Manager, Language Access Services

Emory Healthcare•Atlanta, GA

10h•Hybrid

About The Position

The System Manager, Language Access Services is responsible for the day-to-day management, coordination, and quality assurance of interpretation and translation services across Emory Healthcare. This role oversees frontline staff and operations to ensure 24/7 language access compliance, service delivery excellence, and support for patients with Limited English Proficiency (LEP) or communication barriers. The Manager plays a critical leadership role in interpreter training, workflow optimization, regulatory compliance, and partnership with clinical and non-clinical teams across the system. The position reports to the System Director, Language Access Services and ensures that all language services align with organizational standards, federal laws, and patient experience priorities

Requirements

Bachelor's degree from an accredited institution in e.g., Business Administration, Healthcare Administration, Interpreting Studies, Public Health or related field
7+ years of relevant experience in healthcare or social services settings, with at least three (3) years in a direct supervisory or management role
An associate's degree and 9+ years of progressively responsible experience, including 5+ years in leadership in healthcare or language services, may be considered
Fluency in English and at least one additional spoken language
Demonstrated experience in team leadership
Completion of a qualified medical interpreter training program (e.g., Bridging the Gap) is required
Knowledge of CLAS Standards, Title VI, Section 1557, and Joint Commission language access requirements
Familiarity with the National Code of Ethics and interpreter standards of practice
Strong organizational, interpersonal, and customer service skills
Ability to manage service delivery operations and collaborate across multidisciplinary teams

Nice To Haves

Master's Degree in Business Administration, Healthcare Administration, Interpreting Studies, Public Health or related field
9 years minimum experience with at least 5 years in a management position
Prior experience in a large, multi-site healthcare system
National certification through CCHI or NBCMI

Responsibilities

Develops and enforces policies to ensure compliance with CLAS standards, Joint Commission, CMS, and Section 1557
Uses data and metrics to monitor interpreter wait times, service fulfillment, and vendor use
Leads quality audits, prepares reports for leadership, and proactively resolves issues that impact communication access for LEP and Deaf/Hard-of-Hearing patients
Partners with nursing, clinical, administrative, and IT teams to embed language access into clinical workflows
Educates staff on legal requirements, interpreter protocols, and appropriate service use
Coordinates onboarding for new facilities and trains departments on system policies, interpreter protocols, and patient rights
Tracks system-wide service metrics and trends to inform strategic planning and operations
Uses analytics and reporting to identify improvement opportunities, guide decisions, and support leadership goals
Leads cultural competency and interpreter development programs aligned with national standards
Manages departmental resources, technology tools, and vendor coordination to ensure service efficiency and alignment with system needs
Oversees scheduling systems, VRI/OPI platforms, and virtual call center operations
Tracks resource utilization and recommends process improvements and cost-saving opportunities
Represents the department on internal and external committees, and in professional forums
Maintains current knowledge of best practices in language access and interpretation through continuing education, networking, and training
Leads or participates in initiatives that support equity, cultural responsiveness, and access to care
Collaborates with Marketing, and Patient Experience teams to improve outreach and education for LEP populations.
Promotes a culture of inclusion, trust, and accountability across the system