Calling+a+patient+and+using+interpreter+phone

Date: 06/20/2014 06:35AM Subject: Please use conference call button when using an interpreter to speak to a patient on the phone

From Sally McFalone, Linguistic Access Services:

We are being charged $6.00 per call for having the contracted interpretation service provider call the patient for the provider. If the provider uses the phone to call the patient themselves by using the conference button there is no dial out fee. This sounds like a minor thing, however, it is adding up to thousands of dollars per month.

To make a 3 way call for interpretation:

1. Call HCIN 925-313-8360 and choose a language 2. When you connect with an interpreter (either HCIN or Language Line), tell them you are making a 3 way call and let them know what message you would like them to leave in case you get voice mail. 3. Press the conference button and you should hear a dial tone 4. Make your call to the patient by dialing their number 5. When the patient answers or when the voice mail comes on (not just ringing), press the conference button again 6. All 3 should be connected - just proceed with the conversation

If a patient calls in and requires interpretation:

1. Ask them to hold the line, press the conference button and you should hear a dial tone 2. Call HCIN by dialing 925-313-6242 and choose a language 3. When you connect with an interpreter, tell them you are completing the 3 way call and press the conference button again 4. All 3 should be connected - just proceed with the conversation

Practice calls are welcome!

Thanks for your help

Sally McFalone Linguistic Access Services Contra Costa Health Services 597 Center Ave. Ste. 275 Martinez, CA 94553 (925) 313-6242 fax: (925) 313-6550

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