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 partners with clinical, operational, and patient experience leaders to support regulatory compliance, improve patient outcomes, and enhance 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.
• Led 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.