Language Services Command Center Supervisor

Job Description:

Posting Specifics

• Benefits Eligible: Yes
• Shift Details: Monday - Friday 0800-1630

Essential Functions

• Directly supervises a team of Language Service Dispatchers including scheduling training, performance feedback and coaching
• Ensures adequate staffing coverage across all shifts adjust assignments in real time to meet demands
• Monitors performance metrics call wait times service level goals response rates and drive accountability
• Serves as the first point of contact for staff questions concerns or workflow barriers identify and escalate operational and personal issues to the language service director in a timely manner
• Participates in and contributes to the development and implementation of policies procedures and training materials
• Ensures compliance with HIPAA confidentiality and organizational standards
• Maintains accurate documentation related to scheduling attendance, performance an incidents
• Supports continuous quality improvement initiatives
• Fosters a positive team culture that aligns with organizational values.

Skills

• Leadership
• Team Building
• Interpersonal Communication
• Prioritizing Responsibilities
• Conflict resolution
• Problem Solving
• Scheduling Systems
• Call Center Software
• Customer Service
• Office Procedures
• Human Resources

Qualifications

• Demonstrated experience in supervisory or lead role
• Bachelor’s degree preferred
• One year experience in supervisory or lead role preferred, familiarity with medical terminology and interpreter or language services is a plus
• Two years experience in healthcare call center scheduling or service coordination environment preferred

Physical Requirements

• Ongoing need for employee to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
• Frequent interactions with providers, colleagues, customers, patients/clients and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.
• Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.

Location:

Work City:

Work State:

Scheduled Weekly Hours:

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here.

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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All positions subject to close without notice.