Manager of Interpreting Services

Schedule

Days, occasional nights/weekends as needed.

About the role

Leads and operationalizes enterprise-wide Language Access Services across inpatient, outpatient, and ambulatory settings. Provides 24/7 oversight of a hybrid service model, including employed interpreters, contracted interpreters, telephonic (OPI), video remote interpreting (VRI), and translation services. Ensures equitable, timely, and compliant communication access for patients and families with Limited English Proficiency (LEP) through interpreter workforce planning, vendor partnerships, and technology-enabled solutions. Oversees scheduling, deployment, and integration of language access services across the organization.

Essential Functions

• Establishes performance objectives and operational metrics; holds self and others accountable for outcomes in service, quality, efficiency, and financial stewardship.
• Maintains 24/7 accountability for Language Access Services.
• Personnel Management:
  • Oversees a centralized coordination, deployment, and real-time allocation of interpreter resources across multiple sites and settings;
  • Ensures language access technology (VRI, telephonic) is available and integrated into clinical workflows.
  • Leads recruitment, onboarding, competency assessment, training, and performance management for interpreter staff.
  • Manages vendor and contractor relationships, including service-level expectations and quality standards, to ensure consistent service delivery across all care settings.
  • Provides day-to-day leadership by sharing expertise, setting priorities, and coordinating work activities across the team.
  • Completes personnel actions as needed (e.g., status changes, corrective action, and termination recommendations) and ensures required documentation and notifications are submitted.
• Operational and Financial Management:
  • Oversees enterprise language access systems and services; ensures interpreting and translation services are coordinated and delivered across all care settings.
  • Develops and executes operational plans; maintains policies and procedures; and ensures compliance with quality, safety, and recordkeeping standards.
  • Develops and manages budgets and productivity targets; monitors expenses; and identifies opportunities to optimize the cost-effective use of staffing, services, contracts, and supplies.
  • Led departmental and system-level initiatives to optimize service delivery, enhance patient experience, and maintain compliance with CLAS Standards, Joint Commission, and other regulatory requirements.
• Standardizes interpreter assessment and language access practices; ensures quality, consistency, and regulatory compliance across multilingual content.
• Provides education on interpreter use and language access protocols through formal training (e.g., nursing orientation, rounds, staff meetings) and ongoing coaching.
• Promotes equity and improves care outcomes by partnering with Patient Experience, Quality, and operational leaders; participates in committees that support programs and projects.
• Defines, monitors, and reports performance metrics (e.g., response time, utilization, cost-effectiveness) and leads continuous improvement.

Education Qualifications

Bachelor's Degree from an accredited college or university in language, health services, management/leadership, or related field Required and Equivalent experience may be substituted for education Required.

Experience Qualifications

Minimum three years’ experience as a medical interpreter Required and Minimum three years’ management/leadership Required.

Skills And Abilities

• Speaking, reading, and writing English and another language fluently.
• Ability to interact with a variety of families and health care professionals.
• Knowledge of medical terminology.
• Skill in typing and word processing.
• Skill in medical interpreting.
• Change Management.

Preferred or Certifications

• Certified Medical Interpreter (CMI) from the National Board of Certification for Medical Interpreters (NBCMI) Upon Hire.
• Certified Healthcare Interpreter (CHI) from the Certification Commission for Healthcare Interpreters (CCHI) Upon Hire.
• Sign Language Interpreter and Transliterator QAST (Quality Assurance Screening Test) Level IV/5 Upon Hire.
• Sign Language Interpreter and Transliterator NAD Level IV and V are advanced to master-level certifications Upon Hire.

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