Interpretation
Good morning Mr Rojas, can you please confirm your full name, DOB, and MRN?
Buenos dias Sr Rojas, me puede confirmar su nombre completo, fecha de nacimiento y número de registro/expediente medico porfavor?
What is the greeting we provide to the CLIENT when the whisper prompt says "Interpreter do not give the monitoring disclaimer on this call"?
Thank you for calling LLS, my name is ____ ID ____.
What should you do when you can't understand what the CLIENT is saying because of their accent?
You should use your interpreter tools to ask for a repetition, spelling etc to understand what the client wants to say but never tell them what the source of the problem is.
Appraiser, case worker, Fender
Appraiser: Tasador, evaluador, agente de avaluos
case worker: Trabajador de caso
Fender: Guardafango
What are examples of L5 calls?
Legal calls, Life insurance, 401 K retirement plans, and stock market and bonds
Mi nombre es Estela Castro y estoy llamando porque mi vecina me dijo que ustedes ofrecen un programa que permite pagar el mismo monto todos los meses y así en el invierno no tengo que pagar facturas tan altas.
My name is Estela Castro, and I am calling because my neighbor told me that you offer a program which allows you to pay the same amount (of money) each month so that during winter I won’t have to pay such high bills.
What are the disclaimers we provide in SPA
Saludos yo seré su intérprete el dia de hoy es un gusto servirle a usted, para efectos de entrenamiento y calidad en el servicio esta llamada puede ser monitoreada, Todo lo que se diga será interpretado y su información se mantendrá estrictamente confidencial
If the CLIENT keeps on saying that they can't hear you, should you continue troubleshooting or do you transfer the call
you should continue troubleshooting, the only reason you would transfer the call is IF and only IF the Client tells you too.
Seguimiento, # de Identificación de miembro, saldo minimo, apellido de soltera de su madre/apellido materno
Seguimiento - follow up
# de Identificación de miembro - Member ID
saldo minimo - Minimum balance
apellido de soltera de su madre/apellido materno - Mother's maiden name
what are the alert notes on the IC system for?
gives us further instructions on what to do on a call
We will give Daniel his booster shots today. He may get a low grade fever but you can give him over the counter children’s Tylenol.
Hoy le daremos/pondremos a Daniel las vacunas de refuerzo. Le puede dar un poco de fiebre pero usted le puede dar Tylenol sin receta/de venta libre para niños.
When a new party comes on the line, what should we do?
Give our disclaimers again
The client and LEP are in the same room but the client steps out without saying anything, do you hold or disconnect the call?
Hold on the line, refresh the call (look out for the alert note to see if it has a hold time limit)
air way, embrague, communicable disease, Multa(s)
airway - via(s) respitaroia(s)
embrague - clutch
communicable disease - enfermedad contagiable/transferible
Multas - Fines
What should you do when the LEP uses offensive/foul language
We should let the CLIENT know and ask if they want us to interpret it
Buenos días, señora Smith. ¿En que le puedo ayudar?
Good morning, Mrs Smith. How may I help you?
what is the medical disclaimer and how is it said?
It's a disclaimer we provide on medical calls and it's Todo lo que se diga sera interpretado y su información se mantendrá estrictamente confidencial
when you get a direct response call and when you give your greeting in SPA but you hear the LEP respond in ENG, do you stay on the line or disconnect?
you should disconnect, let the party know to continue holding on the line until the operator answers (if call ends up disconnecting to call again and to follow prompts)
(LDL-bad cholesterol), CAT scan, ATM, IUD
(LDL-bad cholesterol): Low density lipoproteins - Lipoproteínas de baja densidad
CT: Computerized Axial Tomography - Tomografia axial computarizada
ATM: Automated teller machine - cajero automatico
IUD: Intrauterine device - dispositivo intrauterino
where do we go to open IC?
Windows, client links and press IC
Yes, but let me explain the difference between the two. An HMO owns and operates medical facilities, labs and clinics. All the doctors and nurses are employees of the HMO. If you pick this one you must see doctors under HMO unless you have a life threating emergency.
Si, pero déjeme explicarle la diferencia entre los dos. Un HMO (organización para el mantenimiento de la salud) es dueño y dirige/trabaja en centros médicos, laboratorios y clínicas (propios). Todos los doctores y enfermeras son empleados del HMO(la organización para el mantenimiento de la salud) . Si usted elige este, usted tiene que visitar/ver a doctores que estén bajo el HMO (organización para el mantenimiento de la salud) al menos que usted tenga una emergencia de vida o muerte.
How do you say the Medical disclaimer in English?
There is NO medical disclaimer in English
If the CLIENT say's at the beginning of the call "Interpreter do not introduce yourself to my patient just ask her why she's here today" what will you do? Do you introduce yourself or no?
You have to give your disclaimers because it goes against HIPPA laws & as G&P says we have to introduce ourselves when a new party comes on the line
GERD, COPD, EKG, EMG
GERD: Gastroesophageal reflux disease - enfermedad por reflujo gastro-esofágico
COPD: Chronic obstructive pulmonary disease - enfermedad pulmonar obstructiva cronica
EKG: Electrocardiogram - electrocardiograma
EMG: Electromyogram - electromiograma
Role play: call comes in and says "Interpreter please answer the cll in SPA, the cller only speaks SPA. Please get the patient's name and dpt they will like to speak too and tell them to wait to be connected to the St Mary's Hospital"
Make sure to greet the call in SPA, give monitoring and medical disclaimer, ask in language the questions and then tell patient "Un momento por favor mientras somos transferidos al Hospital de St Mary's.