In order to properly serve all members and patients, the healthcare organization needed a HIPAA-compliant over-the-phone interpreting (OPI) service that could reliably connect highly qualified interpreters to its callers within seconds. Additionally, the organization needed a provider that could manage high call volumes while meeting its unique data collection requirements.
Because the healthcare provider has locations nationwide, calls were vastly different and complex. The focus of these calls ranged between many topics including health and medical services, emergency services, appointments and nurse advise and other ancillary insurance and medical related services. The nature of these calls requires interpreters to protect the confidentiality of the patient and to have thorough medical knowledge.