How is your screen divided?
- The screen is divided onto three panels (left, middle, right)
- The middle screen can be expanded to collapse the sides by clicking on the arrows of both sides of middle screen as well as in the IWS (Interpreters’ workstation)
* This cannot be done if you have not submitted your data collection or billing questions
What’s on the LEFT SIDE of the platform?
Session ID number, Details (call duration), Facility and Session Notes
What are session notes and facility notes?
Session Notes are editable by any interpreter or CSR. Visible only for the session. We do not add billing or protected health information
Facility notes are non-editable, visible for all sessions from the device and are editable only by managers or CST (Customer Success team), not interpreters
Where can we find the session ID number on the screen?
The upper left-hand side of the screen (while session is in progress)
What are notes for? (What can we leave on session notes?)
General and basic information withour PHI or billing information. An example is when we are requested a different gender or language interpreter. EX: Provider requested a male interpreter, transferred the call to a male interpreter
What is CST?
Customer Success Team
Reasons for providing the provider our CST number and email
- If a supervisor is being requested
- The provider requires a new stand or a stand replacement
- Provider needs to schedule an interpreter
- If asked to translate a document
- Provider requests a bill
- If provider is having audio or conectivity issues with interpreters
CST NUMBER: 855-663-1231
CST EMAIL: lscs@amnhealthcare.com
What should you do if they ask for a supervisor?
“I’m sorry, I am not able to transfer to a supervisor, but I can provide our CST number and email:
CST NUMBER: 855-663-1231
CST EMAIL: lscs@amnhealthcare.com
What is on the MIDDLE screen?
- Clients mute button. Mutes the customer audio by the interpreter. If we press it, we would be unable to hear customer
- Session volume. Toggle controls the client volume during session
- Mute. Used to mute the interpreter’s voice.(Used to cough or sneeze)
- Refresh button. Refreshes connection. You can refresh during the call (just keep provider informed) and follow script
- Signal bars. Shows the interpreters internet signal. (If red, use refresh button. If not resolved troubleshoot, while keeping provider informed)
What’s on the RIGHT screen?
- Billing questions. Facility name, department name, MRN (medical record number), patients’ name, date of birth, cos center, location, insurance
- Session controls. -Phone (allows outbound call to be dialed) -Transfer session -Add interpreter
- Participants (information about the line and session participants) (End outbound call, click on ellipsis and select hang up)
- Keypad. Allows navigation through phone menus or dial extensions. NOT USED FOR DIALING PHONE NUMBERS
- Incident report. Allos for technical and operationsl reports to be submitted
