Manager - Interpretation Services

Job Title: Manager, Interpretive Services

Department: Interpretation Services

Reports To: Senior Director, Hospital Operations
FLSA Status: Exempt
Location: LHDCMC & LHAAMC Campuses

Job Summary:

The Manager of Interpretive Services provides strategic and operational leadership for the delivery of interpretation and translation services across all healthcare system locations. This role ensures equitable and effective communication for patients with limited English proficiency (LEP) and supports compliance with regulatory requirements. The Manager oversees internal and contracted interpreter teams, manages vendor relationships and budgets, and drives the implementation of interpretation technologies. Serving as a key partner to clinical and administrative leaders, this role advances language access and contributes to the health system’s diversity, equity, and inclusion goals.

Key Responsibilities:

Strategic & Operational Leadership

• Develop and implement a system-wide strategy for language access aligned with organizational priorities.
• Collaborate with DEI, Compliance, Patient Experience, and clinical leaders to support inclusive communication initiatives.
• Provide on-site and virtual leadership for interpretive staff at multiple campuses.

Staff Supervision & Development

• Recruit, train, supervise, and evaluate in-house interpreters and support staff.
• Conduct regular performance reviews and professional development planning.
• Ensure appropriate staffing and on-call coverage to meet patient demand.

Budget & Vendor Management

• Oversee departmental budget, including forecasting, invoice management, and cost control.
• Manage relationships and contracts with external interpretation vendors.
• Review service level agreements and monitor vendor performance.

Technology & Innovation

• Lead implementation and optimization of interpretation platforms (e.g., video remote interpreting, telephonic systems).
• Serve as system administrator or key liaison for interpretation software.
• Identify and recommend emerging technologies to improve service efficiency and quality.

Compliance & Quality Assurance

• Ensure services meet Joint Commission, ACA Section 1557, and other regulatory standards.
• Maintain interpreter certification, fluency assessments, and quality control protocols.
• Monitor metrics, patient feedback, and incident reports to identify and address service gaps.

Cross-functional Collaboration

• Act as a subject matter expert on language access and effective communication.
• Partner with clinical teams to improve communication workflows for LEP patients.
• Support development of translated materials and signage in collaboration with Communications.

Qualifications:

• Bachelor’s degree in Healthcare Administration, Public Health, Linguistics, or related field (Master’s preferred).
• 3–5 years of healthcare experience or language access services.
• Proficiency in interpretation service technologies and tools.
• Demonstrated knowledge of language access laws, cultural competency, and health equity practices.
• Certified Medical Interpreter (CMI) or similar credential preferred.

Working Conditions:

- This position may require occasional evening or weekend hours to accommodate the needs of the healthcare facility.

Physical Requirements:

- Ability to lift and move equipment such as phones and tablets as needed.