Language Access Program Manager - Bilingual

Candidates hired for remote positions must reside in Oregon, Washington, Utah, Idaho, Arizona, Nevada, Texas, Montana, or Wisconsin.

CareOregon is invested in creating equitable access for all members and recognizes the role of language services for members who communicate in languages other than English. This position leads the Language Access Program and collaborative efforts across the organization to build, strengthen and execute on the Language Access Plan. This position builds relationships with stakeholders and partners (internal and external) and provides best-in-class language services. Additionally, this position supervises the Language Access team and is responsible for leading operations to support and promote interpreter and translation services, a critical service for quality health outcomes and member engagement. This position is instrumental in assisting CCOs and CareOregon functional areas to help ensure quality of service, operational efficiencies, program compliance, policy administration, and consistent communication between CCOs, CareOregon, delegated entities, community partners and providers.

Language Access Program Leadership

• Lead cross-organizational performance of Language Access Plan including facilitation of workgroups and steering committees.
• Lead governance performance oversight; recommend plans that ensure compliance with all language-access related regulations.
• Oversee vendor contracts and value-based contracts and incentives to improve language access and services for members and providers.
• Collaborate with Quality Improvement and Business Intelligence to create tools and dashboards to monitor the quality and performance of the language service vendors.
• Monitor measures/metrics to improve program effectiveness and efficiency of work processes.
• Support regional teams in fulfilling metric goals and objectives with well-defined work plans.
• Lead internal collaboration and information sharing regarding the language services program; help align language access program, materials and services with health equity plans and technology roadmaps.
• Administer quality control and process improvement projects related to vendor and contractor procurement, data collection, education, communications, member engagement and experience.
• Provide ongoing communication with internal and external clients about the status of project requests; ensure the on-time coordination of deliverables, including contractual and compliance.
• Help ensure the organization meets language services training requirements for internal and external stakeholders; develop and maintain training materials, job aids and procedures.
• Assist in developing programmatic guidelines, and ensure these guidelines are followed.
• In coordination with Quality Improvement, complete the submission of interpreter services reports required by the state of Oregon, including quarterly interpreter utilization and annual risk assessment data.

Translation Services Leadership

• Oversee translation services to ensure that translated and alternative format materials are available to all members.
• Lead the recommendation and implementation of translation policy and procedures that are compliant with Oregon state regulations.
• Monitor internal trends and address changing language needs.
• Track translation services budget and costs with reporting tools.
• Monitor translation product quality and ensure compliance standards are maintained.
• Provide suggestions to optimize translation service workflows in support of the customer experience, language access and compliance needs.
• Lead cross-functional and cross-regional workgroups to support deliverables of the strategic plans.
• Manage the translation technology vendor relationship.

Interpreter Services Leadership

• Oversee remote and onsite interpreter services to ensure that spoken and sign language interpreting is available to all members.
• In coordination with Quality Improvement, complete the submission of interpreter services reports required by the state of Oregon including quarterly interpreter utilization and annual risk assessment data.
• Lead improvement projects for data collection and reporting of interpreter services data.
• Lead the recommendation and implementation of interpreter services policies and procedures that are compliant with Medicaid and Medicare regulations, as well as Oregon state legislation.
• Track interpreter services budget and costs.
• Lead cross-functional and cross-regional workgroups to support deliverables of the strategic.
• Lead the CareOregon Interpreter Collaborative, a team of vendors and stakeholders that meet regularly to discuss service needs and transformational solutions.
• Support interpreter vendors with contractual and aspirational requirements.
• Monitor satisfaction of members, providers and interpreters and use satisfaction data for process improvement.

Relationship Management

• Establishes and maintains effective communications and working relationships with CareOregon CCO leaders and lines of business leaders.
• Maintain and enhance relationships with community partners and vendor partners in support of program improvements, member outreach and engagement.
• Working with key partners, supports and ensures success of member and provider engagement initiatives such as health risk assessments, incentive programs, and quality surveys.
• Represents the organization in external meetings and functions as required, providing leadership presence, subject matter expertise and effectiveness.

