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What would be your closing script?
“Anything else I may assist you with?... Great! Thank you for using our services.
What would you do if the provider asked for your location?
I will explain: "I'm at a secure remote office".
What is the keypad for?
To navigate through phone menus.
What else?
Fill out an Operational Report/Technical Report.
What is your standard greeting with 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… May I introduce myself to the other party?”
Are we allow to monitor for another interpreter and if so/not why?
Due to the nature of the session and to comply with the federal laws, we are not allow.
What would you do if the provider wants a family member of the patient to interpret for them?
We explain: "Due to the nature of the session and to comply with the federal laws, we recommend using a professional interpreter". If they refuse our services, we kindly explain we cannot remain in the line to monitor another interpreter: "In this case, I must end the session. Please call us back if needed and we will be happy to assist you."
Do we always use the same script in Patient Line Call.
No, that script can change depending the healthcare facility.
What would you do if the provider insists on knowing your location?
I will explain: "I'm not able to disclose that information but you can contact our CST if you need more assistance".
Which law says that a professional interpreter must be present for LEPs in a medical encounter?
Title XI in Section 1557 of the Affordable Care Act.
What would you do if the provider told you he is having technical issues and is upset?
I will advise him to refresh the platform, if that doesn't help, I will advise them to contact CST by saying: "I apologize for the inconvenience. The best option is contact our Customer Success Team. They can assist with more information or a solution. Let me give you their phone number and their email address"
If the provider asks you to wait on the line, what script do you use?
I ask: "Would you prefer I disconnect after a specific amount of time or hold until you return?". After the provider answers I will share the information with the patient. And ask the provider if he can turn the device facing the wall.
The patient is using profanity, what ethical principle do you use?
We need to be professional; we need to be impartial to respect the autonomy of the patient and to deliver the message with accuracy.
What would you do if you had technical issues, but the provider and patient can't hear you?
I will use the Digital Whiteboard to inform both parties that I will refresh the platform. If that doesn't help, I will inform them I will transfer the call and make a Technical Report
If the provider asks you to wait on the line but steps out too quickly, what do you do?
For QA purposes, I need to ask: "Would you prefer I disconnect after a specific time or hold until you return?". I will inform the patient we will be held until the provider comes back. I will wait for 10 minutes and refresh the hold every 5 minutes. If the provider doesn't come back, I will inform the patient I will be disconnecting the call and leave an Operational Report
If the provider asks you to wait in line for 8 minutes, what do you do?
I ask the provider: "Would you prefer I disconnect after 8 minutes or hold until you return?" After the provider answers I will share the information with the patient. If the provider doesn't come back in 8 minutes I will inform the patient: "The provider requested, I disconnect after 8 minutes of holding. As soon as they are ready, they can call back, and we will be happy to assist them." I will then fill out an Operational Report
When do we make an Operational Report?
When there is a problem that concerns the users (patients and providers) for example: abuse of authority, law enforcement and even hold time
If the provider feels uncomfortable because you are repeating what the patient is saying (profanity) and asks you not to repeat it. What would you explain?
We explain that here at AMN we respect the autonomy each person has to express themselves in the way they wish. If he feels uncomfortable, we suggest the provider tell his patient to stop using that language and we can interpret it for him.
When do we make a Technical Report?
Whenever we have a technical problem on our side.
What would you do if you were having a system failure?
I will inform the provider, refresh the platform and if that doesn’t help, I will make an Open Transfer and fill out a Technical Report.
What do we do with Session Notes box that is in the left side of our platform?
Open Answer.
Why is it essential to develop cultural competence?
Because the message is not only about words but also the intent and underlying meaning. Providers rely on us to provide access to cultural nuances.
Which are CST's phone number and email address?
phone number: 855-663-1231. And their email address: lscs@amnhealthcare.com
What would you do if someone is trying to record the session?
Open answer.
What would you do if the provider is mad and requests a supervisor?
I will explain: "I apologize but I'm unable to bring a supervisor. The best option is to contact our Customer Success Team directly.