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Buncombe County Medical Society WIN Interpreter Network Sustainability Project May 2009 - May 2010 Althea Gonzalez agonzalez@bcmsonline.org /666-999-1111 https://www.bcmsonline.org/win/. Outcomes as of June 20 , 2010. bcbsncfoundation.org. Anticipated vs. Actual Outcomes.

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bcbsncfoundation

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  1. Buncombe County Medical SocietyWIN Interpreter NetworkSustainability ProjectMay 2009 - May 2010Althea Gonzalezagonzalez@bcmsonline.org /666-999-1111 https://www.bcmsonline.org/win/ Outcomes as of June 20, 2010 bcbsncfoundation.org

  2. Anticipated vs. Actual Outcomes

  3. Anticipated vs. Actual Outcomes

  4. Capacity Building Project • Improve sustainability, decrease reliance on grants • Partnership with Project Access, giving away 15-30% of appointments • Consult with an expert to improve efficiency, identify potential income streams, implement best practices, realize cost savings • Form collaborations with Latino centers and community clinics in Henderson County to increase customer base, provide much-needed interpretation service to the county with the largest percentage of Latinos in WNC • Conduct a targeted outreach and marketing campaign to expand services to Henderson County bcbsncfoundation.org

  5. Outcomes • Consulted with national expert to assess operations and develop a set of recommendations which were implemented and results achieved. • Cost savings/efficiencies : Monthly billing/invoicing; No mileage interpreters; Tiered pay rate to interpreters • Increased income and reduced expenses • Created BCMS member and non-member rates • Created categories of fees (e.g. after hours) • Expanded translation by subcontracting for rare languages • Established new cost savings structure that created a net gain of $7,000 in 3 months over previous years’ profits. bcbsncfoundation.org

  6. Keys to Success • Project supports long term sustainability. • New Partnerships • Blue Ridge Community Health Services • El Centro • Park Ridge Hospital • Recruiting local Henderson interpreters • Sharing resources with other healthcare providers • Hospitals, County Health Center, County schools • Established a UNCG Pilot Certification for Interpreters bcbsncfoundation.org

  7. Lessons Learned • Run WIN as a “business” instead of “charity” • Previously terrified to lose clients and interpreters (through increased rates and reduced reimbursement) • Changing nonprofit mentality • Little changes can make a big difference • How far $5 can take you… • What is your organization doing differently as a result of this project? • Engaging patients more, improving outreach to potential donors and community partners, developing stronger relationship with clinics in neighboring counties bcbsncfoundation.org

  8. Summary of Future Plans • Next Up • WIN program maintained • Higher level of commitment from the community to provide interpreter services • Expect expanded capacity to serve non ESL patients in the community. • Future Targets • Expand to three additional counties and increase capacity of interpreters • Work with more hospitals and schools • Gain additional contracts • How We’ve Changed • We now start all of our projects with a 4-hour meeting to discuss outcomes and what spells success at the end of a project before we dive in and start the actual work bcbsncfoundation.org

  9. Photos PHOTO 1 PHOTO 2 PHOTO 3 PHOTO 4 bcbsncfoundation.org

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