Employee Supervision

• Supervise team and recommend team direction and goals in alignment with the organizational mission, vision, and values.
• Identify work and staffing needs to meet work expectations; recruit and hire, using an equity, diversity, and inclusion lens.
• Plan, organize, schedule, and monitor work; ensure employees have information and resources to meet job expectations.
• Lead the development, communication, and oversight of team and individual goals; ensure goals, expectations, and standards are clearly understood by staff.
• Train, supervise, motivate, and coach employees; provide support toward employee development.
• Incorporate guidance from CareOregon equity tools into people leadership, planning, operations, evaluation, and decision making.
• Ensure team adheres to department and organizational standards, policies, and procedures.
• Evaluate employee performance and provide regular feedback to support success; recognize strong performance and address performance gaps and accountability (corrective action).
• Perform supervisory tasks in collaboration with Human Resources as needed.

• Perform work in alignment with the organization's mission, vision and values.
• Support the organization's commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals.
• Strive to meet annual business goals in support the organization's strategic goals.
• Adhere to the organization's policies, procedures and other relevant compliance needs.
• Perform other duties as needed.

Experience and/or Education

Required

• Minimum 5 years' related experience, including program coordination or leadership, vendor relations, healthcare integration, facilitation, and/or managed care experience
• Fluency through language testing in a second language relevant to the population served

Preferred

• Minimum 1 year experience in a supervisory or lead position or completion of CareOregon's Aspiring Leaders Program; lead roles preferably include regular assistance to a manager or supervisor in staff hiring, coaching, performance evaluation, and other supervisory tasks
• Experience as an interpreter or translator
• OHA-certified/qualified interpreter or ATA-certified translator
• Experience in training/education or creation of training materials and process documentation
• Experience working with a corporate or agency creative team
• Project coordination experience, especially related to translation services

Knowledge

• Knowledge of basic managed care concepts, the Oregon Health Plan (OHP) and Medicare
• Knowledge of program and project management tools and recordkeeping skills
• Familiarity with current best practices for health literacy, member engagement, translation, and interpreting services
• Understanding of Oregon interpreting credentialing requirements helpful
• Familiarity with translation technology and best practices helpful

Skills and Abilities

• Excellent spoken and written communication skills
• Ability to speak English, as well as a second language relevant to the population served
• Ability to speak clearly using plain language with proper grammar and spelling
• Ability to effectively assist with all forms of correspondence
• Ability to work effectively both independently and within a team
• Ability to use discretion, good judgment and know when to ask for assistance or direction
• Ability to effectively interact with internal and external individuals at all levels
• Ability to work effectively with diverse individuals and groups
• Ability to share information and lessons learned with manager
• Ability to effectively support and collaborate with others to achieve business objectives
• Ability to handle multiple priorities, processes and demands in a dynamic work environment
• Ability to work under pressure with frequent interruptions
• Excellent organizational skills
• High degree of initiative and motivation
• Ability to actively support the mission, values, and goals of CareOregon and its member groups

• Ability to work effectively with diverse individuals and groups

• Ability to learn, focus, understand, and evaluate information and determine appropriate actions
• Ability to accept direction and feedback, as well as tolerate and manage stress
• Ability to see, read and hear for at least 6 hours/day
• Ability to speak clearly and perform repetitive finger and wrist movement for at least 3-6 hours/day

Working Conditions

Indoor/Office Community Facilities/Security Outdoor Exposure

Member/Patient Facing: No Telephonic In Person

Hazards: May include, but not limited to, physical and ergonomic hazards

Equipment: General office equipment

Travel: This position may include occasional required or optional travel outside of the workplace; the employee's personal vehicle, local transit or other means of transportation may be used.

#Li-Remote

Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment

Veterans are strongly encouraged to apply.

Equal opportunity employer. This company considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.