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.

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.

About Us

Headquartered in Utah with locations in six primary states and additional operations across the western U.S., Intermountain Health is a nonprofit system of 34 hospitals, 400+ clinics, a medical group of more than 4,800 employed physicians and advanced care providers, a health plan division called Select Health with more than one million members, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery.

Join our world-class team and embark on a career filled with opportunities, strength, innovation, and fulfillment.

To find out more about us, head to our career site here.

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ADA Statement

Intermountain Health strives to make the application process accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 1-800-843-7820 or email recruitment@imail.org. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

(PEAK) – Path to Education, Advancement, and Knowledge

Intermountain Health’s PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution. The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment. Learn more.

Job Descriptions

The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor.

All positions subject to close without notice.

Thanks for your interest in continuing your career with our team!