Breaking the Clock on Medical Interpretation
“We call an interpreter over the phone for the beginning part of the visit, but since that service charges by the minute we can’t have the interpreter on the phone for the whole time. The rest of the exam we have to manage to the best of our abilities without an interpreter. It’s definitely a tough situation to navigate.”
That single account from a local optometry clinic captures what’s fundamentally broken in medical interpretation today. Beyond high costs, the problem runs deeper. The traditional per-minute billing model itself stands in the way of proper patient care.
The Real Cost of Per-Minute Interpretation
Working with healthcare teams across the country, we’ve seen how per-minute billing quietly shapes daily decisions and compromises patient experience. It creates invisible pressure to move faster, speak less, and choose convenience over clarity.
Here’s what that looks like in practice:
- Staff rushing through vital conversations to keep costs down.
- Facilities paying for “dead time” while waiting for interpreters to connect.
- The meter running during chart reviews or examination silences.
- Teams skipping interpretation for quick but essential follow-ups.
- Unpredictable monthly bills as patient needs fluctuate.
Some organizations try to adapt by setting audio as the default, enforcing strict hang-up policies, or turning to cheaper vendors. Others rely on bilingual staff or family members—well-meaning but often unqualified interpreters. These strategies may save money on paper, but they rarely improve communication or outcomes.
Consider a typical visit: you’re billed for the quiet moments, the waiting time, and even the seconds spent pulling up patient records. That’s not sustainable healthcare.
A Simpler Way to Provide Access
We decided to do something different. Instead of charging by the minute, we built a model around access—not time.
Our approach replaces unpredictable billing with a fixed annual subscription that includes unlimited interpretation. On average, this model cuts costs by about 70% compared to traditional services, while eliminating the anxiety that comes from watching the clock.
With predictable annual pricing, healthcare providers can focus on what truly matters—clear communication and quality care. No more tracking usage or explaining fluctuating invoices. Just one consistent cost that covers every patient interaction, every day.
This structure also shifts the mindset from underutilization to open access. When interpretation no longer feels expensive, everyone uses it. Receptionists, nurses, billing coordinators—all can connect with patients confidently, without hesitation.
Our Belief
Innovation isn’t only about technology. Sometimes, changing the pricing model creates just as much impact.
The per-minute system doesn’t just strain budgets—it restricts care. True interpretation should expand access, not limit it. It should be as available and barrier-free as the service it supports.
No more rushing. No more counting minutes. No more choosing between cost and compassion.
This is what happens when healthcare communication is built around trust, not timers.
✅ Key Takeaways for CMOs
- Per-minute billing creates hidden compliance and care risks. Time-based interpretation models discourage complete communication, increasing liability under Title VI and Section 1557 of the ACA.
- Unpredictable costs erode operational efficiency. Minute-by-minute interpretation leads to fluctuating monthly invoices, making budget forecasting difficult for CFOs and COOs.
- Fixed-access models strengthen patient safety and ROI. Subscription-based interpretation eliminates billing anxiety, encourages full communication, and reduces average interpretation costs by up to 70%.
- Access-driven models enhance staff engagement and patient trust. When interpretation feels “free to use,” care teams communicate more effectively—improving patient satisfaction scores and compliance outcomes.
