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what information do you need to help a PCP to contact a patient?
patient's name
Patient's phone number
message in case I get a voicemail
how the provider would like to be introduced.
what is IWS?
Interpreter workstation
What are the two pieces of information that we give the provider when they want to contact a supervisor?
we provide the CST phone number: 855-663-1231
and also, their email address: lscs@amnhealthcare.com
how do you end a regular session?
“Anything else I may assist you with?...
Great! Thank you for using our services.
Close the session with the patient as well
What does IMIA stand for?
International Medical Interpreters Association
Why is it important to be self-aware of your own culture and other cultures?
Communication is not just about words; it is also about the intention of the messages or underlining meaning. We interpret meaning by meaning, taking into consideration the cultural differences, perspectives and alternate views in healthcare.
Providers rely on us to provide access to cultural nuances
What are you going to do if a patient speaks using foul language?
At AMN we prioritize conveying the message faithfully, even if it includes profanity, we respect the autonomy of each participant in the session and their right to speak for themselves. The message is rendered accurately and completely
If the provider is shocked, we explain: “the interpreter is interpreting exactly what is heard” “the interpreter is repeating what you patient is saying”
Can you state your 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?”
Then proceed to introduce yourself to the patient in their language
Who is responsible for ending the session?
The Provider… However, we can end the session in case the provider requests us, or we can do it in case the provider didn’t do it
What does LOE stands for:
Language other than English
What is the importance of notetaking as a medical interpreter?
For the sake of accuracy, and completeness of the message. Interpreters are expected to take notes during the session.
Why do you have to be impartial?
Interpreters do not judge the content of the message to make decisions about what should be transmitted or not or how it should be transmitted.
Where do you go in IWS to dial out, walk me through?
After collecting the information, On the right section, under “sessions controls, on the phone tab, you´ll see a “box” next to the US flag, a blank space where you can type the number with the keyboard
What could you do if the patient is crying?
Keep a professional demeanor and maintain impartiality. Be empathetic; keep interpreting, if possible, and maintain transparency by letting the provider know the situation. Continue interpreting accurately once the patient is ready.
What’s CST?
Customer Success team
Why is it that as a medical interpreter you have to guarantee confidentiality?
Protect PHI (Protected Health Information)
Remain HIPAA complain
Honor privacy of the patient
What is transparency?
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
What are the types of transfer available?
Direct transfer
Open transfer
New session transfer
"What would you do if the provider asked, 'Interpreter, I'm learning Spanish and would like to try communicating directly with the patient. Could you stay to assist if needed?'"
We do not refuse services, we are able to remain in the line, to support them if the provider requests us to stay in case they need us, we pay close attention, we stay tune with the interaction, taking notes, ready to jump in whenever they need us, we can intervene if we notice the communication is not being effective.
What would you do when asked to dial 911?
Due to geolocation, I can´t dial for you, I recommend you dial 911 from the closes land line and I can assist you with the interpretation, or you can request for an interpreter on the line
Where’s the status option located?
Upper right corner in IWS
What do you do if a provider's colleague wants to interpret the session?
“This is the interpreter speaking. Before we begin, may I ask who will be responsible for interpreting this session?”
If a participant prefers for someone else to interpret and requests that we remain on the line to “monitor” them, we explain to both in English and the patient’s language that: “Due to the nature of the session and to comply with the federal laws [Section 1557 of the Affordable Care Act], I recommend using a professional interpreter. I am happy to assist you with this session.”
If a participant refuses, we kindly explain to both the patient and the provider that we unfortunately cannot remain on the line to monitor someone else.
“I understand. In this case, I must end the session. Please call us back if needed. We are happy to assist you!”
What is a patient line session?
It is when a patient connects with an interpreter who will then help him to contact the facility or provider and interpret for them.
What does PHI mean?
Protected Health Information
If you are making calls for provider how do you enter proms, like 0
The keypad is to navigate phone menus or extensions, to enter prompts