Language Services Client Relationship Manager
AMN Healthcare Inc.

Job Description

Welcome to AMN Healthcare: Where Your Career Becomes the Next Big Success Story!

Ever wondered what it takes to build one of the largest and most successful healthcare staffing and total talent solutions companies? It takes trailblazers, innovators, and amazing people like you. At AMN Healthcare, we don't just offer jobs; we pave the way for incredible careers.

Why AMN Healthcare? Because You Deserve the Best:

• Forbes Recognition: We don't just make lists; we make headlines. AMN Healthcare proudly claims a spot on Forbes' prestigious lists not once, but twice! We're among the "Best Large Employers for Women," a testament to our commitment to excellence.
  
• SIA Approval: Acknowledged by Staffing Industry Analysts (SIA) as one of the "Rapidly Advancing Staffing Firms," we have no plans to decelerate in the future.
  
• Incredible Futures: Join a team that doesn't just talk about building the future; we're shaping it. Discover how AMN Healthcare is crafting incredible futures, one amazing career at a time.
  

Job Summary

AMN Healthcare Language Services Strategic Partnership Solutions (SPS) is looking for a Language Services Client Relationship Manager with experience scaling language services business operations. Reporting to the Senior Director of Strategic Partnerships Solutions, the Language Services Client Relationship Manager oversees the daily operations of a client's Language Service Department. The Language Services Client Relationship Manager is responsible for driving a Language Access program's strategic growth and financial performance. The Language Service Client Relationship Manager will partner with internal and external resources to build a comprehensive language access program. The manager's leadership will result in non-discriminatory communication, promote a "Patient's First" environment, quality outcomes, measurable productivity, and cultivate strong interdisciplinary teamwork. The manager's role is to support an overall value-oriented experience for partners and all persons with communication barriers/disabilities served. The Manager is responsible for the leadership, supervision, direction, productivity, and performance of a client's interpreter services staff, contract interpreters, and other qualified bilingual individuals. This position has dual responsibilities as it will also serve as the enterprise account manager, ensuring the client successfully delivers a quality and comprehensive language access program. This position is critical to Strategic Partnership Solutions, role-modeling behavior, and professional acting.

This position requires travel up to 50%.

Language Access Program Department Management

• Provides administrative and operational oversight to the Interpreter Services Department staff and other system partners as appropriate to develop, implement, and monitor departmental goals, action plans, and productivity metrics for the program.
• Develops and administers policies and procedures that provide high-quality care and services for patients and their families.
• Provide the client assistance with budget input, development, and maintenance for the Language Services cost center.
• Acts as a leadership resource for the team, supporting and mentoring individual interpreters/translators/qualified bilingual staff with competency training and continued professional skill development.
• Continuously monitor external and internal benchmarks to assess performance levels and recommend short-and long-term actions to achieve strategic goals.
• Monitor and evaluate the results of HCAHPS/Patient Satisfaction Surveys and share survey feedback with staff and leaders.
• Manage Press Ganey/patient satisfaction vendor website access and train leaders on reporting capabilities and data analysis.
• Develop a patient experience/customer service training curriculum and orient staff to the availability of language access/Interpreter service resources.
• Manages departmental policies and procedures, assuring they remain current and relevant and ensuring staff/organizational adherence.
• Implement training to improve effective communication for staff across
• Leads and manages using consistent communication and sharing of metric outcomes with the team, recognizing distinguishing performance and continuous opportunities for improvement.
• Daily duties include but are not limited to processing all requests for Interpreter Services, managing a sophisticated calendar of confirmed appointments, triaging requests requiring immediate response, answering and triaging incoming calls, confirming appointments with internal partners, and coordinating requests for interpreters with outside agencies
• Provides input to strategic decisions that affect the functional area of responsibility.
• Capable of resolving escalated issues arising from operations and requiring coordination with other departments.
• Accountable for the overall administrative planning and coordination of staffing
• Assists with developing and implementing new programs and policies to provide high-quality care and services for patients.
• Compliance
• The Language Service Client Relationship Manager will support compliance with cultural and linguistic (C&L) state and federal regulatory requirements.
• Assist clients in completing and responding to regulatory agency reports (Department of Health Care Services (DHCS), Centers for Medicare and Medicaid Services (CMS), National Committee for Quality Assurance (NCQA), etc.), surveys, audits, and evaluations regarding client's language access program.

