Using Video Remote Interpretation Services to Provide a Personal Approach to Virtual Healthcare

In order to properly serve all members and patients, the healthcare consortium needed a fast and reliable Virtual Remote Interpreting (VRI) service that could connect highly qualified interpreters within seconds to callers at its urgent care facilities. They also wanted to ensure that their interpretation services took a personal approach to interacting with their members. It was essential to pair with a language service provider that could offer a solution that builds rapport with members and improves the overall healthcare experience.

Additionally, the organization has a national presence, so they needed a language service provider that could implement a solution consistently across multiple sites and regions.

United Language Group’s (ULG) personalized approach to project and account management provided the ideal solution for overcoming the challenges facing the healthcare organization.

ULG’s VRI technology offers clients direct access to medically qualified interpreters through agnostic devices such as hardware equipment. The client has the capability to use their own devices as well as lease to buy ULG’s equipment. This choice enables the healthcare organization to provide language access to their members regardless of whether they have hardware or not.

ULG integrated VRI technology into multiple facilities across various regions and customized call flows to ensure interpretation services were available 24/7. Through this personalized approach, the client was able to receive customized reporting of multiple data points for easy end of month reconciliation.

SUMMARY OF SERVICES

• 1.3 million interpretation minutes served in 2019
• Less than 60 second connection time for Spanish