The Language Access Education Manager is responsible for leading system-wide education, training, and performance monitoring initiatives that support language access compliance and effective communication with Limited English Proficient (LEP), Deaf or Hard of Hearing, Blind, and low-vision patients.

This role develops and delivers educational programs for staff, providers, and interpreters; ensures consistent interpreter workflows and regulatory compliance across all facilities; and supports the effective use of language access technology and resources. The Education Manager collaborates with clinical teams, operational leaders, IT partners, and vendors to ensure staff are trained on language access policies, interpreter protocols, and regulatory requirements.

RESPONSIBILITIES

Education Program Planning and Performance Monitoring

• Develop and deliver system-wide educational programs for staff and providers on language access laws, interpreter use, and communication strategies with LEP and Deaf/Hard of Hearing patients.

• Manage system-wide in-service sessions and training events to increase awareness and ensure regulatory compliance.

• Oversee bilingual staff assessment logistics and language proficiency screening coordination in alignment with system procedures.

• Develop strategic goals and operational plans for language access education programs aligned with organizational priorities.

• Monitor key performance metrics including:

  • Language service requests

  • Service fulfillment rates

  • Patient satisfaction indicators

  • Vendor utilization

• Identify improvement opportunities based on program data and performance trends.

• Support onboarding of new facilities and departments, ensuring consistent interpreter workflows across all Emory locations.

Training and Staff Education

• Educate staff, providers, and new hires on:

  • Interpreter workflows

  • Language access regulations

  • Proper use of EMITS technology and language access resources.

• Facilitate continuing education and competency validation for interpreters.

• Organize training sessions and departmental in-services to review policies, communicate updates, and gather feedback.

• Ensure staff and providers receive training on compliance requirements, interpreter protocols, and organizational policies.

• Monitor interpreter compliance with annual learning and certification requirements.

• Develop educational materials and training resources for staff and providers.

• Develop emergency communication protocols and support system-wide drills and mass casualty preparedness initiatives.

Compliance and Quality Assurance

• Manage and track EMITS equipment and resources to ensure inventory control, availability, and operational continuity.

• Oversee deployment, maintenance, and troubleshooting of interpretation equipment including:

  • Phones

  • Tablets/iPads

  • Video Remote Interpreting (VRI) devices

  • Equipment stands

• Collaborate with IT teams and vendor partners to support implementation of new technologies and system enhancements.

• Respond to service-related concerns and escalate complex or unresolved issues to leadership when appropriate.

Patient-Centered Representation and Professional Development

• Promote a culture of patient-centered communication and equitable language access for:

  • Limited English Proficiency patients

  • Blind and low vision patients

  • Deaf and Hard of Hearing patients

• Partner with Marketing and Patient Experience teams to improve patient education and communication access.

• Maintain knowledge of national best practices, compliance requirements, and trends in language access services.

Administrative and Program Development

• Maintain effective working relationships with contractors, vendors, and internal stakeholders to identify and resolve service gaps.

• Develop and maintain EMITS policies, standard operating procedures (SOPs), and training materials.

• Manage program development initiatives and organizational change efforts to improve operational efficiency and service quality.

• Participate in recruitment, interviewing, and selection processes, and manage productivity and performance evaluations in partnership with Human Resources.

Additional duties may be assigned by leadership.

Work Environment

Work Type:
Onsite employee

Travel:
Travel between Emory Healthcare operating units and affiliated locations may be required.

MINIMUM QUALIFICATIONS

Education

Bachelor’s degree in one of the following or a related field:

• Business Administration

• Healthcare Administration

• Interpreting Studies

• Public Health

Relevant experience may be considered in lieu of formal education.

Experience

Minimum five (5) years of relevant experience in healthcare, language access services, or social services.

Certification and Language Requirements

• Fluency in English and at least one additional language required.

• Completion of a qualified medical interpreter training program (e.g., Bridging the Gap).

Knowledge, Skills, and Abilities (Required)

• Strong knowledge of Title VI, Section 1557, ADA, CLAS Standards, 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 language access operations, staff performance, and vendor partnerships in a complex healthcare environment.

• Proficiency with systems and tools including:

  • UKG/Kronos scheduling platforms

  • Epic electronic medical record system

  • Microsoft Office Suite

  • Reporting and analytics tools.

Preferred Qualifications

Education

Master’s degree in:

• Business Administration

• Healthcare Administration

• Interpreting Studies

• Public Health

• Or a related field

Experience

• Three (3) years of experience in a supervisory or management role preferred.

• Prior experience within a large, multi-site healthcare system preferred.

• Demonstrated experience in staff leadership, program development, project management, and language access operations preferred.

Certification

National certification through:

• CCHI (Certification Commission for Healthcare Interpreters), or

• NBCMI (National Board of Certification for Medical Interpreters)

Preferred within one (1) year of hire.

PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.