P R O V I D E R T R A I N I N G P R E S E N T E D B Y

Transcription

1 Understanding and Utilizing Your Portal P R O V I D E R T R A I N I N G P R E S E N T E D B Y

2 Discussion Topics HCA Website Accessing the Portal Requesting Interpreters Cancelling and/or Updating Appointments Understanding Job Status Checking an Interpreter In/Out Telephonic/VRI Appointments Feedback Forms Contact Information

3 Online Assistance You can Sign-up Login View the latest updates Review Contract Obligations Access immediate answers to frequently asked questions

4 Provider FAQs

5 Provider Portal

6 Username and Password

7 Welcome to the Portal

8 Add/Edit Location Click on Administration Job Locations Complete the New Job Location Form, pressing Submit when finished. Click on the hyperlinked location Select Submit or Remove depending on the task

9 Add/Edit Contacts Click on Administration Contacts Complete all highlighted fields WWW Username is the username each contact will use to access the portal WWW Role limits the access each new contact has

10 Request an Interpreter

11 Onsite Requests Requestor Name Phone Doctor/Case Worker Location Name Address City State Details LEP Name DOB Member ID/Case Number Phone number Service Type Time/Recurrent Job Type Language Required Gender Requested Interpreter

12 Add Location

13 Appointment Type When Do I use Block Time Appointment? Multiple clients A break in service

14 Client Information Birthdate Format: mm/dd/yyyy What is the Subject Number? Medical Providers: the Provider One number for You must include the WA and no spaces Social Providers: Any number that will identify the patient

15 Patient Eligibility Why is my patient showing as eligible on ProviderOne but not on the portal? Their eligibility has expired They are eligible for medical services but not interpretative The wrong service type was selected The patient s file has not been updated on our system My patient is a baby How do I submit the request? If you are using the mother s ProviderOne number you must use her name/dob etc. What can I do? Verify with ProviderOne the patients eligibility Contact CTS or HCA for clarification

16 Appointment Information

17 Service Types What Service Type should I select? The Service Type is dependent on the services you are providing CTS cannot tell you what to select Where can I find information on the services covered under the Service Type? Access coverage information at: You can call HCA at Questions or concerns can be addressed with CTSs Client Relations Department at hcaproviders@ctslanguagelink.com or option 3

18 Recurring Appointments Daily Select End Date Weekly Remove Sunday Monthly Select week and day of the month

19 On-site vs Off-site Select Yes if the appointment takes place at: The clients home Non-DSHS facility Select No if you can: Access the portal Check the interpreter in/out

20 Requesting a Specific Interpreter When can I request a specific interpreter? ABA Therapy Continuing counseling sessions Cancer treatment as requested by the provider Effectiveness of treatment; change in interpreter will have a negative impact What does not meet the required conditions? To create less confusion in the office. To satisfy personal preference of patients, staff or doctors. The interpreter does not know office procedures.

21 Sibling Appointments 1. Print out the attached job request form, one for each sibling/consecutive job. You do not need to go to the Client Portal for this step. Just open the PDF file from our website; you will need to fill out one form for each sibling/family member. 2. Complete the job request forms as you would online. You do not need to go to the Client Portal for this step - simply fill out the required fields, using the same information you would use if you were completing the form online. Be sure to put your User ID number on each page. 3. Fax the completed job request forms to our dedicated fax line: You do not need a cover sheet and you will not receive a confirmation. If you do not see the job details on your Onsite Jobs List within 24 hours, please contact our scheduling department at option 4, or hcainbox@ctslanguagelink.com. 4. This scheduling is offered, Monday-Friday, from 8:00 am to 5:00 pm only. Any requests that come in after hours will be completed the following business day, during the business hours of 8:00 am to 5:00 pm.

22 Bulk Uploading Who should use Bulk Uploading? Providers who submit many appointments at one time. The import file is tedious, exact formatting is required.

23 Cancel/Updating Existing Appointments Quick Tips Edits that conflict with the interpreter s schedule or qualifications will automatically remove them from the appointment. You cannot update an appointment within 24 hours of the scheduled time.

