Regional Coordinator Language Services

About the role

The Regional Coordinator of Language Services plays a crucial role in ensuring equitable communication for patients with Limited English Proficiency (LEP), Deaf/Hard of Hearing individuals, and those requiring culturally responsive care. This position is essential for supporting regulatory compliance, improving patient outcomes, and enhancing patient satisfaction through high-quality interpretation and translation services.

Responsibilities

• Oversees the delivery of regional language services, including in-person, video remote (VRI), and telephonic interpretation, to ensure timely, equitable, and cost-effective access for patients.
• Covers interpreter scheduling and manages vendor relationships to maintain consistent service coverage and operational efficiency across facilities.
• Develops, maintains, and optimizes standardized workflows, including automation and process improvements, to ensure consistent, compliant, and efficient language service delivery while enhancing access and patient experience across regions.
• Maintains compliance with Title VI, Section 1557, National CLAS Standards, and accreditation requirements by maintaining policies, supporting audits, and addressing regulatory expectations.
• Leads corrective action planning and remediation efforts in response to compliance gaps, grievances, audit findings, and patient concerns related to language access.
• Collaborates with Patient Experience, Clinical Leadership, Health Equity & Human Impact, Quality, Risk, Safety, and Compliance teams to improve communication equity and patient outcomes.
• Addresses escalations and resolves concerns related to language barriers or interpreter services to support patient safety and satisfaction.
• Develops and delivers training programs and onboarding for staff on accessing and utilizing interpreter services and applying competency best practices.
• Tracks and analyzes key performance indicators, produces reports, and presents language access metrics, compliance trends, and strategic recommendations to leadership and governance committees to support continuous improvement, decision-making, and cost management.
• Serves as a liaison between facilities, interpretation vendors, and internal stakeholders, including IT, Clinical Operations, Patient Access, and Informatics teams.
• Coordinates translation of patient-facing materials and maintains a repository of approved documents to ensure quality, cultural appropriateness, and accessibility.
• Other duties as needed and assigned by leadership.

Qualifications

• Minimum of 3 years of experience in language services, patient experience, or a related field.
• Completion of the Iowa Department of Health and Human Services (HHS) Mandatory Reporter training for Child and Dependent Adult Abuse within three (3) months of hire.
• Experience working with video remote interpreting (VRI), telephonic interpretation platforms, and electronic health record (EHR) systems such as Epic, preferred.
• Experience coordinating interpreter services or working with Limited English Proficiency (LEP) populations, preferred.
• Must be comfortable operating in a collaborative, shared leadership environment.
• Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health and MercyOne.