Proposal to Provide Interpreter Services Program: Service Area I submitted April 20th, 2012 Presented to: Washington State Health Care Authority Our Mission: We exist to be the trusted communication link for our customers, enabling them to overcome language and cultural barriers to open new markets, deliver equal access to services and establish quality customer relationships. Laurie Dumm, Proposal Writer CTS LanguageLink 911 Main Street, Suite 10 Vancouver, Washington 98660 Toll Free: (800) 208-2620 Fax: (360) 693-9292 Direct: (360) 433-0441
(2) Describe how you will provide DSHS Authorized, Certified, or Recognized Interpreters utilizing the following modalities of interpretation: (a) Telephonic, (b) Video Remote Interpretation (VRI), and (c) In-person, as required in Exhibit B, Sample Contract, Section 3, Statement of Work, c. Customer Service Requirements, (1) and (5); f. Contracting with Interpreters (7) (a), (b), (c), (d) and (e); j. HCA Assigning and Communicating Interpreting Modality (1) (a) and (b). You should clearly identify by name any entity(ies) you may subcontract with in order to provide Telephonic or VRI modalities. (15 points) CTS LanguageLink has provided telephonic interpretation services nationwide since 1999, and on-site interpretation since 1991. In 2010 we leveraged our staff, industry knowledge and current technology to deliver a VRI solution that is reliable, affordable and easy to adopt. CTS LanguageLink s VRI solution works from any Microsoft Windows based laptop, workstation or tablet equipped with a microphone and a camera. It s as simple as that. We handle scheduling for all three modalities in the same manner, using the skills-based routing of our database to first select an available DSHS Authorized, Certified or Recognized Interpreter. Finding an available, qualified interpreter in the language and modality requested happens in a nanosecond as the database compares each interpreter record to the requirements and returns a list of ONLY those meeting requirements. If we are unable to fill the appointment request with a DSHS Authorized, Certified or Recognized Interpreter, we will document our attempts to locate one and will fill the request with another qualified interpreter. Further, our Interpreter Relations staff is continuously recruiting to meet our clients needs. Interpreter Relations will continue to aggressively recruit DSHS Certified, Authorized or Recognized Interpreters, and promote this certification to interpreters wishing to advance their opportunities with us, so that we may ensure maximum compliance with this contract requirement. At contract award, our Interpreter Relations team will begin scheduling on-site meetings and establishing an orientation program to ensure interpreters have an understanding of, and are in compliance with, the Interpreter and Translator Code of Professional Conduct, WAC 388-03-050. We will also ensure an understanding of the HCA portal and scheduling, as well as contract requirements such as scheduled payment and dues collection, insurance, the need to display ID badges and to bring verification of certification status to on-site appointments, and so on. The orientation will cover background check and self-disclosure requirements, and a review of CTS LanguageLink s complaint and corrective action policy. Once this information has been covered, they will be tested on their comprehension and knowledge by responding to hypothetical scenarios. CTS LanguageLink has subcontracted the provision of ASL VRI and on-site services to the Hearing, Speech & Deafness Center (HSDC). Their staff will receive the same contract orientation and their participation in this contract will be seamless to the customer. All of their interpreters are nationally certified and will follow the same protocols as our interpreters. HSDC already has significant experience providing the state with these services. Page 12
Page 13 (3) Describe how you will: (a) process, (b) schedule, (c) assign, (d) and manage Interpreter Services Requests utilizing web-based/online, email, telephone, and facsimile transmission technologies as described in Exhibit B, Sample Contract, Section 3, Statement of Work, c. Customer Service Requirements (3), (4), (5), (6) (7), (8), (9), (12), and (18). (10 points) Regardless of the origin of the request (portal, email, phone, fax), all requests will flow into the scheduling module of our database. With the benefit of provider education and outreach, however, we anticipate 85% of authorized service requests will enter our system electronically. By the end of the first year, our goal is to reach 95% request automation, as this will promote the greatest level of accuracy in processing requests. We currently have clients for whom 100% of requests for service are placed through our portal, to great satisfaction, so we are confident that this is an adoptable model for most. However, for those that wish to initiate service through a phone call to a live operator, we will continue to staff appropriately and to provide toll free calling with 95% of calls answered within 30 seconds. We will also continue the option to schedule via voicemail, fax or email. We believe that once