Language Access Command Center Director

Atrium Health; Charlotte (NC); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Advocate Health seeks an executive leader to run the Language Services Command Center, directing national, multi-site operations with a focus on efficiency, technology enablement, and service quality. You will manage a leadership team, drive KPI/SLAs, and align centralized and regional operations with enterprise goals.

Responsibilities include P&L accountability, vendor contracts, and strategic technology investments that advance patient access and language services across the organization.

Qualifications

• Bachelor's degree required; Master's degree preferred.
• 7+ years in language services, healthcare operations, or contact center management experience, plus 4 years in a management role.
• Healthcare leadership certification preferred (e.g., FACHE); PMP/ITIL a plus.

Responsibilities

• Lead Command Center / Control Tower operations across enterprise regions.
• Oversee the Manager, LS Teammate Ops & Interpreter Scheduling and Manager, Dispatch, Appointment Scheduling, Ops Workflows & Processes.
• Develop and coach 3-4 managers; manage performance and succession planning.
• Drive KPIs and SLAs including response times, fill rates, and compliance.
• Coordinate multi-state virtual operations for centralized interpreter dispatch and scheduling.

Skills

Strategic leadership

Contact center operations

Technology strategy

Multi-region coordination

P&L accountability

Data-driven decisions

Change leadership

Executive communication

Contact center technologies

Talent development

Vendor management

Quality & compliance

Education

Bachelor's degree

Master's degree

Tools

Telephony platforms

VRI/OPI systems

Scheduling platforms

Data analytics dashboards

Job description

Advocate Health seeks an executive leader to run the Language Services Command Center, directing national, multi-site operations with a focus on efficiency, technology enablement, and service quality. You will manage a leadership team, drive KPI/SLAs, and align centralized and regional operations with enterprise goals.

Responsibilities include P&L accountability, vendor contracts, and strategic technology investments that advance patient access and language services across the organization.