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Respect | Belonging | Accountability | Transparency

Department

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 in a manner that is consistent with organizational goals, assigned objectives and timelines, and meets expected outcomes.
  • Participation in additional activities, as required. (15%)
• Promotes positive interpersonal (customer) relationships with fellow employees, physicians, patients and visitors. Treats these individuals with courtesy, dignity, empathy and respect; consistently displays courteous and respectful verbal and non-verbal communications. (15%)
• Adheres to, complies with and demonstrates support for the mission and values of Denver Health. Supports and adheres to the Denver Health Values of Trust, Respect, & Excellence and the Standards of Behavior.
  (5%)
• Sets clear expectations for staff by developing job specific customer service expectations and behaviors for each position supervised; clearly communicates expectations to each employee and establishes the expectations as job requirements and performance appraisal components; delegates responsibility/authority whenever possible. (5%)
• Conducts all performance evaluations on time, working with each employee at least annually to set specific behavioral goals. (5%)
• Identifies training and staff development needs of employees and ensures appropriate training provided.
  (5%)
• Initiates formal/informal activities with employees to develop departmental cohesion and collegiality.
  (5%)
• Recognizes positive behavior and contributions to the organization using praise, appreciation and rewards.
  (5%)
• Actively identifies problems and opportunities for improvement; identifies appropriate solution and involves others in the implementation process.
  (5%)
• Adheres to Denver Health and departmental attendance guidelines.

Education:

• Bachelor's Degree required.

Work Experience:

• 1-3 years supervisory experience required.
• 1-3 years interpreting experience in a medical setting required.

Knowledge, Skills and Abilities:

• Bilingual English-Spanish skills are required and will be validated during an onsite proficiency test.
• Critical analytical thinking skills, with an emphasis on Customer Service, including excellent telephone skills.
• Knowledge of PC applications, 30 wpm typing, along with strong organizational and prioritization skills.
• Provide excellent Customer Service in a direct contact environment and relate to a diverse patient population.
• Excellent follow through, detailed oriented with a high level of accuracy. Prioritize and perform a multitude of duties.
• Provide team support with patience, respect, and equality.

Shift

Work Type

Salary

Benefits

At Denver Health, we take care of the people who take care of our community. Our benefits are built to support your life, your family, and your future — with generous paid time off, fully paid parental leave, exceptional retirement contributions, comprehensive health coverage, and nationally recognized well-being programs. We invest in your growth through tuition assistance, career advancement pathways, and professional development — while also offering meaningful financial advantages through loan forgiveness eligibility and employer contributions. When you join Denver Health, you’re joining a mission-driven organization that invests in you.

Here is a small list of our benefit programs:

• Paid time off starting at 28 days per year, inclusive of vacation, personal/sick, and 7 Holidays
• 100% paid parental leave up to 6 weeks
• Immediate eligibility for retirement plans with employer contribution up to 9.5%
• Generous medical, dental, vision plans in addition to employer paid disability and life insurance.
• Comprehensive well-being programs including on-site employee fitness center located on Denver Health main campus and nationally recognized RESTORE Center
• Free RTD EcoPass (public transportation)
• Childcare discount programs & exclusive perks on large brands, travel, and more
• Tuition reimbursement & assistance
• Education, coaching, and professional development opportunities through the Workforce Development Center (WFDC) that support internal career growth and advancement pathways
• Professional clinical advancement program & shared governance
• Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program
• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer