Foreign Language Line Review Activity

Voiance Line

100

This the number to the Voiance Language Line

855-680-1056

200

This is the HCPR Pin for Voiance Language Line

4863

300

If we're unsure of the accent or language the caller is speaking, we can state this at the language prompt when using Voiance.

Help or Customer Service

Interpreters

100

This is the annual fee for Interpreter services?

$0

200

Before reaching the interpreter, this is what we'll say to do our best to convey 1 moment please in Turkish

Lute-fan-beck-leen

300

This is 1 important point when working with an interpreter.

• • Allow the interpreter to greet you and to provide an interpreter ID number.
• • Provide the interpreter with a brief explanation of the call.
• • Allow the interpreter to introduce him/herself to the customer.
• • Use short but complete phrases as interpreter needs to process two languages.
• • Speak in the first person (e.g "I", "me", "you").
• • Avoid slang, jargon or metaphors.
• • Allow the interpreter to clarify linguistic and cultural issues.
• • Be patient. The interpreter is there to help.

Spanish Speaking

100

True or False: Spanish speaking callers should be connected with Spanish speaking interpreters through the Voiance Language line only.

False

200

Members with limited English proficiency that speak Spanish are transferred to this internal phone extension for HCPR Spanish speakers.

1321390

Call Transfers

100

True or False: When interpreters are on the call, and a member needs to be transferred, another interpreter must be called by the agent for the new department accepting the call.

False

CMS Requirements

100

We must inform callers of the following in relation to interpreter services

Interpreter services are offered as a free service, through Humana, to all non-English speaking callers and callers with limited English proficiency, per CMS regulation.

200

True or False: Quality may down score our call grade if we do not mention our Important message for interpreter services.

True