Manager, Language Access Services

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Work Location: Atlanta GA

• 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
• Compliance & Quality Assurance
  • 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
• Cross-Departmental Collaboration & Education
  • 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
• Program Planning & Performance Monitoring
  • 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
• Resource & Vendor Oversight
  • 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
• Professional Development & Representation
  • 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
• Patient-Centered Equity & Outreach
  • 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
• Travel: Less than 10% of the time may be required
• Work Type: Hybrid employee - splits time between working remotely and working in the office

Minimum Required Qualifications:

• Education: Bachelors degree from an accredited institution in e.g. Business Administration Healthcare Administration Interpreting Studies Public Health or related field
• Experience: 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 associates 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 skills and abilities (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
• Other duties are assigned by supervision

Preferred Qualifications:

• Education - Masters Degree in Business Administration Healthcare Administration Interpreting Studies Public Health or related field
• Experience - 9 years minimum experience with at least 5 years in a management position
• Prior experience in a large multi-site healthcare system
• Certification - National certification through CCHI or NBCMI
  
  

JOIN OUR TEAM TODAY! Emory Healthcare (EHC) part of Emory University (EUV) is the most comprehensive academic health system in Georgia and the first and only in Georgia with a Magnet designated ambulatory practice. We are made up of 11 hospitals-4 Magnet designated the Emory Clinic and more than 425 provider locations. The Emory Healthcare Network established in 2011 is the largest clinically integrated network in Georgia with more than 3450 physicians concentrating in 70 different subspecialties.

Emory is an equal opportunity employer and qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcares Human Resources at . Please note that one weeks advance notice is preferred.