knowledge and sensitivity to improve patient experience. Solid knowledge of relevant interpreter federal, state and local laws and regulations. Excellent knowledge of grammar, syntax, sentence structure, common idiomatic expressions, medical terminology, and less common terms in the target language. Ability to apply policy knowledge to identify compliance risks and regulatory issues. Demonstrated skills in employee supervision and HR administration. Leadership skills to motivate and inspire staff to improve medical interpreter services. Demonstrated ability to prioritize effectively to meet deadlines in a complex, challenging environment. Solid organizational and customer service skills to structure unit operations and lead assigned staff in an efficient and effective manner. Interpersonal skills to work collaboratively, coordinate and integrate with physicians, nurses, and other health professionals throughout the organization. Ability to maintain cooperative working relationships with professional and administrative staff, patients, peers, multidisciplinary team members, management, and outside agencies. Solid skills to quickly evaluate complex issues and identify resolutions within defined procedures and policies. Demonstrated ability to solve problems and suggest solutions through critical thinking process. Solid verbal and written communication skills to explain clinical concepts in multiple languages, actively listen, persuade, advise, and counsel. Ability to perform commonly applicable functions in word processing and spreadsheet software. Solid knowledge of the organization’s medical interpreter application programs to troubleshoot issues and recommend improvements in convenience and efficiency. Preferred Qualifications Certification from a medical interpreter school or program such as CCHI or NBCMI. Higher education coursework in a second language preferred. Completion of a formal supervisory training and demonstrated mentoring experience. Completion of a formal “Train the Trainer” course in healthcare interpreting preferred and a formal cross-cultural competence course preferred. Advanced experience working with databases and staff schedules in a rapidly changing environment. Experience working at a call center; organizational skills to determine priorities. Experience training adults. Previous UCDH working experience and familiarity with telephone and video equipment. Prior teaching and presenting experience requiring instructional design and implementation of continuing education/professional development courses. Demonstrated ability to effectively utilize a variety of teaching strategies. Prior experience as a coordinator of written translation projects. Demonstrated experience in language assessment field. Knowledge of medical center, HR and UC policies and processes. Knowledge of medical interpreting services industry. Ability to independently supervise staff, establish priorities, make decisions, problem solve and initiate actions including follow through to completion with designated time frames. Ability to independently analyze options, manage multiple situations, and solve problems on assigned projects utilizing available resources to efficiently complete work assigned. Ability to independently perform a variety of functions and work in an environment of frequent interruptions; organize workload and set changing priorities. Anticipate and provide for schedule changes; work under pressure and strict deadlines. Ability to maintain work effectiveness when faced with deadlines, changing priorities, a fast‑paced work environment, and conflicting demands from a variety of sources. Knowledge of cultural differences to interact with patients, family members, medical and interpreting staff. Ability to provide cultural information and conflict resolution when working with staff of different ethnic/cultural backgrounds. Ability to communicate orally and in writing in an effective and courteous manner to clearly and concisely convey information and discuss ideas with administrative staff, physicians, patients, other allied health personnel, and government/outside agencies including diverse groups of individuals/employees. Excellent interpersonal and communication skills to effectively handle multiple and frequent inquiries, requests, instructions and presentations, whether verbally or in written form. Ability to use tact, courtesy, diplomacy, and a professional manner when working with individuals at all organizational levels within the institution. Ability to use negotiation and persuasion skills to resolve problems in a way which is mutually acceptable to all concerned parties. Skills in organization related to timely completion of own work, priority setting for others, and developing operational systems to serve a large organizational need. Problem‑solving skills to identify issue of concern, gather pertinent information, identify and evaluate alternative solutions, and select the solution which will most effectively resolve the problem. Knowledge and experience with reference materials, specialized glossaries, Internet research tools, and databases as well as sources of suitable journals and periodicals in the target language. Ability to interpret and implement UC Davis, UCDH, UCOP, and Departmental guidelines, requirements, policies and procedures to ensure compliance. Skills to supervise daily operations; resolve conflicts and provide instructions to employees; evaluate staff performance fairly and with sensitivity, and to provide sufficient feedback for staff development. Skills and abilities to foster team environment and achieve goals and objectives. Knowledge and ability to set up contracts for new customers offering best products and service. Ability to follow safe working practices and to instruct, monitor staff regarding the same. Key Responsibilities 20% - Supervisory Duties 20% - Written Translation Program Coordination / Financial Controls 20% - Professional Development and Training Duties 5% - Language Assessment Program Coordinator 20% - Dispatch Backup, Payroll, and Scheduling Coordination 15% - Other Technical and Administrative Duties Department Overview Medical Interpreting Services provides a range of language access services, including on‑site, telephone, video interpreting, and written translations to ensure access to healthcare services for NES/LES patients. Department Specific Job Scope The incumbent must be able to work independently and creatively in solving day‑to‑day problems, exercise initiative and apply sound judgment in applying established principles and practices to new and unusual problems. Works in conjunction with other Medical Interpreting Supervisors to ensure staffing for daily operations and special projects, delivery of services to patients and providers according to established standards. Position Information Salary or Pay Range: $2,7,43.29 - $4,896.55 Salary Frequency: Biweekly Salary Grade: Grade 21 UC Job Title: MED INTERPRETER SVC SUPV 2 UC Job Code: 004589 Number of Positions: 1 Appointment Type: Staff: Career Percentage of Time: 100 Shift (Work Schedule): Monday‑Friday 9AM‑5:30PM, 8 hour Location: Patient Contact Center (HSP166) Union Representation: 99 - Non‑Represented (PPSM) Benefits Eligible: Yes This position is 100% on‑site Benefits High quality and low‑cost medical plans to choose from to fit your family’s needs UC pays for Dental and Vision insurance premiums for you and your family Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement Access to free professional development courses and learning opportunities for personal and professional growth WorkLife and Wellness programs and resources On‑site Employee Assistance Program including access to free mental health services Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here Physical Demands Standing – Occasional Up to 3 Hours Walking – Occasional Up to 3 Hours Sitting – Frequent 3 to 6 Hours Lifting/Carrying 0‑25 Lbs – Occasional Up to 3 Hours Pushing/Pulling 0‑25 Lbs – Occasional Up to 3 Hours Bending/Stooping – Occasional Up to 3 Hours Squatting/Kneeling – Occasional Up to 3 Hours Twisting – Occasional Up to 3 Hours Reaching overhead – Occasional Up to 3 Hours Keyboard use/repetitive motion – Frequent 3 to 6 Hours Mental Demands Sustained attention and concentration – Frequent 3 to 6 Hours Complex problem solving/reasoning – Occasional Up to 3 Hours Ability to organize & prioritize – Frequent 3 to 6 Hours Communication skills – Frequent 3 to 6 Hours Numerical skills – Occasional Up to 3 Hours Constant Interaction – Frequent 3 to 6 Hours Customer/Patient Contact – Frequent 3 to 6 Hours Multiple Concurrent Tasks – Frequent 3 to 6 Hours Work Environment UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e‑cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space. Special Requirements This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment. This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements. Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer. Equal Employment Opportunity The University of California, Davis is an Equal Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. #J-18808-Ljbffr