loading

INTERPRETERS

Qualifications

We understand that Video Remote Interpretation (VRI) and Over the Phone Interpretation (OPI) require professional interpreters adept at discerning and conveying meaning. Voyce recruits interpreters selectively with a preference given to interpreters with higher levels of education, special certification, specialized experience, professional affiliations, native level language skills, and a proven record of success. Voyce then carefully verifies qualifications and experience before interpreters take the spoken and written language skills assessment and participate in internal training programs

Interpreters assigned to an account always meet the specific requirements of the client. For example, courtroom interpreters meet the certifications or qualifications required of the state court they will be serving. Health care interpreters have the certification or specialized training to communicate medical conversations accurately.

Certifications

We prioritize working with professional interpreters who hold nationally recognized interpreting certifications through organizations that include:

  • Certification Commission for Healthcare Interpreters (CCHI)
  • National Board of Certification for Medical Interpreters (NBCMI)
  • Federal Court Interpreter Certification
  • Department of Human Services (DHS)
  • Administrative Office Of The U.S. Courtsí Court Interpreter Certification Program/ Exam
  • NIC (National Interpreter Certification) by RID
  • NIC Advanced (National Interpreter Certification) by RID
  • NIC Master (National Interpreter Certification) by RID
  • CDI (Certified Deaf Interpreter) by RID
  • CI (Certificate of Interpretation) by RID
  • CT (Certificate of Transliteration) by RID
  • NAD III (Generalist) - Average Performance
  • NAD IV (Advanced) - Above Average Performance
  • NAD V (Master) - Superior Performance

Medical Interpretation

For on demand services we prioritize hiring interpreters with experience in healthcare interpreting and competency in diverse medical settings like emergency care, mental health, and pharmacy. We also require that all of our interpreters successfully complete our medical interpreter training and interpreter.

Our medical interpreting exam focuses on the following concepts and terminology:

  • HIPAA Compliance
  • Patient Advocacy
  • Anatomy And Physiology
  • Mental Health
  • Common Care Scenarios
  • Terminology And Acronyms
  • Diagnostics And Test Results
  • Pharmacy And Common Pharmaceuticals
  • Common Disease States And Treatments
  • Domestic Abuse And Family Assistance
  • Home Health Care And Equipment

Testing

After they have met our minimum qualifications, all of our interpreters must complete an interpreter testing process that guarantees they are have a strong understanding of industry-specific terminology. Knowledge of industry-specific vocabulary ensures precise use of language, minimizes call times, and reduces the potential for liability.

Comprehensive testing covers not only language fluency in both English and the target language, but also requires interpreters to display proficiency in the following areas:

  • Customer Service
  • Accurate Conveyance of Meaning
  • Industry Specific Lexicon
  • Common Colloquialisms
  • Interpreting in the First Person
  • Neutrality of Opinion
  • Cultural sensitivity

Training and compliance with HIPAA, the National Code of Ethics for Interpreters, and the National Standards of Practice and Cultural Competence is also required.

For on demand services we prioritize hiring interpreters with experience in healthcare interpreting and competency in diverse medical settings like emergency care, mental health, and pharmacy. We also require that all of our interpreters successfully complete our medical interpreter training.

Our medical interpreting exam focuses on the following concepts and terminology:

  • Pharmacy
  • Treatments
  • Mental Health
  • Patient Advocacy
  • Anatomy and Physiology
  • Terminology and Acronyms
  • Common Care Scenarios
  • Diagnostics and Test Results
  • Common Disease States
  • Domestic Abuse and Family Assistance

Up Time

Continuous up-time or availability of service is guaranteed by a redundant network of cloud-based servers in diverse locations, and hardened and secure facilities. In the unlikely event of a server dropping, a mirrored server recovers the responsibilities automatically. If a call is dropped users are able to reconnect to an interpreter immediately.

VRI/ OPI Interpreter Services

We are able to offer on demand, immediate access to our network of over 7600 telephone interpreters. Interpreters can be reached 24 hours a day, 7 days a week, 365 days a year for interpretation in over 220 languages. Interpreters are reached via video or voice through our proprietary mobile application that runs on almost all Apple and Android smartphones and devices, as well as any web enabled computer. Clients can also use traditional dial-in by phone.

We use machine intelligence to route interpretation requests to the most qualified available interpreter. The proprietary information systems are able to take into account attributes of the client and their interpretation request requirements and match those to the attributes and qualifications of the interpreters available. If human intervention is required an operator is able to intervene, speak with the client, and route the call accordingly. We are able to respond immediately to call volume spikes, volume shifts, natural disasters, and national emergencies due to our base of interpreters with broad geodiversity.

Proprietary rule and attribute based routing combined with flexible internal and external interpreter resources allow us to maintain performance standards and make sure that all calls are answered. Redundant interpreter panels are employed to allow for unexpected increases in call volume, and routine analysis of service request volume is used to balance expected demand and the availability of interpreters by language. Proprietary systems automatically route service requests (calls) according to attributes of the request (like language pair, interpreter gender, special area of knowledge) and the current volume of requests to make sure they are directed at available interpreters. If service levels are not being met because of interpreter availability, interpreters can be added quickly to the back-up panel through industry partners.