Manager, Business Operations & Family Services

At Children’s Wisconsin, we believe kids deserve the best.

Children’s Wisconsin is a nationally recognized health system dedicated solely to the health and well-being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country.

We offer a wide variety of rewarding career opportunities and are seeking individuals dedicated to helping us achieve our vision of the healthiest kids in the country. If you want to work for an organization that makes a difference for children and families, and encourages you to be at your best every day, please apply today.

Please follow this link for a closer look at what it’s like to work at Children’s Wisconsin:   https://www.instagram.com/lifeatcw/

Job Summary
Provides strategic and operational leadership for language access programs across the health system, as well as coordinates projects and business functions on behalf of the Family Services department across the system. This role ensures that patients with limited English proficiency (LEP) and those who are deaf or hard of hearing receive equitable, high-quality care through professional interpretation and translation services, while also supporting a broad portfolio of business operations and patient amenities on behalf of the leadership team. Supports and drives the execution of operational and strategic plans, annual goals, and business objectives for language services through effective planning, implementation, and continuous improvement. The role drives regulatory compliance; manages staff, vendors, and contracted service providers; analyzes data to inform decision making; and analyzes services to meet evolving community needs. Responsibilities include oversight of operational and capital budgeting, contracting, data integrity and analysis, and select supply chain functions. The role also oversees patient amenities and contracted services, including television and waiting room systems, interactive environments, music systems, and other vendor supported resources, ensuring high quality, compliant, and patient centered service delivery

Essential Functions

- Manages service delivery and development for Language Services to include development of protocols and guidelines quarterly/annual reporting, operational policies and procedures, staffing and resource allocation, decision-making, collaboration with medical and clinical staff and evaluating service improvements or service expansion opportunities. Serves as the organization’s LEP Officer for Civil Rights compliance and subject matter expert on all language access laws and standards, including Title VI, Section 1557 of the ACA, ADA, CMS Conditions of Participation, and Joint Commission requirements.
- Organizes, maintains, analyzes, tracks, and updates statistical data and provides reports to the leadership team and outside departments as required. Reports service line/programmatic benchmarking using national, organizational and specialty clinical, academic, and research data.
- Develops the annual Language Access Plan aligned with the health system's strategic priorities, DEI goals, and community health needs assessment. Partners with Health Equity, Social Work, and Community Health teams to maintain language access integration in the full care continuum. Ensures patient-facing materials, vital documents, consent forms, and digital properties (website, patient portal) are accurately translated and culturally adapted in the organization’s top languages.
- Provides project management for key cross divisional assignments. Identifies project teams, participates or leads project teams, documents project progress and facilitates presentation of recommendations. Creates and executes project plans and deliverables.
- Oversees contracts and performance for telephonic, video remote (VRI), and onsite interpreting vendors and translation management platforms.
- Partners with Business Analytics to identify and monitor key performance indicators of the team. Develops methods to track and analyze data for improvement efforts. Oversees or assists in data collection for regulatory and system survey submission.
- Completes competency assessments aligned with NCIHC/IMIA standards
- Builds and manages the program budget, including staffing, vendor contracts, and technology; reports progress and ROI to leadership. Develops and recommends operating and capital budgets and control expenditures within approved budget objectives. Provides capital planning and tracking or requests and priorities for the Family Services department.
- Responsible for understanding and adhering to the Children’s Organizational Code of Ethics and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to Children's business.
- Performs people management responsibilities for employees which may include but are not limited to: employee engagement, recruitment, performance management and development

People Management Responsibility

- Performs people management responsibilities for employees which may include but are not limited to: employee engagement, recruitment, performance management and development

Education

- Bachelor's Degree required and
- Master's Degree MBA, MHA or related degree preferred

Experience

- 5+ years of related business operations experience including 3 years of management experience required

Knowledge, Skills and Abilities

- Strong financial and analytical knowledge and ability.
- Strong interpersonal, organization, communication and presentation skills to communicate with diverse groups, facilitate project teams, resolve conflicts, and present recommendations.
- Independent judgment with strong analytical and critical thinking skills to problem solve, make decisions, formulate reports, perform statistical analysis, and interpret statistical data.
- Advanced skills in Microsoft 365 with experience generating reports from clinical data systems.
- Excellent interpersonal and communication skill to effectively interact with patient, families, physicians, and staff as well as other health system personnel, leaders and the community.

Licenses and Certifications

- CCHI-Certified Healthcare Interpreter - Certification Commission for Healthcare Interpreters preferred

Children's Wisconsin is an equal opportunity / affirmative action employer. We are committed to creating a diverse and inclusive environment for all employees. We treat everyone with dignity, respect, and fairness. We do not discriminate against any person on the basis of race, color, religion, sex, gender, gender identity and/or expression, sexual orientation, national origin, age, disability, veteran status, or any other status or condition protected by the law.

Certifications/Licenses:

CCHI-Certified Healthcare Interpreter - Certification Commission for Healthcare Interpreters