Supervisor, Language Access Services

Ecu Health • Greenville, NC

101d

About The Position

ECU Health Medical Center, one of four academic medical centers in North Carolina, is the 974-bed flagship hospital for ECU Health and serves as the primary teaching hospital for The Brody School of Medicine at East Carolina University. ECU Health Medical Center has achieved Magnet® designation twice and provides acute and intermediate care, rehabilitation and outpatient health services to a 29-county region that is home to more than 1.4 million people. Under the direction of the Manager, Language Access Services, the Supervisor provides day-to-day leadership and coordination for the interpreter team, including Healthcare Interpreter I, II, and III positions. The Supervisor is responsible for operational oversight of virtual interpreting services, the remote call center platform, and Language Access Services across assigned hospitals and clinics. This position provides coaching, performance feedback, and technical guidance to ensure interpreter services are delivered with excellence, equity, and efficiency. The role supports onboarding, scheduling, service recovery, and ensures service continuity across virtual and in-person settings.

Requirements

• A Bachelor's degree is required.
• Bachelor's degree in healthcare, languages, or human services preferred.
• An Associate degree, plus 4 years of progressive experience can be substituted for a Bachelor's degree.
• 6(+) years of healthcare interpreting experience is required.
• Completion of a 40-hour medical interpreter training program (e.g., Bridging the Gap, ALTA).
• National certification as a medical interpreter (CMI or CHI).
• 1 to 2 years of experience mentoring or supporting other interpreters is preferred.
• Demonstrated language proficiency in both English and the target language, equivalent to ILR Level 3+ or higher.
• Proficient in video remote interpreting platforms and telehealth technology.
• Some travel is required.

Nice To Haves

• Bachelor's degree or higher.
• Prior supervisory or lead experience in a healthcare, contact center, or language access setting.
• Familiarity with EMR systems, scheduling platforms, and interpreter dispatching software.
• Experience in diverse healthcare environments, including inpatient, outpatient, and rural community hospitals.
• Knowledge of Joint Commission standards, ADA, Title VI, and CMS language access expectations.

Responsibilities

• Supervise day-to-day activities of Interpreters I-III, including assigning work, coordinating coverage, and providing coaching and mentoring.
• Oversee scheduling, timekeeping, attendance tracking, and shift assignments for interpreters across virtual and on-site locations.
• Support precepting and onboarding of new interpreters; ensure staff compliance with training, competencies, and annual education.
• Provide performance feedback and document coaching conversations and commendations; assist with staff evaluations.
• Lead the operations of the Language Access Services virtual call center, ensuring quality service delivery and timely response to interpreter requests.
• Support troubleshooting of video and audio interpreting platforms, coordinate escalations, and maintain contact with vendor support teams as needed.
• Serve as the point of contact for interpreter services across community hospitals and clinics, addressing access barriers and promoting consistency.
• Promote a culture of high reliability, safety, and empathy through role modeling, daily rounding, and debriefing with interpreters and stakeholders.
• Monitor documentation, timeliness, and use of the EMR and interpreter request systems to ensure compliance with regulatory requirements.
• Lead and support safety huddles, debriefs, and communication about interpreter-related safety and experience issues.
• Participate in service recovery efforts and escalate concerns as appropriate.
• Maintain interpreter resource rosters, supply levels, and technology assignments (e.g., pagers, tablets, workstations).
• Collect and report basic metrics related to interpreter utilization, call center performance, and community hospital coverage.
• Support departmental initiatives including student experience programs, translation project tracking, and bilingual staff validations.

Benefits

• Great Benefits!!!

What This Job Offers

• Job Type: Full-time
• Industry: Hospitals
• Education Level: Bachelor's degree