Travel Guide to Onboarding Resources

SPANISH SERVICES TEAM

Instructions for Accessing Language Line Solutions interpretation services :

WellMed Staff should utilize Spanish-Speaking personnel who are proficient in formal Spanish or the WellMed Team for Spanish-speaking patients, if possible. If you encounter any problems or concerns with Language Line Solutions (LLS), contact LLS Customer Service Department at (800)752-6096 Toll Free

A. Language Determination: 1. Determine what language is needed for interpretation services.

a) If language is unknown, Language Line Solutions (LLS) phone interpreter can help staff determine language needed.

B. Before you call:

1. Know what language is needed. 2. Be prepared to brief interpreter regarding the nature of the call before the interpreter speaks to the Patient or Member being called. 3. Know the Dial-out Number if needed. a) This will be used when LLS Operator is calling the Patient or Member at their home or other location. b) Be prepared to provide the LLS operator with a message to leave in case there is no answer at the Patient or Member’s number. C. Calling Language Line Solutions (LLS) 1. Dial: 877-311-7852. 2. Provide your Employee ID#. 3. You will then be asked to identify the desired language. 4. Verify Organization:

a) WellMed/United Health Group. b) Account number: 902-0209693 5. Obtain name and interpreter ID (to use in documentation).

NOTE: If staff will be requesting Dial Out, provide message to be left in case Patient or Member cannot be reached. D. Connecting the call: 1. If Dial Out to Patient or Member is needed: LLS Operator will obtain Dial Out number from staff and attempt to reach the Patient or Member. If Patient or Member is reached, operators will conference in Staff, Patient or Member, and appropriate interpreter. Call will be introduced and conversation will continue through interpreter. 2. If no answer/no machine – LLS Operator goes back and informs staff, the call is voided and noted.

APRIL 2023