Increase Interpreter Efficiency with an In-House Call Center

By David Fetterolf, Stratus Video President

Hospitals and other healthcare facilities can simplify the provision of language services for LEP, Deaf and Hard of Hearing patients with the implementation of an in-house call center. With an in-house call center, clients can use their own staff interpreters for video and audio calls within their facility. At times of peak volume, calls can roll over to external video and audio interpreters who are located in remote locations.

Healthcare systems with high LEP populations can boost efficiency among their interpreter workforce, widen availability of language services, and improve visibility into language operations with an in-house interpreter call center.

Better Efficiency & Satisfaction Among Interpreter Workforce

Hospitals can increase workforce efficiency and lower the cost of language services by seating interpreter staff in an onsite call center or in remote offices where they can assist patients over HIPAA compliant video.

Staff interpreters can work from any location, including their home. This increased flexibility improves employee satisfaction and work performance, meaning higher work productivity and efficiency. Call centers also keep interpreters from having to go into patient rooms, a great benefit for encounters limiting onsite personnel.

Wider Availability of Language Services

At Stratus Video, our call center system sees all healthcare staff interpreters as one interpreting pool. If they are busy, calls roll over to a Stratus Video or Audio interpreter. This helps ensure coverage at all times of need and in a wider breadth of languages.

By widening availability to qualified language services, hospitals better comply with federal regulations surrounding language access in healthcare, including Section 1557 of the Affordable Care Act, which states that Deaf, Hard of Hearing patients and patients with a preferred language other than English must be provided with a qualified medical interpreter versus an untrained or ad-hoc interpreter barring extreme circumstance.

Creating and/or optimizing a language access plan can be challenging for healthcare providers, particularly with stringent federal requirements and an increasingly diverse LEP patient population. In response, the U.S. Department of Health and Human Services developed the Blueprint as an implementation guide for hospitals to improve and maintain culturally and linguistically appropriate services for patients. For additional insight into how to improve language services at your facility, access the Blueprint guide.

Improved Visibility into Language Operations

Call centers offer better insight into staff interpreter performance with real-time monitoring and reports. This simplifies interpreter supervision and quality control for language operations managers.

Reports help healthcare facilities determine best practices and optimize language services for LEP patients. Improved language services yield better LEP patient satisfaction, engagement with healthcare providers and adherence with healthcare plans.

Learn more about the impact of language services on the patient experience in our white paper: Improving Your HCAHPS Scores – Driving Patient Satisfaction & Empathetic Care.

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