At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.

Under the direction of the System Manager of Patient Experience, assumes program leadership role in the ongoing development of interpreter/translation services and accessibility program for the Central Maine Healthcare (CMHC) system. Manages the ongoing program for inpatient, outpatient, and family/caregivers/companions. Interprets Federal and ADA guidelines for providing services to patients and their companions in the organization’s population who require interpreter services and/or accessibility. Collaborates with and acts as liaison to the state and community agencies to ensure compliance with these federal guidelines. Works with appropriate departments within the organization to educate and train CMHC team members regarding the organization’s interpreter/translation services and accessibility program. Actively promotes these services to improve the community’s awareness and utilization. Supports the oversight of interpreters used within CMHC. Ensures provision of appropriate auxiliary aids and services. Serves as a staff, certified Language or American Sign Language (ASL) interpreter.

Essential Duties- Program Management:

Develops the plan and administers the Language Services and Accessibility program, coordinating with all inpatient units, outpatient departments and state and community agencies.
Serves as an institutional resource and advocate for those patients and/or companions who require language services and/or accessibility.
Manages ongoing evaluations of the program to ensure compliance with federal guidelines and identify any improvements needed.
Communicates policies and procedures including protocol for staff to follow when language services and/or access is needed by patients and/or companions.
In partnership with the System Manager of Patient Experience, maintains contracts with agencies for Language Services as well as a list of local interpreters that is current and available to employees/departments.
Evaluates and maintains systems to identify patients and/or companions that require Language Services, to ensure that available technology is used efficiently and effectively, and to inform patients and their companions of the services. Acts as the liaison with all departments.
Oversees the resources and programs on the organization’s portal & website; to include the written materials, presentations, brochures, and partnered resource links.
Collaborates with and maintains relationships with national, state and community agencies to ensure best practices in delivering Language Services and Accessibility to all CMHC patients and/or companions.
Communicates and collaborates, on a regular basis, with staff across the system to ensure language service needs are being met appropriately.
In collaboration with the System Manager of Patient Experience, reviews effectiveness of services provided and makes recommendations for revisions to enhance the Language Services and Accessibility program.
Ensures that system program goals are met in a timely and successful manner consistent with regulatory requirements, organizational goals, priorities, and department policy.
Performs a biannual comprehensive report overview and needs analysis of the service area population for Androscoggin County.
Develops and/or maintains policies, procedures, and effective resources such as protocols and internal web page maintenance.
Assists with fiscal responsibility of program budgeting.
Performs other duties as needed.
Serves as a staff, certified Language or American Sign Language (ASL) interpreter.

Auxiliary Aids Duties:

Responsible for the oversight of the program and process to ensure patients and companions requiring auxiliary aids receive them in a timely manner.
Responsible for the coordination of maintenance, repair, replacement, and distribution of auxiliary aids to ensure that adequate supplies are available as needed throughout CMHC.
Proficient with the operation of and proper use of all auxiliary aids.

Education Duties:

Plans, implements, and oversees the delivery of an effective, efficient, and integrated Language Services and Accessibility educational program. Education may include classroom led, virtual based, and informal learning sessions.
Provides training and education to CMHC staff and providers at orientation on an ongoing basis regarding the Language Services and Accessibility program.

Interpreting Duties:

Serves as a staff, certified Language or American Sign Language (ASL) interpreter.
Maintain certification by completing continuing education units as required by the accredited professional organization or government entity issuing the certification.
Manages the oversight of system programs to ensure patients and companions requiring interpreting services receive them in a timely and appropriate manner.
Ensures that all interpreters engaged in the provision of interpreting services within CMHC (both spoken language and sign language) are appropriately credentialed and qualified.
Coordinate and manage all interpreters used within CMHC including employed staff and contracted interpreters.
Provides resources through the provision of ASL interpreter services when available.
Interprets effectively, accurately, and impartially both receptively and expressively, using any necessary specialized vocabulary.
Maintain knowledge of the structure and content of both the source and target languages including meaning of lexical and phrasal items, rules of grammar, meaning and spelling of words, rules of composition, and articulation.
Maintain an in-depth understanding of the cultural norms and mores of both the source and target language cultures, and culturally mediate throughout the communication.

Required Education and Experience:

Five or more years of experience in language services program management
Experience as an interpreter or language program manager in healthcare.
Certification (within one year of employment) as Language Interpreter or Qualified American Sign Language (ASL) Interpreter

Required Knowledge and Skills:

Ability to work independently and take initiative.
Demonstrate program management and supervision skills.
Good judgment and problem-solving skills.
Excellent communication and collaboration skills.
Demonstrates ability to pull a team together and excellent facilitation skills.
Demonstrates knowledge of all populations from children to adults.
Strong critical thinking skills and an energetic, positive approach to problem solving.
Skilled in policy writing and report writing.

Ability to engage patients and team members utilizing the CMH Experience Standards

I am creating a warm, caring, and non-judgmental environment. I am actively listening and seeking information. I am honest, truthful, and consistent. I am respectful, treating all individuals with dignity and empathy. I am serving as a role model, taking both initiative and ownership when appropriate. I am working collaboratively and demonstrating teamwork. I am resilient and adapt to change in positive ways.

If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!

Central Maine Healthcare Corporation

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Language Services Program Manager