requestors try our on-line option and become accustomed to using it, however, they will see that it is easier and a more efficient use of their limited resources. Our interpreters have already become accustomed to using our on-line system, and interpreters are also being educated and encouraged by the union to embrace scheduling software and electronic schedule confirmations. They will have an ombudsperson as a resource available to them for any reason. CTS LanguageLink s scheduling interface has been designed to be simple, whether scheduling a single appointment or multiple, recurring appointments for numerous providers and limited English proficient (LEP) clients. Our verification processes are automated so that all parties receive confirmation as to what has been requested, by whom, and when an appointment is to occur. We have also created a feedback loop so that we are always able to receive and act upon information received about our service and service providers. Information will be collected from the requestor in compliance with the contract, and then compared to outside databases for validity of the provider, patient and type of appointment scheduled. Once validated, the interpreter assignment process will begin. However, if validity of the request cannot be confirmed, notification will automatically be sent internally and to the requestor for follow up, explaining the reason for the denial. The scheduling/assignment process will be automated as much as possible, as shown in Figure 5 on the following page. Each validated assignment will first be offered to DSHS Certified, Authorized or Recognized Interpreters who match the language, modality, gender (if selected), insurance, background check and immunization requirements, and have the needed time available in their schedule. For onsite requests, distance from appointment location will be limited to 10 miles for the initial screening to ensure fewer mileage expenses. Our goal is to fulfill all non-urgent requests within 24 hours of receiving
Phone Fax Email Web Portal that request. Those requests marked urgent will be flagged for immediate attention by a customer service representative for special handling to ensure it is acknowledged and filled within the four hour requirement, or noted that it remains to be filled. EXIT Notify Requestor No Create Data Record Verify Eligibility Yes Create Job Return list of valid interpreters If a request remains unfilled past the first 12 hours for an on-site appointment, the acceptable mileage boundary will automatically increase to 20 miles, and so on. In the unlikely event that nobody within 100 miles is available to fill the appointment, the client will be contacted to discuss other modalities. In addition, our Customer Service Representatives and Managers can become involved in the fulfillment process at any time to personally handle requests for any reason. Notify Interpreter Assign to Interpreter Reject Accept Update Interpreter Schedule For requestors ease of use, they will also be able to select a recurring appointment option, which would default to finding a single interpreter available to fill all connected requests. Notify Requestor No Notify Requestor Reverify Eligibility 2 days prior to appointment Yes Reminder to Requestor and Scheduled Interpreter Requestors will also be able to indicate their need for a specific interpreter. If the interpreter is not available at the appointment time, a notice will be sent to the requestor, and the unfilled request will join the open queue. If the requested interpreter is available, they will receive notification to confirm their acceptance of the appointment. There are three main components to the interpreter online scheduling function. Appointment Occurs Complete Appointment Record Form Figure 5. A simplified version of our interpreter scheduling/ assignment process. Provider Portal, allowing authorized users to make appointments, cancel, change, or reschedule. Interpreter Portal, allowing real-time access to all interpreters so they may see their schedules as they are being requested. CTS LanguageLink agent interface where we track and confirm appointments for our interpreters and confirm with the providers making requests. Page 14
Provider Portal The Provider Portal will require a Secure Socket Layer (SSL) connection over http. We ensure users are authorized by requiring a secure password to gain entry to the system. Once in, providers have full access to initiate requests and make changes as they require. Our system is driven by an SQL server linking the requestor s account information, accounting records and interpreter records. Larger facilities that wish to manage several clinics, or even other departments, will be able to add, edit and remove locations using the forms below (Figure 6). Field names with an asterisk (*) are required to successfully submit the form. Figure 6. Add, Edit and/or Remove Location Multiple locations will be presented as illustrated below. Sub Locations Address 1 Address 2 City State / Province Postal Code Country Telephone West Vancouver 488 NW 10th Suite 404 Vancouver WA 98660 USA 360-555-1212 East Vancouver 16214 NE 4th Vancouver WA 98214 USA 360-555-1212 We have made appointment scheduling as simple as possible, as shown on the next page, Figure 7. After selecting add appointment a form is generated that is fully populated with the client s contact and location information from their client record. Drop down menus will help the user select the Page 15
