Manager, Language Access Services

Description

TheSystemManager,LanguageAccessServicesisresponsiblefortheday-to-daymanagement,coordination,andqualityassuranceofinterpretationandtranslationservicesacrossEmoryHealthcare.Thisroleoverseesfrontlinestaffandoperationalworkflowstoensure24/7languageaccesscompliance,servicedeliveryexcellence,andsupportforpatientswithLimitedEnglishProficiency (LEP)orothercommunicationbarriers.

TheManagerplaysacriticalleadershiproleininterpretertraining,workflowoptimization,regulatorycompliance,andpartnershipwithclinicalandnon-clinicalteamsacrossthehealthcaresystem.ThispositionreportstotheSystemDirector,LanguageAccessServicesandensuresthatalllanguageservicesalignwithorganizationalstandards,federalregulations,andpatientexperiencepriorities.

RESPONSIBILITIES

Compliance and Quality Assurance

• DevelopsandenforcespoliciestoensurecompliancewithCLASStandards,JointCommissionrequirements,CMSregulations,andSection1557.

• Monitorsoperationalmetricsincludinginterpreterwaittimes,servicefulfillmentrates,andvendorutilization.

• Leadsqualityauditsandpreparesreportsforleadership.

• IdentifiesandresolvesissuesthatmayimpactcommunicationaccessforLEPandDeaf/Hard-of-Hearingpatients.

Cross- Departmental Collaboration and Education

• Partnerswithclinical,nursing,administrative,andITteamstointegratelanguageaccessservicesintocaredeliveryworkflows.

• Educatesstaffonlegalrequirements,interpreterprotocols,andappropriateserviceutilization.

• Coordinatesonboardingfornewfacilitiesanddepartments.

• Providestrainingonsystempolicies,interpreterprotocols,andpatientcommunicationrights.

Program Planning and Performance Monitoring

• Trackssystem-wideservicemetricsandtrendstoinformoperationalandstrategicplanning.

• Usesdataanalyticsandreportingtoolstoidentifyimprovementopportunitiesandsupportleadershipinitiatives.

• Leadsculturalcompetencyprogramsandinterpreterdevelopmentinitiativesalignedwithnationalstandards.

Resource and Vendor Oversight

• Managesdepartmentalresources,technologyplatforms,andvendorrelationshipstoensureefficientservicedelivery.

• Overseesschedulingsystems,VideoRemoteInterpreting (VRI),Over-the-PhoneInterpreting (OPI)platforms,andvirtualcallcenteroperations.

• Evaluatesresourceutilizationandrecommendsprocessimprovementsandcostoptimizationstrategies.

Professional Development and Representation

• RepresentstheLanguageAccessServicesdepartmentoninternalcommittees,professionalassociations,andexternalforums.

• Maintainscurrentknowledgeofbestpracticesinlanguageaccessandinterpretationthroughcontinuingeducation,training,andprofessionalnetworking.

Patient- Centered Equity and Outreach

• Leadsorparticipatesininitiativesthatpromoteequity,culturalresponsiveness,andaccesstocare.

• CollaborateswithMarketingandPatientExperienceteamstoenhanceoutreachandeducationforLEPcommunities.

• Promotesacultureofinclusion,trust,accountability,andpatient-centeredcareacrossthehealthcaresystem.

Work Environment

WorkType:

Hybridemployee –splitstimebetweenworkingremotelyandworkingonsite.

Travel:

Lessthan10%travelmayberequired.

MINIMUM QUALIFICATIONS

Education

Bachelor’sdegreefromanaccreditedinstitutioninoneofthefollowingorarelatedfield:

• BusinessAdministration

• HealthcareAdministration

• InterpretingStudies

• PublicHealth

Experience

• 7+yearsofrelevantexperienceinhealthcareorsocialservicessettings

• Atleastthree (3)yearsinasupervisoryormanagementrole

EquivalentExperienceConsideration:

AnAssociate’sdegreewith9+yearsofprogressivelyresponsibleexperience,including5+yearsinleadershipwithinhealthcareorlanguageservices,maybeconsideredinlieuofabachelor'sdegree.

Additional Requirements

• FluencyinEnglishandatleastoneadditionalspokenlanguage

• Demonstratedexperienceinteamleadershipandoperationalmanagement

• Completionofaqualifiedmedicalinterpretertrainingprogram(e.g., Bridging the Gap )

Knowledge, Skills, and Abilities

• KnowledgeofCLASStandards,TitleVI,Section1557,andJointCommissionlanguageaccessrequirements

• FamiliaritywiththeNationalCodeofEthicsandinterpreterstandardsofpractice

• Strongorganizational,interpersonal,andcustomerserviceskills

• Abilitytomanageservicedeliveryoperationsandcollaborateacrossmultidisciplinaryteams

• Abilitytoanalyzeoperationalmetricsanddriveperformanceimprovements

• Additionaldutiesmaybeassignedbyleadership

Preferred Qualifications

Education

Master’sDegreein:

• BusinessAdministration

• HealthcareAdministration

• InterpretingStudies

• PublicHealth

• Orarelatedfield

Experience

• 9+yearsofrelevantexperience

• 5+yearsinamanagementrole

• Priorexperiencewithinalarge,multi-sitehealthcaresystem

Certification

• Nationalcertificationthrough:

• CCHI (CertificationCommissionforHealthcareInterpreters),or

• NBCMI (NationalBoardofCertificationforMedicalInterpreters)

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.

Additional Details

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.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at View email address on click.appcast.io . Please note that one week's advance notice is preferred.

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Division Emory Healthcare Inc.

Campus Location Atlanta, GA, 30345

Campus Location US-GA-Atlanta

Department EHI Interpretation Services

Job Type Regular Full-Time

Job Number 162386

Job Category Clerical & Administrative

Schedule 8a-4:30p

Standard Hours 40 Hours

Hourly Minimum USD $41.28/Hr.

Hourly Midpoint USD $50.30/Hr.

Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.