Language Line

Interpretation and Translation Services

Providing accurate, timely language interpretation and translation services for limited English proficient (LEP) patients and their families is a major priority for health care providers. HANYS Solutions, Inc., in collaboration with Language Line Services, Inc., rovides HANYS members with telephone interpretation, document translation, in-house interpreter testing and training programs, and compliance awareness services.

Language Line Services understands the issues health care providers face in New York State – their services fully comply with the government standards and regulations you must meet. anguage Line Services’ interpretation program is the only program that exceeds the requirements of Title VI of the Civil Rights Act of 1964, federal Office of Minority Health culturally and linguistically appropriate services (CLAS) standards, Health Insurance Portability and Accountability Act (HIPAA), National Committee for Quality Assurance standards, and the Joint Commission.

Language Line Services is also the only telephonic interpretation provider that offers Certified Medical Interpreters in more than 20 languages. These skilled professionals undergo continuous training in health care procedures, terminology, and cultural competency. In turn, they offer you and your limited LEP patients and family members access to the highest quality language services.

A team of marketing and service specialists residing in New York is available to provide on-site support and training by appointment - at no charge.

For more information, contact HANYS Solutions at (800) 388-9821 or at info@ehanys.com.

Over-the-Phone Interpretation Services

Highest quality interpreters are available on demand, 24 hours a day, every day of the year, in more than 150 languages, using either the Language Line Phone or toll-free numbers. Certified Medical Interpreters are available in the following 22 languages: Arabic, Bosnian, Cantonese, Croatian, Farsi, French, German, Haitian Creole, H’mong, Italian, Japanese, Khmer, Korean, Mandarin, Polish, Portuguese, Russian, Serbian, Somali, Spanish, Tagalog, and Vietnamese.

Language Line Services and HANYS Solutions offer a special, low per-minute usage rate and volume discounts that save your facility money. Language Line Services will perform a free cost/benefit analysis.

Language Line Services interpreters listen to your limited English proficient patient, analyze the message, and accurately convey its original meaning to caregivers. Professionally trained and tested interpreters interpret meaning-for-meaning rather than word-for-word. Many English concepts that are communicated in one or two words can take phrases to accurately describe in another language, and vice versa.

With The Language Line eBill option, you will receive your invoice and language usage report via e-mail every month in a Microsoft® Excel file. Track and sort every Language Line call you make by user, department, language, or call time, depending on how you choose to set up your account. Have electronic invoices delivered to up to four of your staff—with no mailroom routing delays. This helps cut down excess paperwork.

The Language Line Phone

Use these dual handset telephones for all face-to-face patient situations. This device provides HIPAA-compliant interpretation and allows for clear, three-way interpretation. A one-touch access button provides direct connection to the highest quality interpreters available.

This system promotes better hygiene and security. Sensitive information can be shared confidentially without using a speakerphone. Studies show that the dual handset telephone maintains the flow of conversation, reducing call duration by as much as 20% compared to other telephones.

The Language Line Phones themselves are free of charge, with just a $3.00 per telephone per month maintenance fee.

Language Line University

Are your in-house interpreters as skilled as they should be? Let Language Line University help you screen, test, train, and medically certify your in-house staff so they can perform the role of an interpreter without compromise.

Assess the language proficiency among your existing bilingual staff. Evaluate your staff and/or freelancing interpreters’ knowledge of professional ethics, interpreting protocols, and industry terminology. Train your interpreters in the critical areas of interpreter protocols, interpreter ethics, interpreting skills, advanced terminology, procedures, challenging aspects of the profession, and professional development.

Language Line Document Translation Service

This service offers translation of written text from one language into another. Language Line Document Translation Service is ideal for documents covering a wide range of routine business and health care needs such as hospital release forms, patient billing and instructions, medical and immunization records, informed consent forms, medical claims, and patients’ rights signage.

Because your organization’s reputation is at stake, every completed Language Line Services transaction is double-checked for quality by a proofreader or editor before Language Line Services delivers the finished document to you.

The Language Line Customer Training Program

Language Line Services will provide you and your staff a comprehensive on-site training and cross-cultural support program, conducted by highly trained professional interpreters who are proudly referred to as “Ambassadors.” The Ambassadors will help train your staff to effectively access the interpreters and successfully communicate with limited English proficient speakers. Training will be provided at your location—at no cost to you!

Customer Feedback

“You could not have found a better person to do the training for our staff. Everything turned out great. Your Ambassador was a very polite, patient, energetic, enthusiastic person and we have nothing but good things to say about her and what she does. Employees that received her training were very pleased and so was I. Once again you met our standards and even higher.” — Vice President of Quality/Medical Staff of a 274-bed acute care hospital in Montgomery County, Maryland

Language Line Services Compliance Awareness Services

Language Line Services will make recommendations to better align your practices with published standards and will make recommendations for appropriate document translation, community outreach, etc.

Seasoned professionals who work with health care organizations like yours every day, will train your personnel to access and work with interpreters and support your diversity initiatives. The customer training Ambassador program helps you raise awareness about compliance issues throughout your facility and enhance your organization’s community image.

Language Line Services offers information on the following topics:

Facility Compliance Review and Audit
Ongoing Risk Management and Compliance Programs
Cultural Sensitivity
Welcoming the Limited English Proficient (LEP) Patient: Facility-wide LEP Awareness Program, Tools and Outreach
Orientation Program for New Staff on LEP issues and Interpreter Services

The Language Line Over-Video-Interpreting

Language Line Services is currently beta testing an Over-Video-Interpreting product. Designed to revolutionize patient care for limited English proficient patients by creating a completely interactive communications solution with access to its video interpreters, it is expected to be available in fall 2004.

Detailed Service Usage, Data Collection, and Reporting

Based on your over-the-phone interpretation usage reports, Language Line Services can provide in-depth reports of the number and languages of limited English proficient patients currently served by your facility. Language Line Services also uses public sources of data, such as the U.S. Census Bureau, to provide other customized reports upon request.

Customer Newsletter

For news, tips, interviews, surveys, statistics, special offers, and other useful information to better serve your limited English-speaking customers, subscribe to Language Line’s “In Other Words” monthly e-mail newsletter at the language line subscription center.

User Groups

To learn how you can take part in health care user groups and have an effect on the services that Language Line Services provides now and in the future, contact HANYS Solutions for more information at (800) 388-9821 or at info@ehanys.com.