Scripting Guide 2021

A Guide for Customer Interactions

Video Remote Interpreting

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

Greetings
Video Remote Interpreting

Standard Greeting
“Hello! My name is [name], [language], interpreter ID
[interpreter number] and I am happy to assist you today.”
[pause]
“For this session, please know that all information shared
will remain confidential and everything heard will be
interpreted. May I introduce myself to the other party?”

Best Practices
• If the Provider is still setting up the device or walking toward the
exam room, pause for a few seconds to allow time for the provider to
get ready.
• For audio sessions, pause to allow time for the CSR to introduce you.
After the introduction, finish the rest of the greeting.
• During emergency situations, work with the goals of the session, and
start interpreting immediately if necessary.

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

Greetings
Video Remote Interpreting

Standard Greeting with CSR Introduction

“Hello! My name is [name], [language], interpreter ID
[interpreter number] and I am happy to assist you today.”
[pause]

CSR: “Hello. This is [CSR name]. I have a call for you from
[customer’s name] at [company name]”

During this time, only the interpreter and CSR are connected. CSRs will
prep the interpreter by sharing any vital information they have about the
session. After they verify the interpreter is ready to connect, they will add
in the customer and introduce you to the provider.

CSR: “Thank you for holding [provider’s name], I have

[interpreter’s name] your [language] interpreter ID
[interpreter number] on the line. Please go ahead,
interpreter.”

“For this session, please know that all information shared

will remain confidential and everything heard will be
interpreted. May I introduce myself to the other party?”

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

Greetings
Video Remote Interpreting

Data Collection
“Before we begin, I am required to collect some basic
information. May I please have…”
[Ask Billing Questions]

If the provider refuses to provide

the information, kindly explain:

“This information has been

requested by your internal billing
department for verification
purposes.”

Best Practices
• Enter Data Collection at the beginning of the session
• If it’s an emergency, click on ‘Skip for Emergency’ to bypass the data
collection questions
• If the provider doesn’t have the information or refuses to provide
(even after explanation), click “Client Refused”
• Start interpreting only after you have clicked ‘Submit Answers’
• Do not use “n/a” or “none”
• Do not enter different information (ie: birthday instead of MRN)

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

Pre-Session
Video Remote Interpreting

Triage
In VRI, “triage” is referred to as the process by which the interpreter asks
questions to obtain context or make necessary physical changes.

Scripting Examples
• Which department(s) are we visiting today?
• Are there other people here today that are not on screen?
• Is there anything you’d like to share with me before we begin?
• Is it possible to shift the camera to the left so I may see the patient
more clearly?
• May I ask you to turn the volume down on the television in the
background?

Best Practices
• Take notes as necessary
• Use triage for when extra information or setup changes are truly
necessary
• Stay flexible – not all changes are possible
• Thank the provider(s) for any information they provide or changes
they make

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

Transfers
Video Remote Interpreting

Session in Progress
“This is the interpreter speaking, I apologize for the
inconvenience. I need to transfer the session to my
colleague; they will be right with you. One moment please.”

Best Practices
• If possible, stay with the session until the end
• Use ‘Notes’ to provide the context of the session to your colleague
(e.g., the name of the provider, department, if ASL – signing style.
• Find the right time to transfer (e.g., during a patient examination or
when the provider is charting info)
• Avoid transferring during important segments (e.g., the patient is
debriefing or the provider is explaining a diagnosis)

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

Transfers
Video Remote Interpreting

New Session
Wrong Language
“I am a/an [Language] interpreter, but
I am happy to send you to a/an
[Language requested] interpreter.
Just one moment please.”

Language Not Available on Video

“Absolutely! For [Dialect/Language] please end this
session; on the main menu click on the ‘Audio’ button at the
bottom of the screen. After you are connected, you will be
able to request the language or dialect you need.”

Reminder
• “Language” dropdown only lists video languages. If the requested
language does not appear on the list, kindly direct them to use the
‘Audio Languages’ button on the app.

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

Outbound Calls
Video Remote Interpreting

Suggested Scripts
When Requested
“I will be happy to assist you
with the call. May I please have
the phone number and the
name of the patient? Thank you!
In case we get a voicemail,
would you like to leave a
message?”

Once Connected
“Hello! I am a [Language]
interpreter. On the line I have
[name of the provider]. One
moment please…”
Best Practices
• Before dialing out, make sure you know how to introduce the provider
(e.g., “Nurse Lisa at St. Joseph’s Hospital”)
• Make as many calls as the customer requests, there’s no limit
• At times, providers may say: “please make a three-way call” or
“please conference the patient in.” They are most likely referring to
making an outbound call, clarify if necessary.
• To avoid confusion or parties speaking over each other, explain to the
provider and patient they are conferenced together.

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

Endings
Video Remote Interpreting

Suggested Scripts
When Requested
“Anything else I may assist you with?... Great! Thank you
for using our services.”

If Provider Doesn’t End Session

“Did you need me to end the session for you?”… No
problem, Thank you!”

Reminder
• Wrap up with the provider and patient. “[provider] is done, anything
else I may interpret before we conclude?” The patient may just want
to validate follow-up instructions or alike.
• Coach the provider on how to end, but if the provider is tech-
challenged, assist with ending the session on your side.

AMN Language Services | StratusVideo.com | 727.451.9766

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

Technical Issues
Video Remote Interpreting

Suggested Scripts
“I am sorry to hear you are experiencing difficulties, the
best option is to contact our Customer Service Team
(CST). They can assist you with any technical difficulties.
Let me provide you with their number.”

