Managing interpretation services with limited resources and increasing demand can be challenging for organizations striving to provide seamless communication. LanguageLine TeamLink addresses this by integrating clients’ in-house interpreters with our advanced technology platform, creating a solution that is both efficient and flexible.
With TeamLink, interpretation requests made through the LanguageLine app are directed first to the client’s staff interpreters, maximizing resource utilization and reducing wait times. If a staff interpreter is unavailable or a specific language is needed, the call transitions effortlessly to a LanguageLine Certified interpreter, ensuring uninterrupted, high-quality service.
Covenant Health in New England has implemented TeamLink with great success. Rosemary Ford, System Director of Interpreter Services, shared how this solution has transformed their approach to interpretation.
LanguageLine: What communities do you serve?
Rosemary Ford: Some of our hospital systems serve communities that speak primarily Spanish and Brazilian Portuguese. But on the other end of the spectrum, we have a refugee resettlement in Central Maine, where we have people who speak languages like Congolese, Somali, […] French. So, it’s very diverse.
What challenges were you facing?
Being primarily in Northern New England, some of our hospitals are rural healthcare locations. Even if they’re not technically “rural,” we’re talking about areas in Northern Maine, such as Bangor, where we don’t necessarily have qualified medical interpreters to meet the needs of our linguistically diverse patient populations. And then we’re paying for travel for interpreters to travel two or three hours, which as you can imagine is not a very cost-effective way to run a department.
WATCH: How UCHealth Is Maximizing the Productivity of Staff Interpreters with TeamLink
How did you decide to implement TeamLink?
We saw the potential that we could actually serve more patients and increase our staff’s productivity by using the TeamLink platform. Now we could integrate interpreters at separate locations and be able to provide language access throughout our healthcare system.
WATCH: How Tufts Made Staff Interpreters More Efficient Using LanguageLine Innovation
What has been the impact of your decision to utilize TeamLink?
The impact has really benefitted our communities and our patients. It has really made a positive impact for our employees because there is such great pride in being able to serve more patients. It’s so crucial that we provide effective communication by interpreters who are qualified, as well as interpreters who are local and know the local community needs and dialects.
We also have to be timely. Now we don’t have to worry about waiting for an interpreter to come on or scheduling an interpreter to come on site.
With the click of a button, we can provide that instant-access to our patients. It’s also a pleaser for our employees. They love it when our interpreters are on the screen. They’re introducing themselves and caregivers are realizing, “This isn’t just some interpreter on the screen. This is Diana, who I know and have worked with in the past.”
Across the board it’s really been met with great satisfaction in all aspects because we’re able to serve more people in a timely manner.
To watch the full video interview with Rosemary Ford, please click here.
Let’s Talk Solutions
Struggling to streamline your interpreting services while meeting growing demand? Covenant Health faced similar challenges—until they adopted LanguageLine TeamLink.
This advanced technology platform empowers interpreting teams by seamlessly integrating in-house interpreters and LanguageLine Certified interpreters, ensuring efficient, high-quality service. The result? Boosted productivity, reduced wait times, and improved patient satisfaction.
Ready to achieve the same results? Contact us today to discover how LanguageLine TeamLink can transform your interpreting services and enhance your team’s efficiency.