Case Study: Inland Empire Health Plan improves patient communication and outcomes with LanguageLine

IEHP trains 120+ bilingual staff with LanguageLine to improve patient care

Inland Empire Health Plan (IEHP), a large not-for-profit public health plan, faced a challenge in providing timely interpreter services for its diverse, multilingual member population. Federal regulations prohibited the use of family members, and scheduling a professional interpreter required a five-day advance notice, creating impractical delays. To address this, IEHP partnered with vendor LanguageLine to find a proactive solution using its Testing & Training solution.

LanguageLine implemented its Provider Medical Interpretation (PMI) program, which provided flexible training and certification pathways for over 120 bilingual staff members. The solution significantly reduced wait times for interpreter services, ensured compliance, and improved patient-provider relationships. Participants reported the training greatly improved their ability to accurately interpret medical terminology. This led to a transformed patient experience with more timely, accurate, and personalized care, ultimately improving health outcomes for non-English-speaking patients.

Inland Empire Health Plan (iehp)