Operations and Implementation

Ignite Sessions

O-02 - Innovations in Remote Interpretation Delivery

Sunday, April 29
1:45 PM - 1:54 PM
Location: Innovation Zone, Booth 434

By 2020, the United States Census Bureau projects that more than 67 million people residing in this country will speak a language other than English at home. That figure represents 20 percent of the American population - or one out of every five of our neighbors.

The English fluency of these individuals will vary, of course, but the expectation is that around 41 percent of this community - or 27.5 million people - will be considered "limited English proficient," meaning they speak the language less than very well.

Apart from LEPs, estimates are that 1 in 20 Americans are deaf or hard of hearing. In round numbers, studies say that nearly 10 million are hard of hearing, while another 1 million are functionally deaf.

How do LEPs, the deaf, and hard of hearing participate in telemedicine, a modality that generally assumes a patient's English fluency, as well as their ability to hear?

To put a finer point on it: Imagine being from one of these vulnerable populations when a natural disaster or other public-safety emergency strikes and healthcare access is even more essential. What do you do when you need help but language and cultural barriers seem insurmountable? To meet your needs, it is essential that healthcare providers and first responders have access to technology that enables fast and effective communication.

The presentation, "Innovations in Remote Interpretation Delivery," will offer a perspective on the ways in which organizations can incorporate remote interpretation into their telemedicine programs. It will help attendees comprehend how significant advancements in technology are already improving communication between LEP, deaf, and hard-of-hearing patients and their providers, resulting in improved health outcomes, reduced readmissions, and improved patient satisfaction.

The presenter will review recent breakthrough innovations, including cloud-based, multi-channel-interpretation routing, which enables healthcare organizations, public safety, and first responders to swiftly meet the language needs of these populations regardless of location. He will then discuss innovations in on-demand translation that utilize real-time text and chat.

The session will also include a discussion on near-future advancements in improving language access and increasing efficiencies through artificial Intelligence, machine learning, and robot automation.

Learning Objectives:

Jeff Cordell

Chief information Officer (CIO)
LanguageLine Solutions

Jeff Cordell, Chief Information Officer. With over 22 years of experience developing communications technology solutions in emerging markets and high growth businesses, Jeff serves as the senior technical leader responsible for the development and delivery of language access solutions using secure, scalable cloud-based solutions. He leads the expansion of the Olympus platform, which has transformed the delivery, reporting, and experience of language access for LanguageLine clients and the limited English speaking and the Deaf and Hard-of-Hearing populations they serve.

Previously, Jeff was Senior Vice President of Technology at West Corporation, where they built market-leading customer engagement solutions delivering over 1 billion mobile-enabled messages annually. He has experience working in the fields of technology start-ups, mergers and acquisition, business process outsourcing, cloud-based IVR/contact centers, and voice/video/web conferencing. He worked as an Architect at Electronic Data Systems and served as a Captain in the United States Air Force. Jeff holds a Bachelor of Science in Electrical Engineering, from the University of Notre Dame.


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O-02 - Innovations in Remote Interpretation Delivery

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