MyLanguageLine
Language Line Certified Medical Interpretation Service
Frequently Asked Questions
What outside sources were used to validate this certification?
Through extensive empirical studies and surveys, Language Line Services developed a comprehensive multi-faceted certification program, one of whose components is the certification exam. The exam was validated by Holly Mikkelson, Associate Professor of Translation and Interpretation at the Monterey Institute of International Studies and nationally recognized expert in interpreter training, testing and certification; Dr. Paul Hanges, a psychometrician from the University of Maryland who specializes in test design; and medical professionals and staff interpreters from our health care clients who validated the tests and provided feedback.
How are interpreters chosen to participate in this certification and how do they become certified?
The interpreters who are eligible for the certification process have been interpreting medical calls for at least six months after successfully passing the initial testing. The interpreters have interpreted an average of 500 minutes of medical assignments. The program is comprised of six components, all of which must be satisfied for an interpreter to be deemed certified. Those components are:
- Interpreter Skills Assessment. An initial screening exam tests the ability to accurately interpret messages across language and culture.
- New Hire Orientation Program. This covers, among other things, interpreting methods and procedures; customer service standards; Professional Code of Ethics, which addresses confidentiality, impartiality, accuracy and completeness; and other professional standards and protocols for healthcare.
- Service Observation. Senior Language Specialists listen to live calls and provide interpreters feedback on their performance, both in English and in the target language.
- Voice of the Customer. Direct feedback from customers ensures that the interpreter is meeting client requirements.
- Healthcare Specific Training. Interpreters must successfully complete training developed in partnership with nationally recognized subject-matter experts.
- Healthcare-Specific Testing. Interpreters must pass an interpretation exam specifically designed for the healthcare industry.
How does Language Line Services monitor its interpreters under medical certification?
Our Quality Assurance program includes periodic random monitoring transparent to the interpreter. Feedback is immediately provided to the interpreter. Results of the service observations are tracked to ensure that performance is above standard. In order to retain certification, an interpreter must score at or above standard on all the performance criteria evaluated by a staff Senior Language Specialist or a Quality Specialist.
We also have a customer feedback mechanism called Voice of the Customer. We use the data from this program to provide coaching, determine training and monitoring needs of interpreters, and to improve the interpretation services to meet our customers' needs.
Will we be able to monitor the medically certified calls?
Yes. If you have the capability of monitoring calls, you will be able to monitor the exchange with our certified medical interpreter.
What languages are offered for certification, and how were they chosen?
We currently certify 22 languages for medical interpreting. They were chosen based on the fact that they are the most highly requested languages in the healthcare industry and represent over 95% of our customer demand.
Current Languages: Arabic, Bosnian, Cantonese, Croatian, Farsi, French, German, Haitian Creole, Hmong, Italian, Japanese, Khmer, Korean, Mandarin, Polish, Portuguese, Russian, Serbian, Somali, Spanish, Tagalog, and Vietnamese.
Does Language Line Services offer medically certified interpreters?
Yes. Language Line Services provides a comprehensive certification program that has been validated through external industry experts and maintains a documented process of certifying medical interpreters through testing and training.
Is there a national association for medically certified interpreters?
No. There are associations for medical interpreters, but since there is no national program to certify medical interpreters, there are no national organizations for medically certified interpreters.
Is this program similar to American Translators Association training?
How is it different? Language Line Services' certification program provides healthcare interpreting testing and training beyond simple linguistic ability. The documented accreditation program of the ATA applies only to translators of written documents, not spoken language interpreters. Furthermore, Language Line Services is the only language interpretation organization with an externally validated certification program that specializes in Health Care interpreting.
Does Language Line Services offer certification in any other industry?
Yes, Language Line Services offers certification in the Court and Insurance industries, as well, which follow the same parameters as for the Healthcare industries. By offering certification in these three industries, Language Line Services further substantiates its commitment to ensure the high quality of the interpreting services that its interpreters provide to clients.
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