Mgr Medical Interpretation (CCHI or RID national certification REQUIRED)
- Marietta, GA
- Permanent
- Full-time
Ability to exercise professional judgement and assume responsibility for decisions which have an impact on people and quality of services. Responsible for running innovative, agile and effective internal programs, projects and reporting mechanisms for interpreter operations. The Language Access Services department is a fast-paced, continuously evolving environment demanding expertise, diplomacy, and excellent customer service skills.
The Manager of Interpreting Services is an active member of the interpreting team and may provide interpreter services when needed.Core Responsibilities and Essential Functions:Coordinate and Supervise Interpretation Services including:
- Coordinate interpretation services for non-English speaking patients/families/visitors, as requested by providers throughout the system or for employees, as requested by system leaders.
- Manage day-to-day operations of interpretation services to ensure adequate coverage for a 24/7 environment.
- Plan and supervise changes and manage the daily operations of the call center, acute care and ambulatory interpreting services.
- Ensure interpreters understand and comply with all department objectives, performance standards, and policies.
- Work with leadership to evaluate and meet performance goals and targets for efficiency, cost and quality.
- Maintain detailed data regarding appointment cancellations, fulfillment, and/or completion in order to provide exceptional quality of services.
- Address shortfalls pertaining to language access services and identifies process improvement opportunities to align with Joint Commission, State Compliance and CLAS Standards.
- Prepare standard and ad hoc reports as needed for workload statistics, and other related requirements.
- Comply with established departmental and hospital policies, procedures, and objectives.
- Demonstrate use of quality improvement in daily operations.
- Assist with other duties as assigned and additional duties as required.
- Provide daily direction and communication to interpreters to ensure interpreting encounters a in a timely, efficient, and knowledgeable manner.
- Orients new employees to departmental procedures.
- Provide continual evaluation of processes and procedures to ensure best use of
- Partner with team leaders and other hospital personnel to provide pertinent information on culture or language, on behalf of non-English speaking, limited English speaking patients/families/visitors.
- Work with department staff to resolve day to day issues and reports concerns to System Director when appropriate.
- Identifies areas for growth for department and system policy development.
- Develop virtual call center by following industry standards for maintaining HIPAA compliance and PHI regulations.
- Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional organizations.
- Track trends within department such as patient flow and monitoring wait time for interpreters. Analyze data and make recommendations for quality and process improvement.
- Build a culture of trust and engagement as reflected in the Great Place to Work Trust Index Survey at a direct report, workgroup, and hospital/entity level
- Perform all duties and responsibilities of this position in a manner that reflects the values of Wellstar
- Respect diverse views and approaches, and contribute in maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
- Resolve all customer and patient related interpreter issues and refer to Director if needed.
Complies with all Wellstar Health System policies, standards of work, and code of conduct.Required Minimum Education:
- Bachelors Linguistics or Bachelors Health Education or Bachelors American Sign Language or Bachelors Other
- CCHI or RID National Certification
ATA - American Translators Assoc Upon Hire PreferredRequired Minimum Experience:Minimum 5 years interpreting services within a social service agency Required or
health care setting Required and
Prior supervisory and management knowledge Required and
skills required Required and
Multilingual capability required Required and
Familiarity with cultures Required and
customs of populations serviced by Wellstar Required and
Project management Preferred and
leadership experience preferred Preferred and
Experience in a large, complex healthcare system preferred PreferredRequired Minimum Skills:Superior fluency in both verbal and written communication of English and any international language (e.g. Spanish, Korean, French, Mandarin, etc) or American Signed Language
Demonstrated excellent verbal and written communication skills
Knowledge and familiarity with Culturally & Linguistically Appropriate Services (CLAS) Standards, issued by Dept. of Health & Human Services
Knowledge and familiarity with the National Code of Ethics for Interpreter in Health Care
Knowledge and familiarity with models and Standards of Practice for Interpreters developed by the National Council on Interpreting in Health Care (NCIHC)
Knowledge and familiarity with different interpreting techniques
Excellent project management skills including practical usage of project management software applications
Strong communication and customer relation skills
Must have the ability to influence others to work collaboratively to achieve results
Excellent interpersonal skills and the ability to work effectively within a diverse teamJoin us and discover the support to do more meaningful workâand enjoy a more rewarding life. Connect with the most integrated health system in Georgia, and start a future that gives you more.