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19 views2 pages

PA

ns

Uploaded by

Alejandro
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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71.What does PHI mean?

Protected Health Information

72.What does IMIA stand for?

International Medical Interpreters Association

73.What does LOE stands for:

Language other than English

74.What’s CST?

Customer Success team

What are the things you will have to keep in mind when receiving a
patient line call?

R// Differences between patient line and regular calls

*When you join the session there will be no provider or operator, just
the patient. you will introduce yourself in the patient language using
the script on the screen (on the special notes)

If there are billing questions or any other information to collect, you


must ask that to the patient before dialing out

You can only dial out the number shown in the special notes, if the
patient requests you to dial another number you should be keep
transparency, letting them know we don´t have authorization to dial
any other number, and recommend them to dial themselves and ask
for an interpreter once they are on the line,

To introduce yourself to the provider or operator you must use the


scripts on the screen and keep in mind you will those
during the session

What happens if they request a family member to interpret for them?

if they request us to monitor another person who is going to be


interpreting in the session, in those cases we remind them the federal
law, section 1557 of the affordable act, that recommends using a
professional interpreter due to the nature of the session, if they insist
in using a family member or another person as the interpreter, we
kindly explain we need to end the session and tell them they can call
back if they need us, and we will be happy to assist them
27.If the provider is experiencing technical difficulties, what should
you do?

Basic Troubleshoot: refresh platform on the middle controls button

If difficulties persist offer to transfer session and

Suggest call CST using the script: “I am sorry to hear you are
experiencing difficulties. The best option is to contact our Customer
Success Team (CST). They can assist with more information or a
solution. Let me give you their number: 855-663-1231.”

create a technical report

28.If you as the interpreter are experiencing technical difficulties,


what should you do?

Basic Troubleshoot: refresh platform on the middle controls button

If difficulties persist transfer session, make an Open transfer due to


technical issues, informing both parties

create technical report

Log out from the platform

Run a speed test, if needed reboot router, and if needed contact ISP

Difference of new session transfer and new session transfer

the new session is when the provider hit the wrong language of
different gender and the open session transfer y when there is a
technical issue or an emergency

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