Manager, Language Access Services

Title: Manager, Language Access Services

Division;The Emory Clinic

 Campus Location;Atlanta, GA, 30322

 Campus Location;US-GA-Atlanta

 Department;TEC Emory International

 Job Type;Regular Full-Time

 Job Number;160943

 Job Category;Clerical & Administrative

 Schedule;8a-5p

 Standard Hours;40 Hours

 Hourly Minimum;USD $41.28/Hr.

 Hourly Midpoint;USD $50.30/Hr.

Job Description:

Overview

Be inspired. Be rewarded. Belong. At Emory Healthcare.

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs
• And more

Work Location: Atlanta, GA

Description

• 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: Bachelor's 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 associate's 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 - Master's 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 3,450 physicians concentrating in 70 different subspecialties.

Additional Details

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.