Many healthcare providers and insurers place a great deal of emphasis on providing a positive experience at the “moment of truth” – that is, the point at which the limited-English speaker meets face to face with a physician or agent.
Often left unchecked is the phone experience, when the limited-English speaker returns home and must connect by phone.
Regrettably, the experience limited-English speakers have once they leave the building is an afterthought for many healthcare providers and insurers, as the pre- and post-visit portions of the journey are left incomplete when it comes to language assistance.
To remedy this issue, several high-performing organizations are implementing custom call flows that empower limited-English speakers to contact them with a qualified interpreter already on the line. Their patients and members now have a seamless in-language experience from one end of a call to the other, making hang-ups and transfers a thing of the past.
Our outstanding guest speaker was Corinne (Cori) Grandle, Linguistic Services Administrator at TriHealth, a top integrated system in Greater Cincinnati. She was joined by Greg Marshall, LanguageLine’s solution manager for over-the-phone interpreting.