Supervisor, Multicultural Affairs & Patient Services - Interpreter Call Center

Requisition Number: 9531

Pay Range: $29.52 - $44.52 per hour

Location: CHA Cambridge Hospital

Work Days: Monday - Friday

Category: Human and Social Services

Department: Interpreter Network

Job Type: Full-time

Work Shift: Day shifts

Hours/Week: 40.00

Union Name: Non Union

About CHA Interpreter Services

Cambridge Health Alliance (CHA)is proud to be an innovative leader in community health, providing equitable and culturally responsive care for all populations across Boston’s metro-north region. CHA's award-winning language access program provides our diverse patient population with crucial resources to communicate effectively with our care providers, allowing patients and their families to fully understand their medical conditions, treatment options, and the care being provided. By breaking down language barriers and offering expertise in over 150 languages, our Interpreter Services team serves as a vital communications bridge between patients, families, and medical staff, ensuring our health care providers are able to deliver culturally informed and compassionate care to every patient, every time.

Position Summary

The Call Center Supervisor, Multicultural Affairs & Patient Services, plays a key leadership role in ensuring the effective, high-quality delivery of interpreter services across CHA. This position oversees day-to-day operations of the Interpreter Call Center, ensuring timely and professional phone and video interpretation for patients, families, and providers.

Working closely with the department Scheduler and Manager, the Supervisor ensures adequate staffing levels, monitors performance and quality, and coordinates translation and digital content efforts. This role is ideal for a collaborative, detail-oriented professional passionate about language access, operational excellence, and health equity.

Key Responsibilities

• Oversee the delivery, quality, and performance of interpreter call center services (M–F).

• Partner with the Scheduler to ensure appropriate daily and hourly staffing aligned with budget and service demand.

• Triage staff requests and provider feedback, resolving access or quality issues and escalating as appropriate.

• Conduct competency assessments (shadowing) and annual performance evaluations for Call Center interpreters, including ASL and Special Language per diem staff.

• Participate in recruitment and onboarding of new interpreters, including screening interviews and orientation activities.

• Manage CHA’s written translation request process from intake through final delivery—liaising with clients, translators, and vendors, tracking project details, and maintaining accurate cost and completion records.

• Serve as digital content manager for CHA’s non-English social media presence, in partnership with the Marketing & Planning Department.

• Support vendor management activities, including monthly accounts payable requests and annual evaluations.

• Promote a customer-focused culture, ensuring responsive, respectful, and efficient service to all patients and CHA staff.

• Provide telephone interpretation when needed and maintain accurate documentation for all multilingual services.

• Participate in departmental initiatives, in-services, and performance improvement activities.

Qualifications

• Education: Bachelor’s Degree preferred; High School Diploma or GED required.

• Experience: Minimum of 3 years in interpreting operations or dispatching required. Medical Interpreter experience required.

In keeping with federal, state and local laws, Cambridge Health Alliance (CHA) policy forbids employees and associates to discriminate against anyone based on race, religion, color, gender, age, marital status, national origin, sexual orientation, gender identity, veteran status, disability or any other characteristic protected by law. We are committed to establishing and maintaining a workplace free of discrimination. We are fully committed to equal employment opportunity. We will not tolerate unlawful discrimination in the recruitment, hiring, termination, promotion, salary treatment or any other condition of employment or career development. Furthermore, we will not tolerate the use of discriminatory slurs, or other remarks, jokes or conduct, that in the judgment of CHA, encourage or permit an offensive or hostile work environment.

Cambridge Health Alliance brings Care to the People - including your neighbors, friends and family. Our local hospitals and care centers serve our vibrant, diverse communities, and play an integral role in improving health. As passionate advocates for the underserved, we actively partner with our communities to take on challenging public health issues, and conduct important research to help reduce barriers to care. We believe that everyone deserves access to high quality, convenient health care. This is why our employees believe in where they work and why many build long, rewarding careers at CHA.

Healthcare is changing rapidly. CHA has a strategic plan that charts a proactive course for our future. It is built on a vision of equity and excellence for everyone, every time. It also recognizes that our workforce is our most valuable asset and prioritizes competitive salaries, benefits and professional development opportunities for employees. The strategic plan is changing the way we provide care and improving the health and experience of our patients; we are looking for smart, committed, compassionate people who want to be part of making our vision of better health and equity a reality.

At CHA, you can believe in where you work and go home every day knowing you made a difference. Join our team and help us bring Care to the People.