ACRONYMS
CST
Customer success team
Standard greeting
Hello! My name is [name], [language], interpreter ID [interpreter number], and I
am happy to assist you today.”
“For this session, please know that all information shared will remain
confidential, and everything heard will be interpreted. May I introduce myself to
the other party?”
What is Impartiality and autonomy?
It means we respect the autonomy of each party in the session and their right to
speak for themselves in the manner they wish to speak to each other be fair,
unbiased and objective
What tabs do you see in the main screen or initial screen?
History, Diagnostics and settings
How would you know there are billing questions that need to be
answered?
A Red banner appear above middle screen, notifying us there are billing
questions to collect, also you will see a yellow exclamation sign next to the
Billing Questions tab
LOE & LEP
Language Other Than English & Limited English Proficient
If provider asks for your location? include email and number.
I am in a secure remote location, but we have interpreters all over
or
If they insist, use the script: I apologize; I’m not allowed to disclose that
information. If you need more information, the best option is to contact our
Customer Success Team directly. Their phone number is 855-663-1231/ their
email address is lscs@amnhealthcare.com
What is transparency?
Standard of practice: The principle that during the encounter the interpreter
informs all parties of any action he or she takes, including speaking for him- or
herself, outside of direct interpreting. Involves being open and honest about
your actions, notifying the provider about any issues insuring clear
communications throughout session
How do you sign in?
Go to Google Chrome browser
Type sven.stratusvideo.com/iws
Enter your credentials
Check camera preview
Sign in
Once log in; check permissions (Media check) (camera, microphone,
notifications),
In diagnostics run speed test
Change status bar to “available”
What would you do if the provider doesn´t want to answer the
billing questions?/what would you do if the client is hesitant?
Explain: “This information has been requested by your internal billing
department for verification purposes
If they still refuse, check “client refuse” box, submit answer and continue with
the session
IWS & PHI
Interpreters workstation
if a provider asks for how much we are getting
paid?
That is considered proprietary information so I could state, If they request
personal o proprietary information we could state: I apologize; I’m unaware of
[describe the request]/ I do not have that information. The best option is to
contact our Customer Success Team directly. Their phone number is 855-663-
1231/ their email address is lscs@amnhealthcare.com
What is a refugee?
Any person who owing to well-founded fear of being persecuted for reasons of
race, religion, nationality, membership of a particular social group or political
opinion, is outside the country of his nationality and is unable or, owing to such
fear, is unwilling to avail himself of the protection of that country
TRUE or FALSE
To create a report you go to Settings on the upper right corner, than History, than create report.
FALSE!
GO to the History directly and create a report.
You should ALWAYS leave billing info in your session notes. TRUE OR FALSE?
FASLSE!
You should NEVER add PHI, billing info, personal information to session notes.
NCIHC
National Council of Interpreting in Health Care
How do you ask billing questions?
Hello! My name is [name], [language], interpreter ID [interpreter number], and I
am happy to assist you today.”
“For this session, please know that all information shared will remain
confidential, and everything heard will be interpreted.
Before we begin, I am required to collect some basic information. May I please
have… [read billing questions]?”
After collecting billing questions: May I introduce myself to the other party?”
Then proceed to introduce yourself to the patient in their language
5 examples of situations in which the interpreter must
maintain transparency.
Repetition
Clarifications
Verification
Side conversations
Transfers
Waiting time/hold policy
Law enforcement session
Walk me through how you are going to transfer a session
Maintain transparency using the script to let both parties know we are going to
transfer the session
Go to the right section, under session controls, transfer session tab
Select type of transfer (whether open or new), Create new request, select
reason to
How do you ask billing questions?
Hello! My name is [name], [language], interpreter ID [interpreter number], and I
am happy to assist you today.”
“For this session, please know that all information shared will remain
confidential, and everything heard will be interpreted.
Before we begin, I am required to collect some basic information. May I please
have… [read billing questions]?”
After collecting billing questions: May I introduce myself to the other party?”
Then proceed to introduce yourself to the patient in their language
IMIA
International Medical Interpreters Association
when it comes to a law
enforcement call/scenario?
Be Transparent
To the officer “Before I proceed, I am required to determine hospital policy
on interpreting for law enforcement. Just one moment please.”
Obtain Permission from Medical Personnel
To the provider: “This is the interpreter speaking. I am required to ask
whether your facility grants interpreters permission to interpret for law
enforcement professionals?”
Proceed Accordingly
If yes: to the provider “Great. Before I proceed, may I please have your
name and position for the record?” (create an operational report)
Then to the officer: standard greeting
If no: “I understand. Thank you for the clarification.”
Then to the officer “Unfortunately, in accordance with the facility policy, I am
not allowed to interpret this interaction. You’ll need to contact a local
interpreter. If you have any further questions or need assistance, please
contact the onsite language access coordinator.”
Name all practices when interpreting for a refugee
a. reassure confidentiality
b. set clear expectations
c. maintain transparency
d. trust the provider
e. debrief after difficult sessions
f. inform provider of concerns
g. provide contextual or cultural information when necessary
How is your in-session screen divided? And what options do you
find in each panel?
Left section/panel:
Session ID
Details: call info location
session notes/facility notes
Center section/panel:
Self-view
Provider/patient view
Middle controls:
Volume
Microphone
Privacy Screen (can turn off our screen)
Refresh Button (initiate basic troubleshooting or refresh our screen)
Digital Whiteboard (Allow to display a message from our side to the
Patient/Provider Screen)
Collapse (Automatically collapse both Left and Right Section at the same
time)
Change Fit (Change the size of our self-view screen)
Signal Bars (shows our internet connectivity percent)
End Button (Disconnect the call)
Right section/panel:
Notifications action status,
Billing questions
Session controls
Participants (Number of participants in the session call, active participants or
use it to disconnect participants from a session)
Name some examples of billing questions that may appear.
Location
MRN
Session code
EMR
Location
Address
Patient´s first and last name
Patient´s Date of Birth