Regional Coordinator Language Services

Job description

Employment Type: Full time Shift: Day Shift Description: At MercyOne, health care is more than just a doctor’s visit or a place to go when you’re in need of medical attention. Our Mission is based on improving the health of our communities – that means not only when you are sick but keeping you well. MercyOne Central Iowa sets the standard for personalized and radically convenient care in the Des Moines metro area and surrounding counties. MercyOne Des Moines Medical Center, founded by the Sisters of Mercy in 1893, is the longest continually operating hospital in Des Moines and Iowa’s largest medical center, with 802 beds available. The hospital is one of the Midwest’s largest referral centers. With more than 7,000 colleagues and a medical staff of almost 1,500 physicians and allied health professionals, MercyOne Central Iowa is one of Iowa’s largest employers. Want to learn more about MercyOne Des Moines? Click here: Find a Location Des Moines, Iowa (IA), MercyOne Des Moines Join the MercyOne Family! We are looking to hire a Regional Coordinator Language Services. As a Regional Coordinator of Language Services, you will be responsible for coordinating, implementing, and continuously improving language access services across MercyOne facilities to ensure equitable communication for patients with Limited English Proficiency (LEP), Deaf/Hard of Hearing individuals, and those requiring culturally responsive care. The role partners with clinical, operational, and patient experience leaders to support regulatory compliance, improve patient outcomes, and enhance patient satisfaction through high-quality interpretation and translation services Schedule: Full-Time 1.0 FTE (40 hours per week) Monday through Friday General Requirements: Knows, understands, incorporates, and demonstrates the Trinity Health and MercyOne Mission, Vision, and Values in behaviors, practices, and decisions. Oversees the delivery of regional language services, including in-person, video remote (VRI), and telephonic interpretation, to ensure timely, equitable, and cost-effective access for patients. Coordinates interpreter scheduling and manages vendor relationships to maintain consistent service coverage and operational efficiency across facilities. Develops, maintains, and optimizes standardized workflows, including automation and process improvements, to ensure consistent, compliant, and efficient language service delivery while enhancing access and patient experience across regions. Ensures compliance with Title VI, Section 1557, National CLAS Standards, and accreditation requirements by maintaining policies, supporting audits, and addressing regulatory expectations. Leads corrective action planning and remediation efforts in response to compliance gaps, grievances, audit findings, and patient concerns related to language access. Collaborates with Patient Experience, Clinical Leadership, Health Equity & Human Impact, Quality, Risk, Safety, and Compliance teams to improve communication equity and patient outcomes. Addresses escalations and resolves concerns related to language barriers or interpreter services to support patient safety and satisfaction. Develops and delivers training programs and onboarding for staff on accessing and utilizing interpreter services and applying competency best practices. Tracks and analyzes key performance indicators, produces reports, and presents language access metrics, compliance trends, and strategic recommendations to leadership and governance committees to support continuous improvement, decision-making, and cost management. Serves as a liaison between facilities, interpretation vendors, and internal stakeholders, including IT, Clinical Operations, Patient Access, and Informatics teams. Partners with operational and technology teams to integrate language services into workflows and ensure accurate documentation within the electronic health record. Coordinates translation of patient-facing materials and maintains a repository of approved documents to ensure quality, cultural appropriateness, and accessibility. Other duties as needed and assigned by leadership. Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Organizational Integrity Program, Standards of Conduct, as well as other Trinity Health/MercyOne policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior. Education: 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. Qualifications: Minimum of 3 years of experience in language services, patient experience, or a related field. Completion of the Iowa Department of Health and Human Services (HHS) Mandatory Reporter training for Child and Dependent Adult Abuse within three (3) 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 be comfortable operating in a collaborative, shared leadership environment. Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health and MercyOne. Colleagues of MercyOne Health System enjoy c ompetitive compensation with a full benefits package and opportunity for growth throughout the system! Visit MercyOne Careers to learn more about the benefits, culture, and career development opportunities available to you at MercyOne Health System circle of care. Our Commitment Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.