3 RAZONES PARA CST NUMBER:

1-dificultades y necesita ayuda y solucion-cliente

2-hablar con mi supervisor- no disponible y número

3-Pregunta acerca de empresa y servicios

Would u like me to hold for 5 minutes or until u call back?

siempre se pregunta

si me dicen brb o alguien va a regresar- SIEMPRE PREGUNTAR!!!!!!!

1. pregunto y no hay nadie: espero 5 minutos!!!! avisar LEP !!!!

2. si me dicen el tiempo( 15...) Si me dicen wait for me: 15 MINUTOS MÁXIMOOOOO!

3. si me dicen 30 minutos o más, recomendar que vuelvan a llamar. IN THAT CASE I

RECOMMEND U 2 CALL BACK WHN U READY TO CONTINUE!!!!

SIEMPRE PREGUNTAR SI ESCUCHO VOCES.

SESSION NUMBER TOP, BELOWE DETAILS OF SESSION,

SESSION NOTES

MEDIO:

VOLUME BUTTON , IF CLICKED MUTE THE OTHER PARTY

ARROW: REFRESH SESSION ONLY IF

BARRA, 100% ES EL NIVEL DE LA CONEXIÓN CON EL CLIENTE (leve lof conecction between me
and the other end)

I CAN END THE SESSION BUT ONLY!!! IF I HAVE ASKED FOR PERMISSION FIRST.

POST WORK SESSION: ADITIONAL TIME TO COMPLETE

2 TYPES OF INCIDENTS

OPERATIONAL : INCIDENT DURING SESSION

TECHNICAL : TECHNICAL ISSUES THAT AFFECTS THE QUALITY OF THE SESSION

Los reportes se pueden hacer durante y después de la sesión

PHI AND BILLING INFO- no puede ser escrita en notas

 TELEHEALTH SESSION : When doctors is not in his office and calls us to provide interpretation
services

1. What are the different statuses on the platform we are allowed to use?

Available, Break, Lunch, and Post session work

2. We have three types of audio sessions. What are those?

Provider, CSR, patient.

3. Who is able to use the session notes?

CSR and interpreter.

4. What is the information We are not allowed to enter in the session notes?

PHI (Protected Health Information) and Billing information

5. If the client does not answer the billing questions, are we allowed to continue with the
session?

Yes, because we never refuse service.

6. What are the questions that we have to ask the client whenever we do an outbound
call?

The name of the patient, number of the patient, how would you like to be introduced, in case
of a voicemail would you want me to leave a message?

7. What is CST? And what is the number and email of the CST?

Customer Support Team

customersupport@stratusvideo.com y (855)663-1231

When to give the CST

8. Are we allowed to use the tab “add interpreter”? What do we do if they ask us to use
it?
No, Transfer to an operator.

9. What do we say if we have to transfer a session to another interpreter?

This is the interpreter speaking. I apologize, I need to transfer this session to my college, one
moment, please.

10. What is the keypad for?. Are we able to dial a phone number using the keypad?

No

11. Are we able to do an incident report during and after a session?

Yes

12. What is the difference between technical and operational reports?

A technical report is done when there is an inconvenience that affects the quality of the
session, and an operational report is done when there is an incident during the session.

13. What do you do if they want to contact your supervisor?

Offer the CST number and email.

14. What is a telehealth session?

A telehealth session Is a session done remotely, the provider and patient are usually not in the
same room.

They may call us from a cell phone, computer, or other mobile devices, this allows providers to
have easy access to the interpreter no matter where they are.

When we are connected it is advisable that we ask the provider to place the device in a sturdy
place and to verify if the mic is not obstructed.

15. Are we able to dial 911? What do you do if they ask us to call 911?

We are not able to call 911, we advise them to call from a landline.
16. What is something we can do during the session if we have connection issues during
the session?

Use the refresh button

17. If the patient uses foul language, do you interpret that?

Yes

18. If the patient wants comfort, do you comfort the patient?

I apologize however the interpreter cannot interact directly with u. Ill be ready to assist u
when u are ready to continue. IMPORTANT TO SHOW EMPATHY