Wednesday, May 21, 2014 • 11:30am – 12:30pm

Breakout Session

Driving Up Interpreter Service Utilization Through a Customer-Focused In-Service Model

Dan Gatti

Stratus Video Interpreting

Michelle Scott

Voices for Health

This roundtable discussion will be particularly geared toward providers of over-the-phone and video-remote-interpreting services and will address the impact that a quality customer-focused, in-service program can have on a Language Service Company’s bottom line and business model.
The goal of the proposed roundtable is to share case studies on existing models and elicit new ideas on ways to build an in-service program that will:

  1. Improve the end-user’s efficiency 
  2. Drive up customer satisfaction 
  3. Increase the end-user’s utilization of interpreter services 
  4. Collect feedback for quality improvement opportunities 
  5. Engage with end-users to build relationships and strengthen loyalty
 

 
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Dan Gatti serves as vice president of business development for Stratus Video, providing on-demand interpreting within 30 seconds from a cloud infrastructure.

He serves as executive director of Health Cloud Solutions, a unique organization focused on providing the latest information about technology and the impact on healthcare. Dan is managing partner of Innovative Capital Ventures and has served as CEO of several technology companies. Innovative Capital Ventures is focused on helping companies find alternative development opportunities through unique and creative approaches. The company’s areas of expertise include information technology, green data centers, big data analytics, cloud computing, and healthcare solutions.

He was a venture partner at ArrowPath in Silicon Valley and raised more than $150 million as president and CEO of several venture-backed companies, including OnSite Systems, BigBangwidth, and Mayan Networks.

Dan has a B.A. from Fairfield University and completed the executive MBA program at the Harvard Advanced Business School.


Michelle Scott is a multilingual registered nurse and founder of Voices For Health, Inc. (est. 1997), a small business with offices in Michigan and California. In addition to the administrative tasks of growing this language agency from a local leader to a nationally recognized venture, she has experience in medical interpreting, translation project management, interpreter training, and multilingual research projects. She has bachelor’s degrees in Spanish and nursing and a master’s degree in medical anthropology—all from Michigan State University. Currently, she is working to develop video content for VoicesAcademy.com, a new virtual conference website providing relevant preparation for language accommodation to linguists and healthcare providers.