Scheduling Coordinator (After Hours) - CHS

SUMMARY

Work independently to assess and meet customer needs for each interpreting and captioning request, ensuring accuracy and attention to detail. Collect and manage relevant information while maintaining up-to-date records of Deaf consumer and business client interpreter preferences. Support customer satisfaction by confirming assignments promptly and providing responsive service. This role also performs a range of administrative and departmental support duties essential to the smooth operation of interpreting services. 

ESSENTIAL DUTIES

• Receive and process customer agreements and interpreter/captioning requests, entering all details accurately into the scheduling platform.
• Ensure accuracy and completeness of data entered; follow up promptly to obtain any missing information required to fulfill requests.
• Independently assess each assignment to determine job demands and match appropriately qualified interpreters/captioners based on required competencies.
• Respond promptly and accurately to inquiries about services.
• Maintain regular, professional communication with customers, Deaf consumers, and interpreters, upholding high standards of customer service and user experience.
• Make timely decisions within established guidelines when addressing unexpected situations or schedule changes.
• Prioritize and manage multiple tasks simultaneously, exercising good judgment and maintaining efficiency despite frequent interruptions.
• Maintain current and detailed records of interpreters, including skill areas, certifications, and suitability for various types of assignments.
• Communicate effectively with customers regarding laws and regulations that ensure equal communication access for Deaf, DeafBlind, and Hard of Hearing individuals.
• Educate customers on interpreting services by explaining policies, procedures, and the demands of interpreting, while gathering necessary details about each assignment.
• Verify that interpreters receive accurate and complete information about their assignments and follow up to address any additional questions.
• Collect and update interpreter availability, preferences, and assignment data within the scheduling system.
• Support interpreter satisfaction by confirming assignments and coordinating team or partner interpreters as needed.
• Collaborate closely with team members to ensure workflow remains current, organized, and efficient.
• Assists with preparation of department mailings and informational emails to interpreters. 
  Works closely with team members to ensure work stays current and flows smoothly.

REQUIREMENTS

• High school diploma or equivalent, BA preferred. 
• Excellent communication skills. 
• Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy. 
• Excellent organizational skills and attention to detail. 
• Must be able to communicate via standard telephone or video phone. 
• Customer service, call center or other business background preferred.   
• Time management: the ability to organize and manage multiple priorities. 
• Strong analytical skills. 
• Support team members for success.
• Familiarity with Microsoft Office Suite and other database systems. 
• Ability to work independently and prioritize tasks. 
• Ability to promote and adhere to company values. 
• A commitment to a diverse, inclusive, and equitable work environment. 
• Knowledge of sign language and Deaf culture desired but not required.