Director Language Access Operations & Command Center

Hugh Chatham Health; Charlotte (NC); Hybrid; USD 169,059,000 - 253,589,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Educational assistance

Retirement plan with employer match

Job summary

Advocate Health in Charlotte, NC is seeking a senior operations leader to guide the Language Services Command Center across regions. You will drive operational excellence, oversee scheduling and dispatch, and coach a leadership team to improve performance and utilization.

The role requires 10+ years in healthcare operations or contact center leadership with enterprise-scale technology management, a strong strategic mindset, and executive presence.

Qualifications

• Strategic leadership for centralized command center operations.
• Experience with KPI management, SLA compliance, and workforce optimization.
• Knowledge of contact center technologies and data-driven decision making.
• Executive communication and presence for reporting to senior leadership.

Responsibilities

• Lead the Language Services Command Center across regions.
• Oversee scheduling, dispatch and operations workstreams.
• Develop 3-4 managers through coaching and succession planning.
• Drive KPIs, SLA performance, and cost management.
• Coordinate multi-state virtual operations and technology platforms.
• Oversee data integration, reporting and analytics for decisions.
• Manage credentialing, compliance, and onboarding processes.
• Own P&L accountability including budgeting and vendor contracts.

Skills

Strategic leadership

KPI management

Data analytics

Executive communication

Vendor management

Change leadership

Cross-functional leadership

Education

Bachelor's degree

Master's degree preferred

Healthcare leadership certification preferred

PMP / ITIL / ops certs a plus

Tools

Telephony platforms

VRI scheduling platforms

Scheduling platforms

Job description

Department

11604 Enterprise Corporate - Language Services

Status

Full time

Benefits Eligible

Yes

Hours Per Week

40

Schedule Details/Additional Information

Remote Supporting Language Access Enterprise

Standard business hours: Monday-Friday 8am-5pm, occasional weekends or travel.

Pay Range

$59.00 - $88.50

Major Responsibilities

Lead Command Center / Control Tower operations and client services across all enterprise regions.

Oversee the Manager, LS Teammate Ops & Interpreter Scheduling and Manager, Dispatch, Appointment Scheduling, Ops Workflows & Processes.

Develop and manage 3-4 managers through coaching, mentoring, performance management, and succession planning.

Drive command center KPIs and SLAs including response times, fill rates, and service level compliance.

Coordinate multi-state virtual operations for centralized interpreter dispatch and scheduling.

Oversee technology platforms including systems management, digital enablement tools, and telephony/VRI infrastructure.

Set strategic direction for centralized operations aligned with enterprise goals.

Drive enterprise initiatives for operational excellence, technology modernization, and process optimization.

Manage data integration, reporting, and analytics to drive data-informed operational decisions.

Oversee credentialing, compliance tracking, and interpreter onboarding processes.

Oversee operational workflows and processes for dispatch, appointment scheduling, and workforce management.

Coordinate with Geographic Directors on interpreter coverage, scheduling, and operational alignment.

Manage P&L accountability including budget development, technology investments, and contract negotiation.

Build strategic partnerships with IT, clinical leadership, and technology vendors.

Drive technology roadmap and innovation initiatives for language services platforms.

Ensure compliance with regulatory requirements and organizational standards for contact center operations.

Report enterprise-level results to AVP leadership and represent Control Tower in executive forums.

Sponsor change programs for technology implementations and operational transformation.

Licensure, Registration, And/or Certification Required

Healthcare leadership certification preferred. Technology or operations management certifications valued.

Education Required

Bachelor's degree required; Master's degree preferred.

Experience Required

Typically requires 7+ years of language services, healthcare operations, or contact center management experience plus 4 years of management experience.

Knowledge, Skills & Abilities Required

Strategic leadership skills for directing centralized command center and multi-state virtual operations.

Experience with contact center operations including KPI management, SLA compliance, and workforce optimization.

Technology strategy skills including platform management, digital enablement, and infrastructure oversight.

Multi-region operational coordination skills with ability to align centralized and regional operations.

P&L accountability experience including budget management, technology investments, and vendor contracts.

Data-driven decision-making skills with experience managing analytics, dashboards, and reporting.

Change leadership skills for technology implementations and operational transformation.

Executive communication and presence for reporting to senior leadership.

Knowledge of contact center technologies including telephony, VRI/OPI, and scheduling platforms.

Talent development skills including manager coaching, mentoring, and succession planning.

Vendor management skills for technology partnerships and service delivery agreements.

Quality strategy and compliance oversight experience for contact center operations.

Physical Requirements And Working Conditions

Work requires use of telephone/computer and sitting for prolonged periods of time. Walking, standing, lifting, bending, reaching, stooping, pushing, and pulling are required a moderate amount of the time. May lift and carry up to 40 pounds on an intermittent basis. Must demonstrate the ability to communicate with individuals and groups effectively. Must possess critical thinking, emotional intelligence, and the ability to concentrate. Must be able to work with high volume of activities/projects with short deadlines. Work is hybrid and requires the flexibility of working from home office as well as other Advocate Health work locations as required by services provided.

Preferred Education

Master's degree in healthcare administration, business administration, or operations management.

Preferred Certification / License

Healthcare leadership certification (e.g., FACHE). PMP, ITIL, or contact center management certifications a plus.

Preferred Experience

10+ years of healthcare operations or contact center leadership with enterprise-scale technology management.

Preferred Knowledge / Skills / Abilities

Experience leading 24/7 contact center operations in a multi-site healthcare organization.

Experience driving technology modernization and digital transformation initiatives.

Experience with enterprise workforce management and scheduling optimization at scale.

Strategic thought leadership in operations efficiency, technology enablement, and service delivery.

Experience developing manager-level leaders into director-ready candidates.

Innovation & Continuous Improvement

Set enterprise-wide operational strategy for the Language Services Command Center, driving transformation toward predictive staffing models, AI-augmented dispatch, and real-time demand forecasting.

Lead technology modernization initiatives and platform upgrades that enhance operational capability and competitiveness.

Drive continuous improvement culture that systematically advances efficiency and service delivery across all control tower functions.

Revenue Impact & Financial Stewardship

Own P&L accountability for command center operations including budget management, technology investments, and vendor contracts.

Drive cost optimization across dispatch operations, staffing models, and technology platforms with measurable financial impact.

Manage resource allocation decisions that maximize fill rates and interpreter utilization within budget constraints.

Operational Excellence & Efficiency

Direct enterprise-wide command center KPI and SLA performance across all regions and modalities.

Implement centralized operational standards and workflows that improve consistency and efficiency at scale.

Oversee technology infrastructure, data integration, and reporting that enable data-driven operational decisions.

Patient Experience & Language Access

Establish enterprise language access strategy that ensures predictable, equitable interpretation availability across all service modalities.

Drive technology-enabled improvements that reduce access barriers and improve timeliness of language services for patients and clinicians.

DISCLAIMER

All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position. Employees must follow any other job-related instructions and perform any other job-related duties requested by their leaders.

Our Commitment To You

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits And More

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.