Under limited supervision, the Manager of Cultural & Linguistics (“C&L”) is responsible for managing C&L programs and identifying opportunities for HPSJ to provide effective, equitable, understandable, and respectful quality care and services that are responsive to diverse cultural health beliefs and practices, preferred languages, health literacy, and other communication needs of our members and employees. This incumbent is also responsible for developing and implementing consistent business processes in collaboration with other HPSJ departments to fulfill HPSJ C&L objectives and regulatory requirements. Work is varied and moderately complex, and requires a moderate degree of discretion and independent judgment.
Supervises
- Cultural & Linguistics Specialist.
Essential Functions
- Develops and maintains an HPSJ Cultural & Linguistics Program based on guidelines established by National Standards for Culturally and Linguistically Appropriate Services (CLAS) in Health and Health Care published by U.S. Department of Health and Human Services (DHHS), Office of Minority Health (OMH) and relevant CA State regulations.
- Establishes culturally and linguistically appropriate goals, policies, and management accountability, and infuse them throughout the organization’s planning and operations.
- Collaborates with member-facing departments to develop action plans and budgets for C&L best practices; monitors progress and implements appropriate interventions based on results.
- Collects and maintains accurate and reliable demographic data to monitor and evaluate the impact of HPSJ C&L Program on health equity and outcomes and to inform service delivery.
- Conducts regular assessments of community health assets and needs and use the results to plan and implement services that respond to the cultural and linguistic diversity of populations in the service area.
- Assess and communicates the HPSJ service area counties’ health assessment reports and suggest goals and objectives for HPSJ that align with the report findings.
- Implements and manages translation and interpretation programs including the development and enforcement of a Service Level Agreement (SLA) with the customers.
- Performs assessment and/or audit on provider office’s language assistance effectiveness in compliance with laws and regulations.
- Oversees the procurement and management of third-party vendors, including contract and vendor performance management and timely invoice processing.
- Participates in development of grant proposals and community funding efforts related to C&L, including proposal review, research and scoring.
- Partners with the community to design, implement, and evaluate policies, practices, and services to ensure cultural and linguistic appropriateness.
- Collaborates with Grievances and Appeals department to ensure member grievance resolution processes are culturally and linguistically appropriate to identify, prevent, and resolve conflicts or complaints.
- Collaborates with HR to ensure HPSJ recruits, promotes, and supports a culturally and linguistically diverse governance, leadership, and workforce that are responsive to the population in the service area.
- Educates and trains commissioners, HPSJ leadership/staff and providers in culturally and linguistically appropriate policies and practices on an ongoing basis.
- Author and manage C&L policies and procedures per regulatory requirements and HPSJ business practices.
- Develops, monitors and reports on the effectiveness of C&L activities; takes actions based on results.
- Promotes and maintains an environment that supports HPSJ’s strategy, vision, mission and values.
- Hire, supervise and retain a competent staff. Conduct performance management on a regular and needed basis.
Required Skills
- Strong knowledge of regulatory and contractual requirements affecting health education and cultural and linguistic services.
- Strong knowledge of relevant health care industry developments, trends, best practices and resources.
- Basic knowledge of HEDIS standards and healthcare quality metrics.
- Strong knowledge of marketing and communication principles, including the use of online, mobile and social media venues for health promotion.
- Basic knowledge of the principals and practices of managed care, and Medi-Cal or other state sponsored programs.
- Ability to create relevant health education surveys for internal and external stakeholders.
- Knowledge of the healthcare issues typical of Medi-Cal or other disadvantaged populations.
- Basic knowledge of audit processes, and the ability to effectively implement and maintain them.
- Strong knowledge of regulatory and contractual requirements affecting health education and cultural and linguistic services.
- Strong knowledge of relevant health care industry developments, trends, best practices and resources.
- Basic knowledge of HEDIS standards and healthcare quality metrics.
- Strong knowledge of marketing and communication principles, including the use of online, mobile and social media venues for health promotion.
- Basic knowledge of the principals and practices of managed care, and Medi-Cal or other state sponsored programs.
- Ability to create relevant health education surveys for internal and external stakeholders.
- Financial acumen: Interprets and applies understanding of key financial indicators to make better business decisions.
- Intermediate skills in data collection and analysis and dashboard reports development.
- Strong knowledge of budget development.
- Manages complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
- Decision quality: Makes good and timely decisions that keep the organization moving forward.
- Strategic mindset: Sees ahead to future possibilities and translates them into breakthrough strategies.
- Ability to create, execute and monitor relevant business plans.
- Resourcefulness: Secures and deploys resources effectively and efficiently; organizes people and resources to solve problems and identify opportunities.
- Plans and aligns: Plans and prioritizes work for self and others to meet commitments aligned with organization goals.
- Ensures accountability: Holds self and others accountable to meet commitments.
- Drives results: Consistently achieves results, even under tough circumstances.
- Very strong oral and written communication skills with the ability to communicate professionally and persuasively to diverse individuals and groups inside and outside of HPSJ, including development of materials for multicultural and low literacy populations.
- Strong presentation skills with the ability to effectively explain complex information and tailor presentations to a specific audience.
- Very strong interpersonal skills with the ability to establish and maintain effective working relationships with individuals at all levels inside and outside of HPSJ.
- Situational adaptability: Adapts approach and demeanor in real time to match the shifting demands of different situations.
- Being resilient: Rebounds from setbacks and adversity when facing difficult situations.
- Persuades: Uses compelling arguments to gain the support and commitment of others.
- Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
- Basic knowledge of and skills in change management theory and practice.
- Intermediate project management skills with the ability to complete project documents, select and organization project teams, exercise authority.
- Strong customer service skills.
- Intermediate skills in Word, Excel, PowerPoint and Outlook.
- Demonstrated ability to articulate and support HPSJ’s vision, mission, values and strategy, integrate into management practices, and foster their manifestation among staff.
- Ability to supervise staff in a manner that maximizes employee performance and business results, which includes very strong coaching/counseling skills and ability to function as a mentor.
- Ability to speak and be understood in English.
- Ability to handle confidential information with appropriate discretion.
Preferred
- Strong knowledge of federal and state laws, standards and regulations, including Medi-Cal and/or Medicare and HIPAA, in managed care organizations.
Required Experience
- Bachelor’s degree with a major in linguistics, public health, health science or closely related field or equivalent direct work experience; and
- At least 2 to 3 years experience in cultural & linguistics program development and implementation; and
- At least two years supervisory or project management experience.
Preferred
- Master’s degree with a major in linguistics, public health, health science or closely related field.
- Managed care experience.
- Experience in health education activities for Medi-Cal or other state-sponsored programs (WIC, CalFresh, et al).
- Bilingual (Spanish or other primary languages spoken by HPSJ members).
LICENSES, CERTIFICATIONS
Required
- Valid California driver’s license and reliable transportation or, the ability to obtain transportation on demand in the counties served by HPSJ if prohibited from getting a driver’s license due to a medically documented disability.
Preferred
- CHLA Interpreter Competency Assessment or CCHI and ATA Certification.