The Client is one of the largest health insurers in the US, delivering a comprehensive range of services. They offer medical, pharmaceutical, dental, behavioral health, long-term care, and disability plans to promote whole health.
Health Insurance Provider
Language Services Associates (LSA) has been providing language services to this Client since 2005. The Client began to migrate more business to LSA in 2016, and by 2023, our support expanded significantly across multiple states, dozens of business units, and numerous service lines. LSA has worked with this Client to improve customer satisfaction and provide language support whenever and wherever needed. This partnership has dramatically improved the experience for members and providers, and increased agent satisfaction with over the phone interpretation, virtual appointments, and last-minute onsite interpretation emergencies.
Working with their previous language vendors, the company was challenged with meeting the needs of non-English-speaking members effectively without sacrificing quality. As the influx of calls from multilingual members continued to increase, existing language support could not meet the demand. The average wait time for a phone interpreter rose above ten minutes, and callers were often connected with linguists who were not qualified to handle health
insurance-related matters.
Onsite interpreter requests were left unfulfilled because the Client’s provider could not offer the necessary resources to deliver the required services. Complaints consistently came in, not only from associates but also from members.
The challenge for the company was to find a language solutions partner to step in and seamlessly take over interpretation services from their previous vendor. Pivotal to their search was a vendor who could deliver high-quality language support, ensuring calls were answered quickly and accurately, and onsite requests were filled promptly, without sacrificing quality or customer care. The transition needed to be enacted without affecting services.
Language Service Providers often overextend themselves when taking on new customers. LSA brought the Client a well-planned and coordinated implementation of services to dozens of their businesses. We ensured that additional interpreters were onboarded to meet demand levels before taking on new business from the company. This kept LSA from pulling existing resources away from other customers to meet higher demand requirements. As a result, we continue to maintain exceptional service for any new call center or business unit that comes on board.
Additionally, through LSA’s careful vetting of interpreters, we provided highly qualified linguists with experience in the healthcare field. With an expert team of interpreters and the utilization of our proprietary skills-based routing, LSA was able to ensure connections to the most qualified interpreters for every call. The Client improved services, enhanced agent productivity, and enabled contact centers to handle more calls every day.
When an interpreter is required in person, successful onsite interpretation services rely heavily on geographic location and the interpreter pool available. In many areas, support for in-person provider/member visits was lacking due to a short supply of qualified interpreters with their previous provider. LSA was able to leverage our national network of interpreters, source, and onboard additional qualified interpreters where necessary, and deliver exceptional service to meet the growing demand and improve service levels.
LSA began by gaining a full understanding of the needs of each individual business unit within the company and ensured a seamless transition without interrupting daily operations. LSA coordinated with the Client to create a strategy and timeline that fit the needs of the Client and executed the plan with consistent communication throughout. The process included multiple implementations to meet specific timelines and training of the Client’s agents with constant support 24/7/365 – both during and post-implementation.
LSA ensured a seamless transition to our services with regular communication and planning throughout.
LSA consistently connects the Client to experienced interpreters in seconds.
LSA provides training for the Client’s employees’ use of our services.
LSA continues to coordinate with the Client to create strategies and timelines aligned with their needs.
For three years, LSA’s average interpreter connect time across all languages has been 23 seconds.
99% of calls are connected and serviced.
The average speed of answer is 9 seconds.
With over 30 years of experience, a network of thousands of qualified interpreters, and hundreds of languages available, we are the best interpretation and translation partner in the healthcare industry. Contact us today to learn how we can help you optimize your customer support and improve services during peak times.
