Carilion Direct Partners With LanguageLine Solutions

As we continue to evolve to serve our diverse community, we have partnered with LanguageLine Solutions, an organization that specializes in on-demand interpretation and translation services, to help us better communicate with our Limited English Proficient (LEP) patients who call Carilion Direct, our customer support center. 

We will receive custom phone numbers through LanguageLine that are specific to each language—so when patients call, they will be greeted in their preferred language instead of having to wait to be transferred. 

The first language offered will be Spanish, but we will eventually expand to other top languages such as Arabic, Nepali, Dari, etc. 

To use the line, a patient will call the number for Spanish (1-855-938-0462), which will be answered by an interpreter with a custom Carilion greeting to help direct the call. The interpreter will remain on the line throughout the call so the patient is able to comfortably speak in their preferred language.   

“The LanguageLine will not only allow patients to feel empowered to have their own voice heard, but will also improve HIPAA compliance because patients won't have to rely on family members or friends to interpret,” says Heather Bramblett of Nursing Support Services.

This new process also greatly increases overall call efficiency and reduces wait time. Before the LanguageLine, LEP patients had to wait for an interpreter to join or could be transferred multiple times due to the language barrier. 

If you have any questions regarding LanguageLine or Carilion Direct, please contact Heather Bramblett, hwbramblett@carilionclinic.org.