Throughout our decade of partnership, Johns Hopkins Medicine has trusted CyraCom to help them continuously improve their language access plan, including adding the latest technology integrations and innovative enhancements for better staff support and patient experiences.
In this second post, we’ll discuss these customized integrations, which help Johns Hopkins better track language services data and communicate effectively with patients.
Read Part 1 to learn how our dedicated account management delivers ongoing support.
Johns Hopkins’ client support team
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.
Armando – Director of VRI Operations
Subject matter expert for VRI operations and equipment.
Primary responsibility:
Ensuring technology integration projects are thoroughly tested and ready in time for launch.
Customized solutions and integrations
Tailored reports using mobile app
reference ID
Johns Hopkins Medicine uses CyraCom’s detailed reporting in our secure Account Management portal to regularly review their staff’s use of interpretation services.
CyraCom’s customized reporting organizes interpretation usage into easy-to-read graphs, charts, and tables to provide Johns Hopkins Medicine’s preferred formats, highlighting the data that’s most important to them. Their dedicated account manager, Franz, helps personalize and modify key reports even further, including data from all locations across Maryland.
For example, Johns Hopkins prefers reviewing data based on each device used rather than by account numbers or PINs to determine which departments may need additional training or support. To accomplish this goal, CyraCom set up each device with a unique name describing the department and location in which it was used. When Apple changed its privacy and security restrictions, the names we’d assigned to each device no longer existed, making Johns Hopkins’ reports ineffective. CyraCom’s team quickly researched and investigated the issue to find a solution. Our VRI team created a new, custom feature for Johns Hopkins within CyraCom’s mobile Interpreter app. It allowed us to add a “device name” setting to comply with Apple’s restrictions and provide Johns Hopkins Medicine with their preferred reporting data.
Supporting in-house interpreters, not replacing them
Johns Hopkins Medicine has its own interpreter contact center that supports medical staff across all of their locations. To help avoid long wait times and provide a better patient experience, CyraCom’s interpreters answer any rollover calls from Johns Hopkins’ team. For example, if a nurse calls the Johns Hopkins interpretation line and a Mandarin interpreter isn’t readily available, the call immediately transfers to CyraCom’s interpreters.
Telehealth & EHR platform integration
Like many healthcare facilities, Johns Hopkins Medicine adopted a new telehealth platform in response to the COVID-19 pandemic. CyraCom created a custom API to integrate interpreter services with Johns Hopkins’ platform and ensure LEP patients had equal access to telehealth appointments without sacrificing clear communication.
Johns Hopkins recently decided to change telehealth and electronic health record (EHR) platforms, and CyraCom’s VRI team has partnered with them every step of the process. Our team attends regular meetings, tests various aspects of the platform, and resolves any issues we encounter to help ensure a smooth rollout in the near future.
Satisfaction surveys
Johns Hopkins Medicine wanted to gather feedback from their VRI cart users to measure how CyraCom’s services worked for them. We added an optional four-question survey to the end of each interpretation session to help achieve their goal.
After a VRI call, staff can rate the interpretation quality, voice and video quality, ease of use, and the time it took to reach an interpreter. For each question, the user can select whether they had a positive, neutral, or negative experience by quickly selecting the corresponding emoji. The survey helps Johns Hopkins measure their team’s satisfaction with CyraCom’s services.
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
