PRIMARY ACCOUNTABILITY: The Program Administrator works as a liaison between WCMS Interpreter Network and customers (mainly healthcare facilities) to fulfill language interpreting services. WIN Program Administrator must be able to work in an office with diverse staff members and interact with customers and vendors in a professional manner. Good customer service, excellent communication skills, and problem-solving skills are required. Experience in scheduling and/or language interpreting services preferred. Any hiree much reside in the 16-county service area of WCMS and be able to work in our Asheville office at least two days per week. This is a hybrid position.
Pay: $21.65 per hour – full-time (40 hours per week)
JOB DESCRIPTION:
To serve as a primary point of contact between the WIN Program, customers, and interpreters.
Functions include but are not limited to:
- Handle a high volume of inbound and outbound calls and emails from customers and interpreters
- Accountable for daily call volume and response time metrics
- Schedules interpreting services appointments by phone, email, or website
- Maintain smooth relationship with customer and interpreters
- Offers assistance and support for appointments troubleshooting, navigating our portal, database access, and utilization or use of our services
- Cancel or reschedule appointments as needed
- Keep interpreting schedule up to date
- Recruit and retain clients
- Confirm appointments with customers and interpreters
- De-escalate situations involving dissatisfied customers
- Provide interpretive services to clients when needed basis (i.e., phone 3-way calls, sight translations and/or translations)
- Process interpreters’ job verifications for financial monthly process
- Assist with/conduct vendor meetings, trainings, and test administration
- Perform quality improvement activities, such as shadowing and vendor feedback
- Maintain files including all the necessary forms, contracts, tests, and other compliance-related documents for vendors and customers
- Complete special projects and other duties, as assigned
COMPUTER SKILLS: Experience with VoIP (Voice over Internet Protocol) business phone systems, database and scheduling systems (Interpreter Intelligence-Boostlingo). Proficient with computers and software (Word, Excel, and Outlook). Must pass a home internet speed test (download equal or greater than 25, upload equal or greater than 5. Ping ms equal to or less than 175), if working remotely.
EDUCATION and/or EXPERIENCE:
Required: Associate degree, BA preferred, or at least one year of related work experience. Experience in high-volume call setting preferred.
Upon hire, must complete a basic course in interpreter skills and ethics or provide a certificate of completion. Certification by the CCHI, NBCMI, or RID preferred.
FOREIGN LANGUAGE SKILLS: Spanish or other language. Bi-lingual candidates are preferred.
COMMUNICATION SKILLS:
Excellence in English and other language grammar, spelling, and punctuation. Speaking voice must be clear, audible, and easy to understand on the phone and in person. Must be able to communicate accurately and professionally with a wide variety of key partners.
ORGANIZATIONAL AND COORDINATION SKILLS:
Experience working with contractors, healthcare facilities, Limited English Proficiency populations, and operating in a team environment. Ability to organize workload and coordinate multiple activities. Position requires the ability to appropriately and professionally handle multiple and competing priorities. Strong detail orientation and team player skills are a must. Excellent organizational skills. Ability to multi-task, set priorities and manage time effectively. Attendance at a monthly in-office meeting of the entire staff and residence in the WCMS service area are required.
PHYSICAL DEMANDS: Office Environment
- Ability to use a headphone set for lengthy period every day may be necessary.
- Sitting in a normal seated position for extended periods of time
- Reaching by extending hand(s) or arm(s) in any direction
- Finger dexterity is required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard.
- Ability to repeat the same movements on a daily basis.
- Oral and written communication skills using English is necessary.
- Ability to see and hear within normal parameters.
- Ability to move about.
- Regular attendance required two days per week for this hybrid position
WORK ENVIRONMENT: Hybrid work requires working onsite twice a week at least. Non-smoking office environment, professional and diverse. This position will involve regular use of personal vehicle. Require early morning, evening, and some weekend work.
ADDITIONAL INFORMATION: Comfortable with diverse ethnic and socio-economic populations. Organized, flexible, self-directed, multi-tasked with desire to work for a non-profit. Ability to work independently as well as in teams.
REPORTS TO: Director of Health Access & Equity Programs.
