Physician Support Rep III

Rochester, NY


The Interpreter Services Scheduler coordinates the scheduling program for Interpreter Services. Monitors and ensures that all functions are completed accurately and efficiently with excellent customer service utilizing the SMH ICARE values. The Scheduler is proficient at the utilization of the Interpreter Scheduling System and ePARC/eRecord systems.


With general direction accompanied by initiative, independent judgment and confidentiality, the Level I Scheduler performs, but is not limited to the following tasks:

Interpreter Clinical Request Management

  • Processes the request in ePARC and interpreter scheduling systems.

  • Utilizes independent judgement and analyzes the clinical situation to determine the optimal mode of interpreter communication between the patient, family members and providers (i.e. in person interpreter; video; telephone).

  • Evaluates the patients’ needs of communication complexities and preferences.

  • If applicable, determines the availability of identified in-person interpreters taking into consideration travel time between appointments, mental/physical fatigue, etc.

  • Tracking any on-going assignments coming thru email and/or ePARC to provide patients continuity of care.

  • If applicable, submits requests to third party vendors to secure interpreters.

  • Identifies and confirms the assignments in ePARC.

  • Produces and reviews interpreter worklist reports in ePARC continuously throughout the day.

  • Collaborates with Interpreter Services Managers and Interpreter Leads.

  • Collaborates with clinical departments’ managers/supervisors to educate regarding interpreter services and follow up on patient appointments and interpreter needs.

Pager/Instant Messaging

  • When needed, triage emergency requests from the on-call pager within a response time of 5 minutes (web-paging and via phone).

  • Determines type of Interpreter needed

  • Coordinate with Day to Day Scheduler for any same day clinic add-ons or schedule changes.

  • Document all pages in Daily Log

  • Constant instant messaging communication with interpreters on assignment status

  • If an interpreter is not available, in collaboration with Level II schedulers and/or interpreter supervisor/manager, recommends which interpreter to pull from a non-emergent patient appointment.

  • Determines when to escalate a situation to the Level II Schedulers and/or Interpreter Services Managers, Interpreter Leads.


  • Triage/directing calls throughout the day

  • Answer general interpreter related questions

  • Assist with patient calls regarding

  • Appointments (confirm, re-schedule, inquiries on location, and Interpreter Preference)

  • Contact clinics via phone for various scheduling matters (inform of interpreter availability, clarify appt. information/details as needed) etc.

Interpreter Services In-Box

  • Acknowledge and confirm requests coming thru email


  • Consistently monitors assigned, new, and changes/cancellations interpreter requests to ensure appropriately allocated interpreter services.

  • If applicable, distributes daily schedules to interpreters by deadlines.

  • Acts as a liaison to interpreters or vendor partners to answer their questions and obtain information regarding schedules and assignments.

  • Assigns appropriate interpreter modality to meet Department of Health, Joint Commission and ADA standards/regulations.

  • Recommends process improvements.

  • Attends/views educational programs as needed or requested

Other duties as assigned.


  • Associate’s degree in Medical, Secretarial or related field and a minimum of three years of relevant experience required preferred;

  • or an equivalent combination of education and experience required.

  • Medical Terminology, experiences with surgical/appointment scheduling software (such as eRecord/ePARC), and electronic medical records preferred. Demonstrated customer relations skills.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $19.08 - $25.77 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Strong Memorial Hospital
Full/Part Time: Part-Time