Manager Language Access & Interpreter Services, Command Center

Accountabilities

Lead the day-to-day operations of the Language Access Interpreter Services Command Center, including interpreter scheduling, prioritization, workforce coordination, and service delivery.
Provide leadership and accountability for enterprise translation and interpretation systems, ensuring services align with applicable state and federal regulations, accreditation standards, compliance requirements, and organizational policies.
Contribute to strategic planning for language access services and help develop initiatives that improve availability, quality, efficiency, and patient experience.
Establish and maintain strong relationships with management, employees, medical staff, and other stakeholders to promote understanding and effective use of language services.
Support services for limited-English-proficient patients and individuals who are deaf or hard of hearing, helping teams understand available resources and appropriate practices.
Lead quality monitoring and continuous improvement initiatives related to translation and interpretation services.
Develop and implement initiatives that increase awareness, utilization, and understanding of language access services throughout the organization.
Manage and develop interpreter services staff, including hiring, training, coaching, performance management, evaluations, professional development, and employee engagement.
Provide direction and support to team members, helping ensure efficient operations and consistent service quality.
Facilitate ongoing training and continuing education for staff, including appropriate interpreting practices and the effective use of video interpretation technology.
Develop capital and operating budgets in partnership with leadership, monitor spending and variances, and take appropriate corrective action when necessary.
Provide guidance to interpreters handling complex or emotionally challenging situations, including sensitive communications involving death, dying, serious diagnoses, or other difficult messages.
Promote safety, risk mitigation, and compliance with required position and departmental safety practices.
Travel as required and operate the equipment and technology necessary to perform the role effectively.
Requirements
Bachelor’s degree, or equivalent knowledge and experience, in Healthcare Administration, Nursing, or a related discipline.
At least 5 years of experience in a medical environment performing medical verbal and written interpretation and translation, prioritizing staff work, and serving as a resource for complex interpreting situations.
At least 1 year of supervisory or people-management experience within a medical environment.
Professional command of bilingual medical terminology, including anatomy and physiology, diagnostic processes, treatment, prevention, and health education concepts.
Strong knowledge of the ethical principles and professional standards governing medical interpreting, including guidance established by the National Council on Interpreting in Health Care (NCIHC).
Demonstrated ability to lead and support interpreters working through sensitive and emotionally challenging patient situations.
Strong human relations, interpersonal, and communication skills, with the ability to build trust across clinical, administrative, and operational teams.
Experience using video interpreting techniques and related technology.
Basic computer proficiency and the ability to learn and use operational systems required for scheduling, communication, and service management.
Strong leadership, coaching, and employee-development capabilities, including experience supporting performance, morale, training, and professional growth.
Ability to manage competing priorities, make sound decisions, and maintain service quality in a fast-paced healthcare environment.
Ability to work effectively with diverse stakeholders and communicate clearly with individuals and groups.
Willingness to travel when required and work in environments where protective equipment may occasionally be necessary.
Strong commitment to patient-centered care, equitable access, confidentiality, professionalism, and high-quality language services.
Benefits
Compensation: $47.50–$71.25 per hour, with placement within the range based on qualifications, skills, relevant experience, and training.
Full-time position with a standard Monday–Friday schedule, 8:00 a.m.–5:00 p.m.
Remote work opportunity, with preferred locations in Georgia, Illinois, North Carolina, and Wisconsin; additional U.S. states may be approved.
Comprehensive health and welfare benefits, including medical, dental, vision, life insurance, and short- and long-term disability coverage.
Paid time off programs.
Family-focused benefits, including adoption assistance and paid parental leave.
Flexible Spending Accounts for eligible healthcare and dependent-care expenses.
Defined contribution retirement plans with employer matching and additional financial wellness programs.
Educational assistance to support continued learning and professional development.
Potential premium pay and incentive opportunities for eligible positions.
Opportunities for annual compensation increases based on performance.
Leadership opportunity to influence language access quality, interpreter services, patient experience, and equitable healthcare delivery across a large healthcare environment.
Reasonable accommodations are available for qualified individuals with disabilities in accordance with applicable requirements.