With a large and diverse population of limited-English proficient (LEP) members and patients, the client needed a HIPAA-compliant telephone interpretation services vendor that could connect to highly-qualified interpreters in seconds.
The client also needed a vendor that could handle its large call volume and its unique data collection requirements In addition, the client had already incorporated a variety of telephone interpreting applications into their existing process.
A nationwide contract meant that calls would be highly varied and complex in nature. Calls could be expected to come from a number of locations, and include: health and medical services, emergency services, appointments and nurse advice services, and other ancillary insurance and medical services. Finally, the client had difficulties with interpretation accuracy and the customer service abilities of their former vendor.