Supervisor, Language Services

We are recruiting for a mission-driven Supervisor, Language Services to join our team!

We're with you for life’s journey. At Denver Health, purpose isn’t just something we believe in—it’s something we live every day, for life’s journey.

Our Values

Respect | Belonging | Accountability | Transparency

Department

Language Services

Job Summary

Under minimal supervision, be directly responsible for the Supervision of approximately 15 Interpreters, and for overseeing the Medical Interpretation operations to meet all departmental and company needs. This includes, but is not limited to, helping oversee the Call Center and In-Person Medical Interpretation operations. This comprises of utilizing daily monitoring tools to review daily, weekly, monthly and quarterly performances, and provide direct supervision and assistance to Medical Interpreters. Help educate and develop all staff members to maintain high standards and objectives by utilizing Quality Assurance to determine improvement requirements. Assists with staff scheduling, making necessary changes to meet business needs. Create and/or update reports for management review. Provide high levels of Customer Service at all times.

***Bi-lingual English - Spanish required***

Essential Functions:

• Supervision of Medical Interpreters
  • Directs and coordinates the activities of employees assigned to an area.
  • Sets clear expectations for staff by developing job specific Customer Service expectations and behaviors for each person supervised; clearly communicates expectations as job requirements and performance evaluation components.
  • Monitors workloads, daily, weekly and monthly.
  • Assists with staffing support, concerns, grievances, corrective action and annual reviews.
  • Consistently recognizes positive behavior and contributions to the organization using praise, appreciation, and rewards.
  • Promotes positive morale among peers and staff; initiates activities with employees to develop cohesion and collegiality.
  • Determines work procedures and expedites workflow and reviews work.
  • Assists with resolving operational and process problems.
  • Maintains working knowledge of each area to ensure competency in all departments’ functions.
  • Consistently demonstrates support for their employees and develops them to their optimal potential.
  • Meets with employees periodically to review performance, projects and initiatives.
  • Assists with creating department staffing schedule to ensure adequate shift coverage.
  • Monitors staff attendance and the use of break/lunch times to assure proper phone coverage.
  • Hires new employees, conducts interviews, and performs testing to assure proper staffing.
  • Documents, resolves, and responds to patients and/or patients’ representatives in a timely manner.
  • Responds to clinic and patient concerns regarding interpretations concerns or issues, working as a liaison between clinics and interpreters to ensure standard work.
  • Prepares necessary and required reports to management.
  • Maintains standard work documentation, training tools and department policies and procedures.
  • Acts as an effective, consistent role model of service, excellence; exemplifies courtesy, compassion and responsiveness toward all customers.
  • Establishes relevance of information and formulates logical conclusions. Exhibits follow through skills using sound judgment. (20%)
• Training, development and Quality Assurance.
  • Builds, updates and keeps all training aligned to best practices and Denver Health requirements.
  • Delivers training requirements necessary to help setup all employees up for success.
  • Ensures staff has completed all necessary and mandatory training within designated times.
  • Conducts Quality Assurance auditing of interpreting, call handling and customer service skills, ensuring the interpreter does not add, omit, change or edit information and remains as the voice of the provider and patient only. Demonstrates working knowledge of anatomy, medical terms and symptoms by accurately conveying information between the patient and the care provider.
  • Completes 30, 60 and 90-day evaluations for all new employees.
  • Orients all newly hired employees utilizing the Departmental Orientation Checklist.
  • Maintains standard work documentation, training tools and department policies and procedures.
  • Keeps department management and staff informed on pertinent information.
  • Assists with concerns and complaints and follows up with staff in a timely manner. (15%)
• Participates in collaborations, strategic planning and problem solving:
  • Demonstrates problem solving with solutions that are practical, efficient and reasonable given the applicable issues.
  • Plans their work and related activities i