Policies
Why is it important to be impartial during the session?
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. The intent of impartiality applies primarily to the content of the message.
Interpreter, state your pre-session, including the billing questions on the IWS, (Cost center/location and Patient's MRN).
Hello, my name is (...) Spanish interpreter with ID number 12345, 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 your cost center/location...
thank you for the information, now, may please have your patient's MRN?
Thank you for the information, now, may I introduce myself to the other party?
"Once granted permission, I proceed with introducing myself to the other party."
Hola, mi nombre es (...) intérprete de español con número de identificación 12345 y estoy feliz de ayudarle el día de hoy.
Para esta sesión, por favor sepa que toda la información compartida, permanecerá confidencial y que todo lo escuchado será interpretado.
The interpreter is ready to proceed.
Can you describe what's on the initial screen?
On the initial screen, we have the history tab, diagnostics tab, and settings tab.
What does LOE stand for?
Language Other than English.
Interpreter, can explain what a Patientline is, and walk me through it?
A Patientline session is when a patient calls in directly so we can connect them with the facility or provider they want to reach.
Process is:
1. I receive the call from the Ring screen
2. I read the in-session screen script in the patient's language, asking all the questions it contains.
3. I proceed to call the facility using the phone number in the session notes.
4. Once connected, I introduce the Spanish-speaking person and myself.
optimism; acceptance; resilience; gratitude and integrity
What is the script you state if asked for your location?
I am in a remote, and secured office and we have interpreters all over.
Can you describe each panel or section of IWS?
Left: Session ID number, Session details, Session notes, and facility notes if available.
Middle: session controls such as client mute, client volume bar, microphone, refresh button, digital whiteboard, collapse and expand button, change fit button, signal bars, and end session button.
Right: Billing questions, session controls (phone, transfers, add interpreter), participants, keypad, and incident reports (technical or operational).
What does IWS stand for?
Interpreter WorkStation.
1. to the right panel.
2. session controls/Transfer/New session transfer/Different gender as the reason.
3. I state my script, "I am a Male/female interpreter, but I can transfer you to a Male/female interpreter. My colleague will be right with you. One moment, please."
What is mindfulness?
It is the ability to be fully present, aware of what we think, say and do.
What are the four pieces of information you need to collect to make an outbound call?
1. Patient's name
2. patient phone number
3. If they would like to leave a message if I get a voicemail.
4. how the provider wants to be introduced
What is the keypad for?
It is to navigate through phone menus, enter prompts, and dial extension numbers.
What does IMIA stand for?
International Medical Interpreters Association.
Can you explain to me what to do when asked to dial out to contact a pharmacy, and when on the phone menu, you realize it is prompt number 3?
What I have to do is, go to the keypad, hover my mouse on the number three, and click on it.
Why is it important to take notes as an interpreter?
For the sake of accuracy, and completeness of the message. Interpreters are expected to take notes during the session.
I will ask:
Is there anything else I may assist you with?
If they say, "NO"
Great, thank you for using our service, (both working languages)
If they say, "Yes"
I stay, to further help them, whether to place a call for them or for the next patient to arrive at the office.
How do you notice if there are billing questions yet to be answered?
There is a red banner on top of the middle panel saying that there are billing questions to be answered and I will also see them at the upper right-hand corner.
What does NCIHC stand for?
National Council on Interpreting in Healthcare.
Can you give me some of the reasons for transferring a session?
1. Break/End of shift
2. Conflict of interest
3. Conscientious objection
4. Interpreter emergency, etc..
What is our scope of professional responsibility?
It is always our responsibility to ensure communication access for individuals with limited English proficiency.
As interpreters for AMN healthcare, we are committed to interpreting all scenarios equally without judging or prejudice.
Respect every person has the right to participate in their healthcare and will not take any steps to deny them that right, including rejecting, disconnecting or otherwise tampering with the session.
Interpreter, what's the script you follow when asked to handle a 911 call scenario?
I am sorry, but I am not able to dial 911 calls. To void further delay, I suggest that you dial from your landline, and I will be happy to stay on the line if you require any additional help.
Can you explain to me where to go to, to transfer the session so a CSR can identify the patient's language?
I need to go to the right panel, under session control I will go to transfers, to new session transfer, and right at the bottom there will be a button saying "Audio language (Operator)".
What does MRN stand for?
Medical Record Number.
Are we able to add another interpreter to our sessions?
No, only CST can and ASL interpreters.