TYPE OF SESSIONS

Question 1

Name the types of sessions you will be receiving

Answer 1

-Audio sessions
-CSR sessions (a customer service representative connects you to a provider)
-Patient Line session (Patient or LEP calls directly)

Question 2

How do you know what kind of call you are receiving?

Answer 2

In the ring screen, the type of session will show up as a pop up and be color coded

Question 3

How many outbound calls can you make for a provider?

Answer 3

As many as the provider needs you to (there are no limits)

Question 4

Are you able to add people to a conference call?

Answer 4

Yes

Question 5

How many people can you add to a call?

Answer 5

You can add as many people as the system allos you to

Question 6

Are we able to dial a number using the keypad?

Answer 6

No, the keypad is NOT used for dialing a number. It is used to dial extensions or navigate through menus

Question 7

Where do you input a number for dial?

Answer 7

A phone number is input in the field next to the flag icon. Located on the session controls tab, that is on the right side of the screen. That empty field is called; KEYBOARD

Question 8

Guide me through and Outbound Call or Dial Out Call

Answer 8

1. Script: I will be happy to assist you with the call. May I please have the complete name and phone number of the parient? How would you like for me to introduce yourself? In case we get a voicemail, would you like me to leave a message and if so, what would it be?
2. On the right side in session controls on phone tab enter the number with the keyboard of your device and click on call

Question 9

What questions do you ask to place an outbound call?

Answer 9

What is the name of the person you want to contact?
What is the number of the person you want to contact?
How do I introduce yourself to the patient?
If it got to a voicemail would you leave a message and if so, what would it be?

Question 10

Do we place 911 calls?

Answer 10

We do not place 911 calls due to geo-location. We recommend clients to dial 911 from their nearest landline.
Script: I am sorry, but I am not able to dial 911 calls. To avoid further delay, I suggest that you dial your landline. I will be happy to stay on the line if you require any additional help

Question 11

What would you answer if asked where you are located?

Answer 11

I am in a safe and remote location. We have interpreter all over. Our headquarters are in Clearwater, Florida

Question 12

Steps in troubleshooting

Answer 12

• Inform the provider
• Refresh on IWS. Refresh the platform (refresh button on controls at the bottom of middle screen) during the call
  If nothing improves then:
  -Logout, reset modem, login, run a speed test
  -Reach out to IT department for assistance if nothing improves

Question 13

What would you do if there is a lot of background noise coming from the providers or LEP’s side?

Answer 13

-“This is the interpreter speaking, I hear a lot of background noise, are you able to move to a quieter space for the sake of accuracy in my rendition please?”
-“Señor/señora, ¿sería tan amable de moverse a un lugar más silencioso, por favor, para así poder lograr una mejor precisión con la interpretación. Gracias”

Question 14

Who should end the session and why?

Answer 14

The provider always ends the session. Wait for additional instructions or if there is more time required by the provider
If the provider requested me to end the call, I should make a report stating the provider’s request