Regional Coordinator, Language Services

• • Coordinate, implement, and continuously improve language access services across Mercy One facilities
• • Oversee in-person, video remote, and telephonic interpretation services
• • Coordinate interpreter scheduling and manage vendor relationships
• • Develop and optimize standardized workflows, automation, and process improvements
• • Ensure compliance with Title VI, Section 1557, National CLAS Standards, and accreditation requirements
• • Lead corrective action planning and remediation for compliance gaps, grievances, audit findings, and patient concerns
• • Collaborate with Patient Experience, Clinical Leadership, Health Equity & Human Impact, Quality, Risk, Safety, and Compliance teams
• • Address escalations and resolve concerns related to language barriers or interpreter services
• • Develop and deliver staff training and onboarding
• • Track and analyze KPIs, produce reports, and present language access metrics and recommendations to leadership and governance committees
• • Serve as liaison between facilities, interpretation vendors, and internal stakeholders
• • Integrate language services into workflows and ensure accurate EHR documentation
• • Coordinate translation of patient-facing materials and maintain an approved document repository
• • Perform other duties as assigned
• • Maintain knowledge of applicable laws, regulations, and Mercy One policies and procedures

• Bachelor’s degree in Healthcare Administration, Public Health, Communications, Linguistics, or a related field required
• Certification in healthcare interpreting or language access (e.g., CCHI, NBCMI), preferred
• Minimum of 3 years of experience in language services, patient experience, or a related field
• Completion of Iowa Department of Health and Human Services (HHS) Mandatory Reporter training for Child and Dependent Adult Abuse within three months of hire
• Experience working with video remote interpreting (VRI), telephonic interpretation platforms, and electronic health record (EHR) systems such as Epic, preferred
• Experience coordinating interpreter services or working with Limited English Proficiency (LEP) populations, preferred
• Must reside within Iowa and within reasonable proximity to Mercy One's geographic service area
• Must be comfortable operating in a collaborative, shared leadership environment
• Must possess honesty, integrity, caring, and the ability to inspire and motivate others

Demonstrates expertise in coordinating language access services, ensuring compliance with relevant regulations, and optimizing workflows for effective communication in healthcare settings. Proficient in managing interpreter services and fostering collaboration among diverse teams to enhance patient experience.

• Language Access Services Coordination
• Compliance with Title VI and Section 1557
• Video Remote Interpreting (VRI) Experience
• Healthcare Interpreting Certification
• Electronic Health Record (EHR) Systems Proficiency

• Interpreter Scheduling
• Process Improvement
• KPI Tracking and Analysis
• Workflow Optimization
• Patient Experience Management

• Collaboration
• Problem Solving
• Communication
• Leadership
• Motivational Skills

• Healthcare Interpreting Certification (CCHI, NBCMI)
• Iowa HHS Mandatory Reporter Training

• Limited English Proficiency (LEP)
• National CLAS Standards
• Accreditation Requirements
• Patient Concerns Management
• Grievance Resolution

• Telephonic Interpretation Platforms
• Epic EHR System
• Document Repository Management