24 Job Status Eligible The patient is eligible for services and is pending interpreter assignment Not Eligible The client is not eligible for interpreter services OR the clients submitted information did not match HCA records. CTS will not provide an interpreter for this appointment CTS Requests More Time An interpreter has not accepted the appointment within 48 hours of the initial request This does not mean that an interpreter will not accept the appointment

25 Job Status Continued Filled An interpreter has accepted this appointment Filled to CNF The appointment was accepted and returned by an interpreter After exhausting our efforts, CTS was unable to secure an interpreter Cannot Fill (CNF) There are no available interpreters for this appointment Cancelled All jobs left to CNF will be reported to the state and our recruiting departments It is important that you only cancel when the patient has cancelled as we use these reports to decide on areas of concern

26 Checking Interpreters In and Out Why? This verifies services rendered by date and duration Enables CTS to bill the state accurately Allows the interpreters to receive payment Builds a good rapport with all parties involved Less confusion and further work for all staff members When? Interpreters should be checked in at the requested start time or the beginning of the actual interpretation session, whichever comes first, not the time they arrived at the facility. Interpreters should be checked out at the end of the interpretation session or the patient no-show option checked. Jobs will remain in your portal until they have been checked in and out.

27 Check In Process

28 Check Out Process

29 Commonly Confusing Situations My Situation Two or more interpreters appear for the same appointment The Interpreter wants to leave but the patient is running late. I forgot to cancel an appointment and the interpreter appeared I received an regarding missing check in/out times, I can t find the job in my portal What Should I Do? Call CTS to inquire which interpreter is assigned to the job first. The interpreter is only required to wait 30 minutes, you will need to check them in and mark the job as a patient no show. Locate the appointment in the portal and check the interpreter in/out within 10 minutes, answering all questions no. Locate the appointment in the portal by moving the search date range to reflect the date of the appointment.

30 Patient No-Show

31 Late Cancellation Interpreter Showed

32 New Feature: Adding Billing Notes Situations when the correct check in/out procedure is unclear Able to add appointment related notes in real time Can be performed during check in & out functions

33 New Feature: Adding Billing Notes You are now able to enter appointment notes after the check in/out process is complete

34 Searching for Past Jobs Select the Start Date Refresh the page Check the interpreter in/out

35 Changing the Time and/or Date

36 Advantage of VRI and Telephonic Video Remote and Telephonic Interpreting should be considered: For situations where the method of interpretation will not compromise the care provided For rare or hard to serve languages When in-person interpretation is not available For last minute requests Any time to avoid delay in patient care

37 VRI Set up VRI services require additional software and hardware in order to utilize the services CTS Languagelink provides the software download at no cost Providers are responsible for supplying their own hardware Review system requirements at under Provider FAQs After verification of technical requirements, view our Installation Guide on downloading Video Interpreter software Upon successful download, please contact our HCA Client Relations Team to complete set-up Phone: option 3

38 Requesting a VRI Appointment

39 Viewing VRI Jobs

40 Modify or Cancel VRI Jobs Providers can use this screen to modify or cancel a job only if it is more than 24 hours before the job start time

41 Requesting a Telephonic Appointment

42 Viewing Telephonic Jobs You are not required to check in/out telephonic appointments, our system will automatically log the connect and disconnect times

43 Modify or Cancel Telephonic Jobs Providers can use this screen to modify or cancel a job only if it is more than 24 hours before the job start time

44 Connecting with the Interpreter At the time of the Appointment: Dial option 4 When the operator comes onto the line, you will be asked to provide the job number. You will then be connected with the interpreter assigned to your appointment You CANNOT: Call in without a prescheduled job number

45 Customer Feedback When Should I use the Customer Feedback Form? Issues/questions with the portal Issues/questions with any CTS Employee

46 Feedback on Interpreters When Should I use the Feedback on Interpreter Form? Interpreter Praise When an interpreter violates the Code of Conduct

47 Incident Form Reporter Name Reporter Reporter Phone Number Location Name Date Job Type Language Interpreter Name Feedback Type Be as specific in detail as possible Interpreter was not proficient didn t know interpretation of Please repeat. This will be resolved by CTS Languagelink and visible for your review in the portal

48 Viewing Incidents You can follow the resolution through your portal. View the type of resolution View the date of resolution Clicking on View will allow you to view any notes input by CTS

49 Contact Information For questions, concerns, and/or feedback regarding our services, please contact: Client Relations Phone: option 3 For questions or concerns regarding scheduled appointments, please contact our scheduling department: Scheduling hcainbox@ctslanguagelink.com Phone: option 4