Company: LanguageLine Solutions, Monterey, CA
Company Description: LanguageLine Solutions created the Over the Phone Interpretation industry more than 40 years ago when our founders, a police officer and a Vietnam Veteran, witnessed the traumatic effect language and cultural barriers had on the Limited English Proficient communities they served. As the need for interpretation and translation services has grown and evolved so have we.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Innovation of the Year - Business Service Industries
 Nomination Title: LanguageLine Solutions
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since January 1 2021, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 183 words used.
LanguageLine Solutions has been the world leader in innovative language-access solutions since 1982. It is currently the globe’s foremost supplier of on-demand interpretation services. The company sets the global standard for phone, video, and onsite interpreting, as well as translation, localization, and testing and training for bilingual staff and interpreters. LanguageLine is trusted by more than 30,000 clients to enable communication with the limited English proficient, Deaf, and Hard-of-Hearing communities.
LanguageLine currently facilitates more than 60 million interactions each year. The company provides the industry’s fastest and most dependable access to more than 20,000 linguists in 240-plus languages. Its solutions are available 24 hours a day, seven days a week, 365 days a year.
With LanguageLine for EHR, providers now have on-demand, one-touch access to both a patient’s medical records and an interpreter at the same time, within the same platform. Now busy clinicians can connect to a LanguageLine-certified interpreter from within the charting applications that have become ubiquitous in exam rooms. This EHR system integration allows providers to streamline workflows – saving time and cost – while enhancing patient care.
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
Healthcare systems just experienced their worst year financially since the start of the COVID-19 pandemic. More than half of American hospital systems had negative margins in the past year. The situation appears even more dire for the year ahead, with more than two-thirds of hospitals projected to have negative margins.
As the adoption of digital medicine accelerated, many of our clients suggested that a route to significantly increased efficiency could be found by enabling caregivers to initiate interpretation sessions through the EHR platforms that had become commonplace in every appointment. They said that making interpreters available with the touch of a single button would lead to heightened staff productivity.
With LanguageLine for EHR (Electronic Health Records), providers now have on-demand, one-touch access to both a patient’s medical records and an interpreter at the same time, within the same platform. Now busy clinicians can connect to a LanguageLine-certified interpreter from within the charting applications that have become ubiquitous in exam rooms. This EHR system integration allows providers to streamline workflows – saving time and cost – while enhancing patient care.
Caregivers can initiate an interpretation session immediately without slowing down to verbally collect sensitive data with the linguist. Our secure technology ensures accurate, automated data collection for billing, compliance audits, and reimbursement opportunities.
LanguageLine for EHR results in dramatically improved workflows, as the non-English speaking patient’s interpretation history is automatically recorded without additional time and effort needed. Medical professionals save valuable time, which allows them to focus on providing excellent care.
- If you are providing written answers for your submission, you must provide an answer to this third question: Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 247 words used.
LanguageLine for EHR is the result of challenges brought on by the rapid adoption of digital medicine during the pandemic, specifically:
- Financial difficulties for providers: Profitability is down an average of 11 percent for healthcare systems relative to pre-pandemic levels, with negative margin projections for more than 50 percent of hospitals.
- Digital transformation and interoperability: Healthcare systems repeatedly stressed the importance of a “digital front door,” with 65 percent of patients now accessing services digitally.
- Rising out-of-pocket expenses and insurance gaps: Patients face personal outlays that are expected to rise 10 percent annually through 2026.
- Worker shortages: Medical offices are short-staffed, as are in-house interpretation departments. Sourcing and managing multiple vendors while implementing new digital workflows severely impacted productivity.
LanguageLine for EHR is the outgrowth of each of these needs, as well as a persistent desire to remove friction from the interpretation experience as the limited-English patient population grows. We checked in constantly with clients to ensure that the solution met their needs and would match seamlessly with their workflows.
LanguageLine for EHR’s platform availability is 99.99 percent, with a complaint-to-call ratio of 0.012 percent across more than 60 million interactions, which by far leads the industry. As of the conclusion of 2022, LanguageLine’s average connect time was 16.1 seconds, with an average connect time of 8.3 seconds for Spanish. Video calls were fulfilled at a rate of 95 percent, with an average client rating of 4.7 stars out of five.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 84 words used.
Attached you will find:
1. A written nomination that explains in greater detail the promise and realized benefits of LanguageLine for EHR
2. A video demonstration, also available here: Demo: LanguageLine Epic EHR Integration on Vimeo: https://vimeo.com/773870332
3. A link to our LanguageLine for EHR press release, which explains how this represents a breakthrough in care for limited-English speakers https://blog.languageline.com/languageline-ehr-integration-unlocks-better-care-operational-efficiencies
4. A link to our press release for integration with the largest EHR provider, Epic https://blog.languageline.com/languageline-announces-integration-with-epic-ehr
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