MHMS
What is the first thing we verify when an individual wants to become an interpreter
Do they have BTG or national certification to be a medical interpreter/ LPA
What are the 3 models of equipment that we have
Listen tech
Willam Sound PA
William Sound PPA
What are the two email DPS uses to request their appointments
multicultural and interpretations
how do they request their appointments
UCH portal
How do they request their appointments?
Fax
You receive a call from an interpreter, canceling their appointment that is 30 minutes for Arabic, what do you do?
1. See if there is anyway they can keep the appt
2. Check the Arabic appointments that we have scheduled and see if any interpreter is nearby and can head over there
3. Call interpreters that aren't on the schedule to see if anyone can take it
Difference between receiver and transmitter
receiver: the people can listen to interpreter here
transmitter: interpreter uses this to transmit message
what do we put in the Ref ID
Job #
Main contacts of UCH
Chere, Grace, Norma
Can requestors request over the phone
Yes but they need to send a fax the assignment
A client just called you to let you know that they found a folder in the bathroom with over 20 assignment sheets for our spanish interpreter Maria, what do you?
1. Apologize to the client, let them know that we take HIPPA very seriously and that we will make sure this never happens again
2. Let interpreter know
3. give them 1 chance to redeem themselves, if they do this again, take a break from them
what are the 3 of the pre-set channels on Listen tech (remember there are 6
72.1, 72.5, 72.9, 74.7, 75.4, 75.9
What does it mean when the location is red when you import the DPS appointments?
•It’s spelled different incorrectly
•It doesn’t exist in our system
•They misspelled the location
What do you do if they have the arrival time as 9:00 am but in the notes it says CHECK IN time 8:30
Change arrival time to 8:30
How to do confirm a cancelation
via email, sending it to Tomy, use same confirmation template
A client called to day that an interpreter late to their 9:30 appointment, you call the interpreter and they said they over-slept and are 15 minutes away. What do you do?
1. Apologize and let them know that we ensure that we provide the best services, which includes being on time
2. Let interpreter know that this is unacceptable and that they should be letting us know before the client calls us.
3. make note in I/C profile
What is the difference between the Listen tech and William Sound?
Listen tech you can alter and modify frequency William sound you cannot
What does it mean when there are multiple "multicultural" emails for one request
they want multiple interpreters of one language there (most likely support)
Is UCH flexible with appointments going over the contract time?
NO
PACU
Blood work
Xray
paperwork
What do you do if you receive a cancelation via fax that does not exist in Filemaker
We probably didn't receive the request, need to enter it into the system and cancel it
An interpreter says they are schedule for an appointment, the patient is their cousin. What do you do?
We must remove them from the appointment immediately and find another interpreter, this would be a conflict on interest.
What happens if a client asks for 400 receivers and we have 350 at the office BUT 100 of those 350 are being used by another client?
Let them know how many pieces we have which is 250 and see if they are okay with using that
What do you do if the number of participants is different from the number of units they are asking for
Go based on the number of units they request
What do you do if UCH is closed an interpreter is using for extra time
Depends on the appointment if it is the 4 things that interpreters cannot go over, we cannot approve extra time if it is a serious matter we can extend by 30 mins
How do we get replacements
call Tomy