Manager, Language Access Services

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    "title": "Manager, Language Access Services",
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    "datePosted": "2024-06-06T08:30:00.211Z",
    "description": "<h2>Description</h2>\n<p>The System Manager, Language Access Services is responsible for the day-to-day management, coordination, and quality assurance of interpretation and translation services across Emory Healthcare. This role oversees frontline staff and operational workflows to ensure 24/7 language access compliance, service delivery excellence, and support for patients with Limited English Proficiency (LEP) or other communication barriers.</p>\n<p>The Manager plays a critical leadership role in interpreter training, workflow optimization, regulatory compliance, and partnership with clinical and non-clinical teams across the healthcare system. This position reports to the System Director, Language Access Services and ensures that all language services align with organizational standards, federal regulations, and patient experience priorities.</p>\n<h1>RESPONSIBILITIES</h1>\n<h2>Compliance and Quality Assurance</h2>\n<ul>\n <li><p>Develops and enforces policies to ensure compliance with CLAS Standards, Joint Commission requirements, CMS regulations, and Section 1557.</p></li>\n <li><p>Monitors operational metrics including interpreter wait times, service fulfillment rates, and vendor utilization.</p></li>\n <li><p>Leads quality audits and prepares reports for leadership.</p></li>\n <li><p>Identifies and resolves issues that may impact communication access for LEP and Deaf/Hard-of-Hearing patients.</p></li>\n</ul>\n<h2>Cross-Departmental Collaboration and Education</h2>\n<ul>\n <li><p>Partners with clinical, nursing, administrative, and IT teams to integrate language access services into care delivery workflows.</p></li>\n <li><p>Educates staff on legal requirements, interpreter protocols, and appropriate service utilization.</p></li>\n <li><p>Coordinates onboarding for new facilities and departments.</p></li>\n <li><p>Provides training on system policies, interpreter protocols, and patient communication rights.</p></li>\n</ul>\n<h2>Program Planning and Performance Monitoring</h2>\n<ul>\n <li><p>Tracks system-wide service metrics and trends to inform operational and strategic planning.</p></li>\n <li><p>Uses data analytics and reporting tools to identify improvement opportunities and support leadership initiatives.</p></li>\n <li><p>Leads cultural competency programs and interpreter development initiatives aligned with national standards.</p></li>\n</ul>\n<h2>Resource and Vendor Oversight</h2>\n<ul>\n <li><p>Manages departmental resources, technology platforms, and vendor relationships to ensure efficient service delivery.</p></li>\n <li><p>Oversees scheduling systems, Video Remote Interpreting (VRI), Over-the-Phone Interpreting (OPI) platforms, and virtual call center operations.</p></li>\n <li><p>Evaluates resource utilization and recommends process improvements and cost optimization strategies.</p></li>\n</ul>\n<h2>Professional Development and Representation</h2>\n<ul>\n <li><p>Represents the Language Access Services department on internal committees, professional associations, and external forums.</p></li>\n <li><p>Maintains current knowledge of best practices in language access and interpretation through continuing education, training, and professional networking.</p></li>\n</ul>\n<h2>Patient-Centered Equity and Outreach</h2>\n<ul>\n <li><p>Leads or participates in initiatives that promote equity, cultural responsiveness, and access to care.</p></li>\n <li><p>Collaborates with Marketing and Patient Experience teams to enhance outreach and education for LEP communities.</p></li>\n <li><p>Promotes a culture of inclusion, trust, accountability, and patient-centered care across the healthcare system.</p></li>\n</ul>\n<h1>Work Environment</h1>\n<p>Work Type:Hybrid employee – splits time between working remotely and working onsite.</p>\n<p>Travel:Less than 10% travel may be required.</p>\n<h1>MINIMUM QUALIFICATIONS</h1>\n<h3>Education</h3>\n<p>Bachelor’s degree from an accredited institution in one of the following or a related field:</p>\n<ul>\n <li><p>Business Administration</p></li>\n <li><p>Healthcare Administration</p></li>\n <li><p>Interpreting Studies</p></li>\n <li><p>Public Health</p></li>\n</ul>\n<h3>Experience</h3>\n<ul>\n <li><p>7+ years of relevant experience in healthcare or social services settings</p></li>\n <li><p>At least three (3) years in a supervisory or management role</p></li>\n</ul>\n<p>Equivalent Experience Consideration:An Associate’s degree with 9+ years of progressively responsible experience, including 5+ years in leadership within healthcare or language services, may be considered in lieu of a bachelor's degree.</p>\n<h3>Additional Requirements</h3>\n<ul>\n <li><p>Fluency in English and at least one additional spoken language</p></li>\n <li><p>Demonstrated experience in team leadership and operational management</p></li>\n <li><p>Completion of a qualified medical interpreter training program (e.g., <em>Bridging the Gap</em>)</p></li>\n</ul>\n<h1>Knowledge, Skills, and Abilities</h1>\n<ul>\n <li><p>Knowledge of CLAS Standards, Title VI, Section 1557, and Joint Commission language access requirements</p></li>\n <li><p>Familiarity with the National Code of Ethics and interpreter standards of practice</p></li>\n <li><p>Strong organizational, interpersonal, and customer service skills</p></li>\n <li><p>Ability to manage service delivery operations and collaborate across multidisciplinary teams</p></li>\n <li><p>Ability to analyze operational metrics and drive performance improvements</p></li>\n <li><p>Additional duties may be assigned by leadership</p></li>\n</ul>\n<h1>Preferred Qualifications</h1>\n<h3>Education</h3>\n<p>Master’s Degree in:</p>\n<ul>\n <li><p>Business Administration</p></li>\n <li><p>Healthcare Administration</p></li>\n <li><p>Interpreting Studies</p></li>\n <li><p>Public Health</p></li>\n <li><p>Or a related field</p></li>\n</ul>\n<h3>Experience</h3>\n<ul>\n <li><p>9+ years of relevant experience</p></li>\n <li><p>5+ years in a management role</p></li>\n <li><p>Prior experience within a large, multi-site healthcare system</p></li>\n</ul>\n<h3>Certification</h3>\n<ul>\n <li><p>National certification through:</p>\n  <ul>\n   <li><p>CCHI (Certification Commission for Healthcare Interpreters), or</p></li>\n   <li><p>NBCMI (National Board of Certification for Medical Interpreters)</p></li>\n  </ul></li>\n</ul>\n<p>PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.</p>\n<h2>Additional Details</h2>\n<p>Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.</p>\n<p> </p>\n<p>Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at [email protected]. Please note that one week's advance notice is preferred.</p>",
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