Cultural, Linguistic, and Communication

• Diversity/Equity/Inclusion (DEI): Support and participate in DEI efforts related to patient/family language access and experience, as well as staff experience, by participating in committees as appropriate and providing experiential data from employees/patients through the leadership hierarchy.
• Provides advocacy and support - internal and external to the organization- for public policy relevant to CH (e.g. ADA compliance, CLAS standards)
• Support Continuous Improvement and Operational Performance
• Develops strong business partnerships internally and externally through delivery of best-in-class performance.
• Ensure the appropriate operational metrics are in place with effective monitoring to bring awareness of opportunities and continue to drive a best-in-class approach.
• Define and implement a continuous improvement strategy to advance the client's strategy objectives and be influential business partners.
• Understand standard processes within the industry and challenge the current thinking to develop a high-performing organization.
• Establish a robust governance process around data and ongoing maintenance.
• Develops a strong partnership with IT to ensure systems are optimally operating and team productivity is improved through technology and strong processes.
• Challenge legacy practices to identify automated solutions and drive out manual waste spending more time on valuable processes and analysis.
• Find opportunities to improve language access visibility across the client enterprise. Ensuring language access has a "seat at the table."
• Effectively designed client support team to scale with business changes and initiatives.
• Influence partners in the enterprise to modify processes to drive out waste.
• Looks to standardization, simplification, and optimization as a way of daily working.
• Strong decision-making ability to recognize opportunities and implement appropriate actions to address them.
• Promotes a CI culture within the internal team and client enterprise by implementing lean thinking and continuous improvement tools that drive measurable and sustainable improvement

Account Management

The Language Services Manager is responsible for a portfolio of assigned clients, advising on a strategic vision to deploy strategic language service solutions at an enterprise level to healthcare organizations. This role is responsible for crafting long-term, positive relationships with Executive and C-Suite clients and meeting an assigned revenue quota.

• Responsible for leading and driving the ongoing relationship with clients while growing Executive and C-suite level relationships.
• Achieves annual revenue goals and influences the client at key decision points to ensure a successful outcome.
• Drives client proposals in up-sell opportunities and facilitates contract renewals.
• Identifies, analyzes, interprets, and presents trends relevant to the client's business and objectives to assigned customers.
• Maintains a full understanding of products and services with the ability to develop an "insight selling" sales talk track.

The Ideal Candidate

To be a strong fit for this opportunity you will have the following competencies, skills, and qualifications:

Competencies

• Aligning Performance for Success: Focusing and managing individual performance by helping others set performance goals/objectives, and then tracking results, and continually evaluating performance effectiveness.
• Client Focus: Ensuring that the internal or external client's perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet clients' and organizational needs; promoting client service as a value.
• Leading a Culture of Trust & Integrity: Fostering a work environment that encourages people to act with integrity and treat each other and their ideas with respect; creating and protecting a high-trust environment by setting an example, advocating for others when faced with challenges, removing barriers, and rewarding others for demonstrating behaviors that cultivate trust.
• Adaptability: Remains flexible and open to new insights and encourages others to value change. Understands changes in work tasks, situations, and environment as well as the basis for change. Thinks and acts effectively under pressure. Persists towards solutions and goals in changing circumstances.
• Business Sense: Demonstrates a high-level understanding of how business works, possesses keen business judgment and insight, demonstrates broad knowledge and perspective, and is future-oriented. Understands the company's strategic priorities and is aware of how strategies and tactics work in the market in which the company operates.

Experience

All job qualifications listed indicate the minimum level necessary to perform this job proficiently.

• Bachelor's degree in business, health administration, or related field.
• Preferred: Master's Degree in health administration or related field or MBA.
• Completion of a healthcare interpreter training that (1) is administered by an accredited educational institution OR (2) is recognized by a state Interpreters Association or International Medical Interpreters Association (IMIA) that exceeds 200 contact hours. Eligible for certification. Eligible to test for certification in the preferred language.
• Fluency in a language other than English with demonstrated health care competencies (vocabulary). Proficient and comfortable working with basic technology (e.g. computers, software systems, telephones, iPads). Basic understanding of regulatory and accreditation criteria related to medical interpreting in acute care settings. Experience with remote interpretation. Experience managing remote interpretation contracts, equipment, and work with EHR
• Five years of administrative supervisory or consultative responsibilities. Five years of experience interpreting/translating, preferably in a healthcare setting, including experience with end-of-life, trauma, or other similarly delicate situations.
• Prior experience working in an acute care setting
• Prior sales experience in healthcare organizations
• Computer proficiency in Salesforce, and Microsoft Office Suite required
• Understanding of technical networks including wireless, wired, and firewall setups
• Experienced in mobile applications and mobile operating systems
• Strong interpersonal skills, a positive attitude, and a collaborative spirit desired

We are open to locations anywhere in the contiguous U.S. The preferred candidate will live in a city with access to a major airport. We anticipate that this role will require the ability to travel approximately 50% of the time, with travel starting next year.

Work Environment / Physical Requirements

• Work is performed in an office/home office environment.
• Team Members must have the ability to operate standard office equipment and keyboards.

AMN Healthcare will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job.

Our Core Values

• Respect • Passion • Continuous Improvement • Trust • Customer Focus • Innovation

At AMN Healthcare, our diversity, equity, and inclusion philosophy is grounded in the belief that we should respect all voices, seek different perspectives, and succeed when we act together as a positive force for all of humanity. AMN Healthcare strives to foster a workplace of belonging where all team members can be their authentic selves, where we can apply our collective skills to innovate solutions that empower the future of care. AMN Healthcare is an equal opportunity employer.

Pay Rate
$117,000 - $139,000 Salary
Final pay rate is dependent on experience, training, education, and location.

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