At CyraCom, we are more like a partner than a vendor. We frequently check in with clients to discuss their specific needs and challenges and then develop customized solutions to keep their experience with us as helpful and seamless as possible.
For example, CyraCom is proud of our close partnership with Johns Hopkins Medicine. This relationship has flourished for over a decade thanks to our dedicated account management, superior customer service, and customized integration solutions. In this first part, we’ll cover how our dedicated account management delivers ongoing support. In part 2, we’ll discuss the many tech customizations that CyraCom and Johns Hopkins have developed to optimize their account.
Background: Johns Hopkins Medicine
Johns Hopkins Medicine serves over 2.8 million patients annually across six hospitals and four healthcare and surgery centers. The Johns Hopkins Hospital is consistently recognized as a top hospital in the US, and the affiliated medical school is known for making significant contributions to biomedical research.
Johns Hopkins Medicine serves a diverse patient population in Baltimore, Maryland, making language services a crucial component of its success. In 2013, the health system required additional interpreters to increase availability beyond what their internal contact center offered and chose CyraCom interpreters to fulfill that need.
In addition to 300,000+ monthly minutes of phone interpretation, Johns Hopkins is one of CyraCom’s top video remote interpretation (VRI) users, with about 100,000 minutes per month.
Dedicated account management and ongoing support
Johns Hopkins Medicine has had the same dedicated account manager (AM) since 2014 to help achieve their goals. Their AM, Franz, works closely with Johns Hopkins’ key stakeholders to answer questions, problem-solve challenges, and review key data. During monthly meetings, Franz highlights crucial performance figures, shares industry news and trends, and updates the team on the status of ongoing projects. In addition to these big-picture meetings, Franz schedules time to discuss special projects with Johns Hopkins’ key personnel, keeping everyone informed of timelines, completed items, and conquered obstacles along the way.
Johns Hopkins Medicine’s primary language services goals
- Receive the most value for language services investment
- Ensure all patients can communicate in their preferred language
- Provide fast connections to interpreters for better patient experiences
- Utilize the latest technology integrations for efficient service and data collection
Johns Hopkins’ dedicated account manager
Franz – Senior Account Manager
Nearly two decades of experience as a Spanish Interpreter, Interpreter Trainer, Quality Specialist and Account Manager.
Primary responsibility:
Building strong relationships by understanding client needs and recommending the best steps to provide a tailored efficient language service solution.
24/7/365 support
In addition to contacting their AM directly, Johns Hopkins Medicine’s staff can reach CyraCom’s award-winning Client Services team 24/7 to ask questions, request technical support, or provide feedback about their interpretation sessions. Johns Hopkins staff also have access to CyraCom’s Client Support page, which hosts many valuable resources, such as downloadable instructions, videos, language lists, and other valuable content.
Regular site visits
CyraCom’s team visits the Johns Hopkins Medicine health system up to four times yearly to ensure all services and equipment run smoothly. During these visits, our Implementation team members provide maintenance for VRI carts and other devices, replacing parts and installing updates as needed.
We offer extra support by acting as an extra set of eyes to observe how interpretation is used and offer additional training to the staff. Our team members talk to staff, ask questions, and listen for opportunities to help the staff use our services to their fullest potential. We then provide training sessions to address specific issues, remedy any confusion, and handle new staff training.
Let's partner up
Do you want your language access program to receive ongoing support, customized integrations, and technology advances, all at no extra cost from your language service partner? CyraCom has partnered with thousands of clients like Johns Hopkins Medicine over the past 30 years, and we’d love to be your partner too. Contact us today at cyracom.com/contact-us
