MHMS
How should everyone be answering the phones?
MH Multilingual Services this is ..... How may I assist you?
How do you create a new ticket
What is our ring policy (What is the max amount of rings the phones should do before answering the phone?)
2
What does LEP stand for?
Limited English Proficiency
Why do we schedule Spanish differently?
Because we have more S. interpreters and we receive a lot more requests
You receive an appointment for Cambodian for Sunday June 6th, you have only 2 interpreters one is on vacation until July and the other one says she has a full time job. What do you do?
first update supervisor and then call the client and let them know you are unable to cover
How do you generate the navigation the toolbar
two ways:
click on "view" then select status toolbar
or
click right click on the gray area on the top and select Icon and text
Today is May 31 it's 4:15pm and National Jewish calls to cancel the following appointments;
Nepali on June 3 @ 8:00am
Somali on June 4 @ 8:30am
Tagalog on June 5 @ 2:00pm
Per MHMS cancellation policy, what do you do?
Nepali: late cancel & interpreter gets paid
Somali: late cancel & interpreter does not get paid
Tagalog: regular cancel & interpreter does not get paid.
You are covering appointments & you come across an appointment KP called in to schedule the name says Maria Guzman and for Vietnamese. It seems odd, what do you do?
1. check FM to see if we have ever provided services for this LEP, (by name and KP ID)
2. call KP and verify
What is the policy for interpreters: being alone in the room with a patient
they should NEVR be alone
You call an interpreter to cover an appointment that is 5 hours. They say they will only take the appointment, if: They receive travel time, mileage, and a 2 hour minimum
Must refer with Pilar to make sure that we are able to do that. Also, remind them the appointment is 5 hours so they would be getting a lot of hours
When you receive a "same day request" what two areas do you select in the ticket?
Same day on top and create new note with subject as same day
You are working on covering appointments for Russian, you are really struggling to cover one on Aug 3rd because all of your Russian interpreters are already booked with us. It is May 31 today. What do you do?
because these interpreters are booked, I will wait and continue asking them through out the month to see if their schedules have changed
NJH sent an ineligible fax, you call the number to get help but they aren't able to help you, what do you do?
Call Tomy
you receive a call from one of our senior spanish interpreters Andrew, he's extremely upset b.c he's heard that other interpreters are getting more hours than him. What do you do?
1. Hear him out and tell him you understand his frusterations
2. tell him we try to be fair with everyone when it comes to distributing hours
3. It's extremely unprofessional to be comparing hours and to please share the names of the interpreters sharing this info
An interpreter calls and says they want to talk toyour coworker "nathalie" but you see she's on very important phone call. The interpreter says they just want to go over appointments, this isn't your language and they keep saying they want to talk to her. What do you do?
Let them know Nathalie is in a meeting or is on a very important phone call, you don't know when she will be getting off, you know you don't usually work with her languages but you would love to help out and offer them the appointments
You received a cancelation from UCH they want to cancel an appointment on Tuesday June 4th at 8:00 AM for Somali, our interpreter Firdowsa is assigned. Based on our policy, how would you cancel this?
Change the status to Late Cancel <48, email/text Firdowsa that it has been canceled and change the interpreter name to "MHMS"
We still bill UCH but interpreter does not get paid
Its 4:51pm, you need to clock out by 5:00pm. You were just told by Zach that he just entered a request for tomorrow at 2:30pm for Kaiser. They need to know asap whether or not we can cover their request. Kaiser closes at 5pm. You try calling your interpreters but no one is answering, you have left voicemails and text messages to three of them. It is now 5:02pm, what do you do?
Call the requestor, if they don't answer- leave them a voicemail. In the voicemail it should sound like this "Hello, you placed a request with us at 4:51 for tomorrow and we have called of our interpreters and we are waiting for their responses, we will let you know you first thing in the morning if we are able to cover the request" please add a note to the ticket that you are waiting on interpreters, you would then email the coordinators that get here first and the person who is on call of what you want to do & to call KP in the morning
they wants a spanish interpreter who's first language was English
An interpreter calls to ask if they can use our own equipment for their own use with a different agency, what do you do?
Let them know that they are not allowed to do that. When we send out equipment, our clients pay a fee.
An interpreter wants to know the process on how to apply and sign up for BTG. She also wants to know what BTG offers, pretend you're on the phone with her what would you say?
This is a 64 hour training the dates are... whatever dates we have on the website. It's $799 Goes over interpreting skills, code of ethics, modes of interpreting. You must also take an LPA and pass with at least a B (80%) once you pass the LPA you need to pay the deposit to reserve your seat and to order your books as well etc...
You decide tocheck for duplicates for the next couple of days. You search and find that we have booked both Faduma & Firdowsa for two different children who have the same last name, whose appointments are in the same building, just different departments, one starts at 9am and it is for 1hr duration and the other appointment is at 9:45am also for 1hr. What do you do?
Call client to verify if they are siblings, if they are combine both tickets to the first one that was to start at 9:00, change second ticket to appointment combined. See if the interpreter for the 9:00 am can extend her time ti 10:45 and cancel the other interpreter
How do we request an LPA
Email Rozet & testing@languagestat.com provide, first/last name, phone number, email, and language
An interpreter calls to say that the therapist for RMHS isn't there for their 4:00 PM appointment it is 4:15, what do you do?
have them wait outside and what 15 more minutes. Call treapist to see where she's at.
An interpreter calls you to tell you that their appointment ended early with RMHS, you check FM and you don't have the appointment in there. When you ask how they knew about the appointment, they say they decided to be proactive and schedule this with the therapist on their own. What do you do?
Let them know that you need to talk to pilar about this but we cannot guarantee payment as the client didn't schedule it through us. Also, let the interpreter know that doing this is extremely unacceptable, to never do this again