Manager Senior Language Access Services

Overview

The Senior Manager of Language Access Services (LAS) oversees the provision of interpretation and translation services for patients and families with Limited English Proficiency (LEP), including those who are deaf or hard of hearing. This role ensures compliance with federal regulations such as the OCR 1964 ruling, ADA, Section 1557 of the Affordable Care Act, and The Joint Commission standards. Responsible for departmental leadership, quality assurance, program evaluation and policy development. Provides oversight of vendor management and compliance with SLHS standards, laws and regulations. Provides overall support of SLHS business objectives and initiatives, as it pertains to improving patient access to services.  

What you can expect: 

• Regular Hours: Monday through Friday, 8:00 AM to 5:00 PM, on-site presence required. 

• On-Call Rotation: Participation in a weekend on-call rotation shared with other leadership team members. This coverage includes being available to support urgent interpretation service requests across the organization, ensuring timely language access for patients and staff during non-business hours. 

• Collaborative Leadership: The Senior Manager will work alongside two other managers to form a cohesive and collaborative leadership team, supporting strategic and operational goals. 

• Regional Travel: Occasional travel to various St. Luke’s clinics and sites across different regions is expected to support staff, assess service delivery, and maintain strong relationships with local teams. 

Duties Responsibilities: 

• Responsible for managing vendor contracts for language services, including interpretation and translation providers. Ensuring accurate billing and timely resolution of invoice discrepancies through review, approval, and submission of vendor invoices. Performs audits on interpreted encounters and translated materials to ensure quality, accuracy and compliance with standards across vendors.  

• Ensures the availability of interpretation and translation services, for all SLHS entities, 24 hours a day, including after hours, and during holidays and weekends. Work with the SLHS staff, as needed, to resolve any conflict or emergency situations.  

• Supervises the department managers by supporting their professional growth, assists with problem solving and solution-based guidance. Provides feedback to promote a culture of accountability and high performance.  

• Provides oversight to administrative staff who are responsible for scheduling and coordination of interpreters and translators assigned to multiple clinical settings within a geographic area. Ensuring overall prioritization and effectiveness of interpretation and translation service requests.  

• Tracks interpreter and translator utilization through units of service and maintaining productivity levels to comply with the needs of the organization.  

• Interfaces directly with senior leadership and executives to drive access-related programs and policies for the system. Build and maintain sustainable working relationships for system-wide Language Access Services business operations.  -Maintains compliance with the language access regulations and Joint Commission's standards. Maintains knowledge and awareness of applicable standards, rules, regulations, and laws at SLHS, the community, state and federal level, regarding translation and interpretation services.  

• Develops and implements performance management systems that support production, teamwork, and customer service goals and principles. Promotes development of staff's ability to achieve organizational goals. Responsible for developing standards and systems to improve staff skills. Facilitates ongoing training for all departmental staff.  

• Fosters staff participation in continuous improvement processes. Identifies, develops, and implements improvements to workflow processes, organizational structure, program guidelines, information systems, and customer feedback systems to achieve production, efficiency, customer service and fiscal management goals.  

• Educates SLHS staff on effective use of health care interpreters, translation services, and access to services.  -Provides subject matter expertise and strategic recommendations to senior leadership on high-impact decisions, where errors could significantly affect the organization's revenue, costs, quality, compliance, or reputation.  

• Identifies key barriers/core problems, requiring the application of problem-solving skills to deal creatively with complex situations.  -Responsible for Departmental Budget. Develops, monitors, and ensures compliance with operating budgets, resource allocation, and productivity initiatives.  

• Performs other duties and responsibilities as assigned. 

Minimum Qualifications: 

• Education: Bachelors degree or experience in lieu of degree 

• Experience: 6 years relevant experience 

• Licenses/Certifications: None