Interpreting Referral Management

Current Situation and Challenges

Interpreting Referral Management

The growth of small and medium sized interpreting referral management agues with less than a hundred interpreters has been phenomenal. Determining the right number of interpreters and scheduling them quickly and optimally actually becomes more critical for smaller agent groups, and problematic, even with agencies less than twenty interpreters. Adding to the growth of interpreting requests is the ability for agents to work remotely in distant locations or even at home. The benefits of this type of virtual workforce have been tremendous, as referral agencies can coordinate a virtual workforce online without the need for a brick and mortar facility. Interpreters need the freedom to check schedules online and add case notes per client. All this needs give rise to great opportunities, but like many other new technologies, problems also arise. These include:

  • Organizations are relying more heavily on freelance and contract interpreters and specialists to fill specialized or off-hours positions making scheduling more challenging
  • Interpreting referral management requires more remote and from varying certified specialists, forcing communication challenges for scheduling and coordination
  • Customers and clients demand the lowest prices for an improved service, putting a squeeze on overall costs
  • Third party vendors may become part of the process and are required to get involved in the scheduling process, helping to collaborate on what they can and can not do.
  • Paper based job allocation leads to inferior service levels where managers are not able to control the productivity
  • Need to reconcile multiple parties in one system: administrators, resources, customers (payers), third party vendors and the clients themselves.
  • Need to process payments to interpreters and billing to businesses, requiring staff members to submit paper invoices or time sheets, perform calculations manually, and then transfer this data into an electronic payment system.
  • Most referral agencies utilize complex pricing and payment schedules connected to certification levels, qualifications, and governing regulations.
  • Administrative staff struggle to reconcile varying pay rates, as well as differentials for skill specialties, across different geographic regions.
  • Contract requirements became diverse and complicated and billing become an enormous task.
  • Agencies need to do more with less, to increase their customer base and enhance their customer service options while keeping the same level of interpreters and reducing administration.

Avianco Solution

Optimizing workforce performance for interpreting referral management means allocating multiple personnel with the right skills to fit the needs of guidelines, the client's needs and the programs that make up the business side of the organization providers strategic plans. Knowing which people have the best skills and at the optimal pay rate for a given process makes all the difference and helps distinguish organizations as "world-class." Whether the organization is a large service provider or a specialist agency offering a variety of services programs, Avianco's solution can help:

  • Identify the right resource and assign based on skill, availability and location.
  • Provide a means for resource to sign-in, review their schedules, claim time and expenses
  • Allow for management and team leaders a way to review work schedules, claims and export the results for external financial settlement for both billables and payables.
  • Reduce labor costs through a centralized time and attendance management function. Increase accuracy of payroll with automated tracking of hours and attendance and automation of 100% of pay rules.
  • Effectively reduce the redundancy of data entry for administrators while creating “live” access into the database for stakeholders of the service
  • Reduce incoming phone traffic, “phone tag” and bottlenecks by allow customers to view and interact with data online, as well as interpreters retrieving job info online
  • Eliminate version control issues and software upgrade compatibility concerns across three locations
  • Eliminate all paperwork required to process interpreter time worked for both paying and billing purposes
  • Improve operational efficiency through Avianco's scheduling tools. Ensure that the right staff, with the right skills, are in the right place, at the right time.
  • Improve employee productivity and satisfaction through self-service access to frequent administrative processes, such as leave requests, shift trading, and schedule management.