Regional Coordinator Language Services

Trinity Health•Des Moines, IA

6d•Hybrid

About The Position

At MercyOne, health care is more than just a doctor’s visit or a place to go when you’re in need of medical attention. Our Mission is based on improving the health of our communities – that means not only when you are sick but keeping you well. Join the MercyOne Family! We are looking to hire a Regional Coordinator Language Services. As a Regional Coordinator of Language Services, you will be responsible for coordinating, implementing, and continuously improving language access services across MercyOne facilities to ensure equitable communication for patients with Limited English Proficiency (LEP), Deaf/Hard of Hearing individuals, and those requiring culturally responsive care. The role 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. This position requires candidates to reside within Iowa and within reasonable proximity to MercyOne's geographic service area. Regular travel to MercyOne hospitals, clinics, and other locations throughout the MercyOne footprint is an essential function of the role.

Requirements

Bachelor’s degree in Healthcare Administration, Public Health, Communications, Linguistics, or a related field required.
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.
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.

Nice To Haves

Certification in healthcare interpreting or language access (e.g., CCHI, NBCMI), preferred.
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.

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.
Coordinates 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.
Ensures 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.
Partners with operational and technology teams to integrate language services into workflows and ensure accurate documentation within the electronic health record.
Coordinates translation of patient-facing materials and maintains a repository of approved documents to ensure quality, cultural appropriateness, and accessibility.
Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Organizational Integrity Program, Standards of Conduct, as well as other Trinity Health/MercyOne policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.