Language Services Command Center Supervisor

Job Description:
The Command Center Supervisor is a working leader, responsible for the daily operations and supervision of a team of Language Service Dispatchers with the language service command center. This position assures efficient high quality service delivery proper staffing timely escalation the issues and adherence to organizational policies and service standards. The supervisor acts as a liaison between Language Service Dispatchers and the Language Service Managers to support a smooth and patient focused workflow.
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:
Valley Center Tower
Work City:
Murray
Work State:
Utah
Scheduled Weekly Hours:
40
The hourly range for this position is listed below. Actual hourly rate dependent upon experience.
$25.39 - $40.00
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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