An existing video workflow became a managed interpretation service

Making a live interpretation service easier to run

For a healthcare interpretation service, the video call is only part of the job. The provider also needs to know which device and account are being used, who is allowed to join, what happened during the call and how the service should be billed.

This project added that management layer around an existing video service for a US healthcare interpretation provider. Professional human interpreters remained central to the service. The new system made the surrounding devices, accounts, permissions and records easier to manage.

The situation

The provider supports more than 50 languages and hundreds of interpreted calls each day in hospitals. The video system could carry the conversation, but it did not provide one central place to manage the service around it.

Administrators needed to know which account could join a call, whether a tablet was trusted and ready, and what had happened during the call. Reliability was especially important: if an interpretation call fails, a patient may not be able to communicate with the care team.

What we built

• Apps for interpreters using iPad, Android and desktop devices.
• A connection to the existing live video service.
• One administration portal for accounts, devices, permissions and device status.
• Detailed access controls.
• Secure management of devices across different locations.
• Call records connected to invoicing.
• Operating processes built around the requirement for continuous availability.

What changed

Administrators can manage the service as one operation instead of treating every device or hospital location as a separate support problem. The different states of each tablet remain visible, so the central team can see which devices are ready, assigned or waiting for a change.

The service team can understand which account and device were involved in a call. The call record can then support follow-up and invoicing. This connects the conversation itself with the work needed to run and account for the service.

The first working build arrived in four weeks, and all defined milestones were complete in three months. The live service supports more than 50 languages and hundreds of interpreted calls each day.

How it works

The system connects an interpreter's device to the live call while keeping the account, permissions and device information alongside it. It works across iPad, Android and desktop so the service does not depend on one type of hardware.

The administration portal treats device status as part of running the service. The central team can see and manage a tablet's status without asking local staff to remember its setup.

Call records connect the conversation to operational follow-up and invoicing. The system supports the provider's existing video service and human interpreters; it does not replace either.

The project in one sentence

An existing video service became easier to run with central control of devices, accounts and permissions, plus call records that support follow-up and invoicing.