The Language Access Center for Excellence

Like all healthcare organizations, you face increasingly diverse language barriers on a daily basis

Ever increasingly stringent legal and regulatory requirements can make it challenging for busy administrators to keep up and ensure their organization is effective in providing communication for limited English speaking patients and families as well as the Deaf and Hard-of Hearing while managing both costs and efficiencies,

As a Language Line Services customer, or, if you are thinking about becoming one, you will find that one of the great values and added benefits is being able to tap into our talent pool of subject matter experts (SME) in the field of language access in healthcare.

The "Language Access Center for Excellence" consultants cover a broad variety of expertise...

Ranging from legal and regulatory compliance, implementation and training, advocacy and lobbying, models and best practices, incorporating technology into a language access program and cost benefits and utilization. Language Line Services has spent a great deal of time identifying and investing in the best of the best…but we don’t want to keep that our best kept secret.

From a patient standpoint, it gives you an edge because you can tap into this group of SMEs free of charge or at a minimal fee.

The group will also interact with our Healthcare User Group (HUG) and Global Advisory Council (GAC) and are frequent speakers at conference and events, constantly engaging with stakeholders and staying informed with the most current trends and practices

Speakers of the "Language Access Center for Excellence":

Louis F. Provenzano, Jr.

President & CEO, Language Line Services
Location: New York, NY and Monterey, CA
Topics: Interpreting the Difference, Implementing a Language Access Program, Reimbursement, Lobbying and Advocacy

Louis is responsible for Language Line Services’ world-wide operations. He is co-founder of the National Board of Certification for Medical Interpreters (NBCMI) (www.certifiedmedicalinterpreters.org), the first and most comprehensive national medical interpreter certification program. He is the recipient of the prestigious "IMIA Raquel Cashman Award" for his contributions to advancing the profession of medical interpretation.

Jeanette Anders

Manager of Healthcare Strategic Initiatives, Language Line Services
Location: Tucson AZ
Topics: Stakeholder Relations, Compliance

Born in the United Kingdom, and previously resided in Europe (Italy and Germany), Ms. Anders has been involved both with the international community and within the US healthcare as a consultant and advocate for language access since her immigration to the US in 1987. Jeanette’s background includes in-depth familiarity of the conception, development and execution of linguistic and cultural access programs within healthcare organizations as well as business development working with a number of healthcare industry partners.

Oscar Arocha

Senior Executive, Global Strategic Initiatives, Language Line Services
Location: Miami, FL
Topics: Patient-Centered Care Technology and Language Program Operations

Previously the director of the largest and oldest interpreter services department in the United States, Oscar oversaw nearly 200,000 interpreter requests per year. Boston Medical Center became the epicenter for advances in the delivery of care to limited-English speaking patients and a bellwether for the latest technologies available to the industry under his leadership.

Joseph R. Betancourt, MD, MPH

Co-Founder, QualityInteractions.org
Location: Boston, MA
Topics: Cross-cultural medical training; Improving health care to diverse patient populations; Eliminating health disparities

Dr. Betancourt is the Director of a center focused on eliminating disparities within the Institute for Health Policy at Massachusetts General Hospital (MGH). He also serves as Director for Multicultural Education at MGH, where he is a practicing Internist. As an Associate Professor of Medicine at Harvard Medical School, Dr. Betancourt also teaches cross-cultural medicine to medical students and residents.

Martin Conroy

Senior Manager for Public Sector Programs, Language Line Services
Location: Albany, NY
Topics: Government Affairs, State Regulations, Compliance

Martin Conroy is the former Director of the Division of Acute & Primary Care Services with the New York State Department of Health with over 37 years of public service for the State. He focused primarily on health and social services issues and was responsible for regulatory oversight of all NYS hospitals and diagnostic and treatment centers to ensure they operate in compliance with the Public Health Law and appropriate Department Regulations.

Danyune Geertsen

Director of Interpreter Training and Quality, Language Line Services
Location: Monterey, CA
Topics: Interpreter Competency Testing, Training, Certification

A professional interpreter and trainer for 20 years, Danyune Geertsen has extensive experience in interpreter training and testing. She has an M.A. degree in International Relations from the University of Oregon and received her Certificate in Training from the University of California, Santa Cruz. She has been a presenter at numerous interpreter conferences, including the IMIA annual conferences, the Critical Link Conference, and the American Translators Association Conference. Danyune has been an active member of the National Council on Interpreting in Healthcare (NCIHC) and the Interpretation Subcommittee of the American Society for Testing and Materials (ASTM) International.

Douglas Green

Senior Manager, Healthcare Solutions, Language Line Services
Location: Houston, TX
Topics: Utilization/Cost Efficiency Models

A trusted consultant on language access and organizational compliance with Joint Commission, state, and federal regulations for healthcare organizations, Doug has spent much of the last eight years championing the cause of quality and accessible healthcare for limited-English speaking patients. He developed the business case for language access in healthcare and has been repeatedly called upon to speak on the economics of language access, including providing expert witness testimony before the Texas Senate Committee on Health and Human Services.

Deborah Yvette Moore

Consultant, Member of American College of Healthcare Executives
Location: Dallas, TX
Topics: Patient-Centered Care, Consumer Advocacy and Language Program Operations

A lifelong advocate of patient rights, Ms. Moore served 32 years as manager of the Parkland Health and Hospital System, 29 of those years in the Patient Relations Department where she managed the patient advocates, the language assistant/patient relations representatives, and maintained the tele-interpreting program. Ms. Moore has a background in nursing and education, and is currently completing her Doctorate in Education: Administration and Teacher Learning. She is a member of the Society for Healthcare Consumer Advocacy (SHCA).

Lourdes (Lulu) Sanchez

Senior Manager, Customer Experience, Language Line Services
Location: Boston, MA
Topics: Language Access Implementation, Cultural & Linguistic Training & Awareness

Professional interpreter and former Director of Interpreter Standards, Culturally Linguistically Appropriate Services Office at New York City's Health and Hospitals Corporation, Lulu Sanchez has also served in executive positions at Boston Medical Center and Massachusetts General Hospital. Lulu develops project plans to implement language services in hospital systems throughout the US. She also designs training plans for new and existing Language Line Services customers, as well as participates in the development of new healthcare-related products and services for our customers.

Tap into Consultative experts that can provide advice on a number of issues facing providers today.

Consider us a complementary expansion of your own resources

Improve efficiency & productivity through the advise & use of SMEs
Participate in pilots
Significant value add
Reduce consultant costs
Resource for your own language access customer task force
Educational sessions, grand rounds, forums etc.
Speakers at national and international conferences
Onsite seminars or online webinars

Speaker Fees

For Language Line Services customers, there is no charge. For the good of the profession, there may also be no charge for other conferences, partners, not-for-profit associations and other stakeholders.

In other situations their may be an honorarium based on the location, event and the required preparation time. All costs (if any) will be disclosed in writing following receipt of your Speaker Request.

If cancellations are made under two weeks of the event, cancellation fees may apply.