Language Line Procedure

 

 

Inbound calls

 

  1. If the non-English speaker is on the phone with you, and you wish to conference in a Language Line interpreter:

Conferencing Instructions

·                                Press flash, and dial 4INTE (44683).[1]

·                                Press conference.

 

  1. Now give the representative your account information:

·        Language needed

·        Client I.D. number: 212223[2]

·        Organization name: University Hospitals of Cleveland

·        Personal Code:  Hospital telephone number 844-xxxx and name of patient care department

 

  1. Wait for the representative to conference in your interpreter.
  2. Brief your interpreter on the nature of the call.  Summarize what you want to accomplish and give any special instructions.
  3. Begin discussion with interpreter and non-English speaker.

 

Outbound calls

 

  1. If the non-English speaker is not on the phone with you, and you wish to have the Language Line interpreter on the line first:
    • Dial 4INTE (44683).
  1. Now give the representative your account information:

·        See # 2 above, same as Inbound calls.

·        Have handy the telephone # of the non-English speaker.

 

  1. Wait for the representative to conference in your interpreter.
  2. Brief your interpreter on the nature of the call.  Summarize what you want to accomplish and give any special instructions.
  3. Language Line will call the non-English speaker, and add them to the line for you.  Domestic calls will placed at no extra charge. [3]

 

  1. Begin discussion with interpreter and non-English speaker.

 

Face to Face Interaction:

 

Using a phone to facilitate translation:

  1. Use the Language Identification Card to assist you in determining the language spoken, if unknown.
  2. A conference call would still be ideal for utilizing language line in this situation, so access to a room or an area with two phones, or a speaker phone would be helpful.[4]

 

  1. Follow the instructions above for “Inbound Calls”, after both you and the non English speaker are on the line together.

 

Other Scenarios:

 

In addition to the above, UHC uses the International Services Center (216-781-4560) or the International Language Bank (888-599-9777), local interpretation services, to provide on-site interpretation for scheduled appointments or team meetings with patients and families. When you call to schedule the service, they will ask for the account number for billing and the clinical division, practice or outpatient department that is responsible for the bill.  The hospital or outpatient area/practice is responsible for paying for this interpreter service for any patient that requires translation services.


[1] If you experience difficulty reaching the Language Line operator, call directly at 1-800-774-4344.

 

[2] The Client I.D. number should be considered confidential, and the property of University Hospitals of Cleveland.

[3] International calls must be initiated by the UHC department for proper billing.  Please call international patients before contacting Language Line.

[4] Speaker phones can be installed by the Telecommunications Department for scheduled appointments or family meetings.