Travel Guide to Onboarding Resources

SPANISH SERVICES TEAM

3. If answering machine on – LLS Operator/Interpreter will leave appropriate message or go back to staff for message content. 4. If Patient or Member is already on the line, Language Line Solutions (LLS) operator will conference staff in with the appropriate interpreter. Staff will provide a brief explanation to interpreter regarding the nature of the call and then conference in the Patient or Member to continue the conversation through the interpreter. E. Starting the call: a) Ask interpreter to notify Patient or Member the call is being conducted with the assistance of an interpreter. Obtain permission from Patient or Member (through interpreter) to utilize interpreter during the call. Document call reference number in contact note. F. During the call: 1. Speak in short phrases and pause to allow interpreter to interpret and the Patient or Member to respond. 2. Ask questions in first person. Ex: “Can you verify your name and date of birth” vs. asking interpreter “can you ask them for their name and date of birth”. 3. Check for understanding by the Patient or Member throughout the call. Ex: “Mr. Smith, are you still feeling comfortable with the interpretation services?” G. Ending the call: 1. Before ending the call, ensure that the interpreter and Patient or Member know the session is about to end. 2. Provide proper closing to Patient or Member. 3. Thank interpreter for their services after Patient or Member has disconnected the call. H. Documenting the call: 1. At the beginning of your patient notes, note that the call was facilitated by an interpreter, specify language needed, and note the interpreter name/ID number. Also notate that Patient or Member gave consent to use an interpreter during the call.

January 17, 2017 WellMed Compliance

APRIL 2023