We’re glad we chose Ulatus. Their commitment to understanding of the technicalities involved in ASL interpretation made a significant impact on the success of our on-demand requirement. We look forward to continued collaboration for future initiatives.
Our client is a rapidly growing organization partnering with regional and community hospital systems to solve the challenge of access to timely and quality psychiatric care for patients of any age, including pediatric. The organization provides psychiatrists 24/7/365 to effectively treat patients in any care setting.
This includes real-time mental health care consults for emergency departments, inpatient units, and outpatient settings. They also provide behavioral health unit management, scheduled integrated outpatient clinics, and collaborative care for mental health, to serve your patient population.
Client required on-demand ASL interpretation service for their mental health care solutions. Currently, client provides this service 24/7/365 days to effectively treat patients online. There are 3 difficulty levels in managing the overall operations of this demand.
The client wanted an integration within their system such that, when a request is made by a clinician post reviewing the record of the patient, they will start a Zoom meeting with the patient and the doctor. Once the call is started, the clinician may realize that an interpreter is needed, and they will initiate the request within their system with a click of a button. Our job was to create an integration such that the request reaches Ulatus and an interpreter joins the Zoom call directly.
The strong preference is for the clinician to be able to send the request for an interpreter within a press of a button from their system to Ulatus. Also, client's patients are located across the United States, including stand-alone hospitals to large hospital systems.
Every client comes with a strict timeline, and this client was no surprise for Ulatus. However, the biggest roadblock in this timeline was to manage the resources in the difficult SME for a difficult ASL service, as well as at the same time get the integrations and testing done. It demanded a strong organization having a strong in-house Project and Resource Management team along with technology team working in parallel. Getting the entire workflow system ready in itself was a project to be handled well.
In response to the client's demand, Ulatus had assigned strong leadership in project management at two levels. One was to manage the entire project of getting the technology ready as well as get resources ready for the start of the project. This project manager was responsible for bringing all the teams together and getting them trained over the entire workflow.
Secondly, the other layer of leadership was created to run the daily operations of the client's interpretation demand smoothly. They were responsible to hire, create internal documents for the team as well as take care of meeting the basic KPI's defined between Ulatus and client.
Ulatus has a huge internal technology team that continuously develops automated workflow as well as AI systems. Our DevOps team along with a business analyst had a kick-off call to understand the client’s tech and from then was in continuous touch to be able to implement the system. Ulatus has always been able to scale up in technology resources and development because of its agile project management system within the tech team. There are multiple teams working parallelly including the front-end, UX/UI, API integrations etc.
The most important step in all of this was being in touch with the client's technology team continuously and open communication. There was a clear milestone based project plan shared with the client defining the tasks to be done by Ulatus tech team and client's tech team too. This helped achieve the overall go-to-market timelines.
One of the most critical feats to achieve was having ASL experts in the field of the Psychiatric, which is a difficult SME considering the client's requirement. Our US office, along with the global talent management team, worked together to hire experts from different parts of the world. This would ensure 24/7/365 days availability of ASL experts for the client. Of course, there was a thorough interview along with a custom SME level recruitment test designed for this project. This helped the team to choose the right people for the interpretation service. Ulatus had also involved client and introduction experts with them to get them acquainted with the people they are going to work.
