Head of Language Access Ops & Command Center (Remote)

aah

Charlotte (NC)

Hybrid

USD 81,000 - 123,000

Full time

4 days ago

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Benefits offered by this job

Health benefits

Job summary

Advocate Health is seeking a seasoned leader to oversee the Language Services Command Center. You will direct centralized operations, drive KPIs, manage scheduling and dispatch across multiple regions, and partner with IT and clinical leadership to modernize platforms.

This role blends strategic oversight with hands-on governance, ensuring exceptional language access and operational excellence. The ideal candidate has extensive healthcare operations and contact center leadership experience, with

Qualifications

Bachelor's degree required; Master's degree preferred.
Healthcare leadership certification preferred. Technology or operations management certifications valued.
7+ years in language services, healthcare operations, or contact center management with 4+ years in management.

Responsibilities

Lead Command Center operations and client services across enterprise regions.
Oversee Interpreter scheduling, dispatch, and ops workflows.
Develop and manage multiple managers through coaching and performance management.
Drive KPIs and SLA compliance, and predictive staffing initiatives.
Coordinate multi-state virtual operations and centralized interpreter dispatch.
Oversee telephony, VRI infrastructure, and platform management.
Set strategic direction aligned with enterprise goals and digital modernization.
Drive data integration, reporting, and analytics for decision making.