appropriate appointment location and interpreter requirements, and other fields can be filled in manually to complete the needed data. Users will also have the option of requesting recurring appointments with varying frequency, for situations such as physical therapy or dialysis, where an extended period of regular treatment is planned for the LEP client. This single feature is expected to save providers countless hours, and reduce potential operator errors which can occur during the scheduling process. Add Appointment Contact Name * Bob Jones Contact Telephone * 360-888-7777 Contact Email * Bob.Jones@WestVancoverClinic.com Subject Name * Bob Maria Jones Subject Birthdate * 4/5/1988 Subject Telephone * 360-488-2747 Vasquez Location * West Vancouver Address 1 * 488 NW 10th Address 2 Suite 404 City * Vancouver State/Province * WA Postal Code * 98660 Country * USA Telephone * 360-884-3217 Subject Number * 12445 Appointment Date and Time * 5/1/2012 7:00am Duration * Bob 1.5 Jones Language * Spanish Gender Requirement N/A Requested Interpreter Notes Hours Please interpreter word for word. Doctor / Judge / Case Worker Add Add Recurring Close Figure 7. A completed form scheduling a new appointment. Note also the ability to add recurring events. Appointments once entered can be reviewed in real time to note status changes and review for errors. ID Location Date Start Time Duration End Time Language 3114 3115 Subject Name Interpreter West Vancouver 5/1/2012 7:00am 1.0 hours Spanish Maria Jose Conseco East Vancouver 5/8/2012 4:00pm 0.5 hours Russian Sergey Vladimir Putin Page 16
CTS LanguageLink continues to evolve our database as we gain further understanding of our customers needs. Interpreter Portal Like our Provider Portal, the Interpreter Portal access is secured through password protection. Upon login, interpreters may view a list of their confirmed appointments as shown below. Confirmed Appointments Print *Cancel Job ID Date Duration Location Print Cancel 1000 5/1/2012 7:00am 1.5 hours Print Cancel 1001 5/1/2012 10:00am 1.0 hours West Vancouver Clinic 488 NW 10 th Suite 404 Vancouver, WA 98660 East Vancouver Clinic 16214 NE 4th Vancouver, WA 98214 Please note the option to cancel an assignment. Should an interpreter elect to cancel a confirmed appointment, the assignment is flagged for immediate review by Call Center staff to ensure follow up action is taken. Any time an interpreter cancels an appointment, they will be prompted to document their reason, which will be kept for tracking and review purposes. Interpreters may also view a list of pending appointments, as below, to easily manage their scheduling tasks. Pending Appointments Accept Reject Job ID Date Duration Location Accept Reject 1050 5/20/2012 9:00am.75 hours Accept Reject 1051 5/21/2012 6:00am 1.2 hours West Vancouver Clinic 488 NW 10 th Suite 404 Vancouver, WA 98660 East Vancouver Clinic 16214 NE 4th Vancouver, WA 98214 Assuming the pending job is accepted, the following events automatically occur: The job will be assigned to the interpreter. The job will be removed from the Pending Appointments screen. The job will appear on the interpreter s Confirmed Appointments screen. Note 1: The database instantaneously identifies any and all previous schedules to ensure there are no conflicts with the newly confirmed appointment. Note 2: Upon acceptance, the provider screen is immediately updated so each and every request a provider makes shows those appointments accepted and those pending. Page 17
Should a non-urgent pending appointment go unfilled 24 hours after entry, alerts are automatically sent to the call center for immediate attention. Likewise, in the event an interpreter must cancel an appointment for any reason, the following occurs: The job will be unassigned from the interpreter. The job will be removed from the Confirmed Appointments screen. The job will appear in the Pending Appointments screen. Note 1: Upon cancellation, the provider screen is immediately updated and shows those appointments accepted and those now pending. CTS LanguageLink Agent interface Our Customer Service Representatives interact with the CTS LanguageLink Agent interface, our third component, in much the same way as a provider would when entering service requests received via fax, email or phone. The CSR would log into the agent interface and manually input the faxed or emailed data into the system, following up with the requestor for any additional information needed to complete the request. A requestor calling in would relay the same information to the CSR who would input the information as they spoke. Regardless of which method is used to enter information into our system, all data is available in real time. A request coming in via phone or direct client input would appear immediately as a pending job, while fax and email requests would be collected at regular intervals for entry. Page 18