Known Platform Disruption Scripting Options

“I sincerely apologize! We are experiencing sporadic
system issues. I can give you the phone number to our
CST team. They can figure out if your device or your area
has been affected?”

“ I am sorry for the inconvenience! Our team is aware of

the issues, and they are working diligently to solve it. We
really appreciate your patience! In the meantime, I can
give you the phone number to our Customer Success
Team (CST) and they can identify if your device has been
affected.”
Reminder AMN Language Services | StratusVideo.com | 727.451.9766
• Report technical issues immediately. You may use IWS – ‘Report
Incident’ and Agent Support Channel in MS Teams
• Look out for any emails regarding system “hiccups”
• Use positive language – absolutely no negativity or ‘venting’ with
customers

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

Interpreters Used as Monitors

Video Remote Interpreting

Suggested Scripts
“This is the interpreter speaking, before we begin, may I
ask who will be responsible for interpreting this session?”

If Provider wants to use family members / bilingual staff

“Due to the nature of the session and to comply with the
federal laws, [Section 1557 of the Affordable Care Act], I
recommend using a professional interpreter. I am happy to
assist you with this session.”
If Provider refuses
“I understand. In this case, I must end this session. Please
call us back if needed: we are happy to interpret!”

Best Practices
• Be respectful and do everything possible to work with the goals of the
session. Offer options like, “The family member may reiterate what is
interpreted.”
• Do not end the session arbitrarily. Stay until the provider and patient
AMN Language Services | StratusVideo.com | 727.451.9766
make a decision.
• Do not take it personally if the family member is chosen as the
interpreter for a medical appointment. Kindly explain you will be
unable to stay and monitor, but we are always available on demand if
needed.

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

When Asked to Wait

Video Remote Interpreting

Suggested Scripts
“This is the interpreter speaking, would you mind wheeling
the device out of the room or turning the iPad toward the
wall? This will help me to avoid any side conversations with
your patient in your absence.”
If Provider is Unable to move the device
To LEP: “This is the interpreter speaking, while the provider
is out, I will also be on hold. I will return as soon as the
provider comes back into the room.”

Display Text on Digital White Board: “Interpreter on hold

– will return when provider returns”

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

When Asked to Wait

Video Remote Interpreting

Suggested Scripts
Last Resort: If LEP continues engaging in conversation
To LEP: “This is the interpreter speaking. Since we cannot
use the device while the provider is out, I will use my
privacy screen which means you will not be able to see me.
I will return to the screen as soon as the provider comes
back.”

Reminder
• Engaging the privacy screen requires a Team Lead to be informed in
the Teams channels prior to use.

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

Add an Interpreter
Video Remote Interpreting

American Sign Language

• Use this feature to add a CDI as sessions require.

Example: “Due to the circumstances of this session, I am

going to bring in a colleague, a CDI. We will work together
to ensure the interpretation is the most effective/accurate.”

Spoken Language
1. Identify the need to add a second
interpreter
2. Consult with a Team Lead to
determine if adding an interpreter
is the recommended solution
3. If determined to be the correct
course of action, explain the need
to those already connected

Example: “This is the interpreter speaking. This session

requires two interpreters to satisfy the language needs of
all present. For this reason, I will be adding a second
interpreter for our [Language]-speaking participants. Please
hold one moment while I get them on the line.”
Reminder
• Permission from a Team Lead or Operations Manager is required for
spoken languages to add a second interpreter.

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

When Asked for Location

Video Remote Interpreting

Suggested Scripts

“I am at a secure remote office.”

“I am in a secure remote studio in [general location.],

but we have interpreters all over. “

“I am in [general location], but we have interpreters all

over. Our headquarters is in Clearwater, Florida.”

Explanations to Avoid
• Avoid informal explanations that downplay the importance of the
service we provide
• “I work from home, in my kitchen.”
• “I work from my bedroom. It’s great!”

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

When Asked to Sight Translate

Video Remote Interpreting

Suggested Scripts
“I apologize for the inconvenience, but as a spoken
language interpreter I cannot translate written
information for you. However, If you could read the
document to me out loud, I would be delighted to
interpret it for you.”

“I apologize for the inconvenience, but as a spoken

language interpreter I cannot translate written
information for you. However, if you call our Customer
Success Team, they will help you contact our
translations team. Would you like me to provide you
with the telephone number?”

Best Practices
• As video remote interpreters, we do not sight translate. Always
request that the document be read out loud.
• To comply with HIPAA, do not take pictures of any documents shown
on screen, and always request that the provider reads the document
out loud instead.
• Do not “read-check” documents that have already been translated.
Refer any translation or proofreading requests to our Customer
Success Team.

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

Law Enforcement in Healthcare Setting

Video Remote Interpreting

Scripts and Process

1. Be transparent

“Before I proceed, I am required to determine hospital

policy on interpreting for law enforcement, just one
moment please.”
2. Get permission from medical personnel

“This is the interpreter speaking. I am required to ask

whether or not your facility grants interpreters
permission to interpret for law enforcement
professionals?”
If yes: “Great. Before I proceed, may I please have
your name and position for the record?”

[clearly document permission in an incident report]

If no: “I understand. Thank you for the clarification.”

AMN Language Services | StratusVideo.com | 727.451.9766

 VISUAL CONNECTIONS.
VITAL CONVERSATIONS.

Law Enforcement in Healthcare Setting

Video Remote Interpreting

Scripts and Process

3. Proceed accordingly

If permission granted: [give opening script as normal]

If permission not granted: “Unfortunately, in

accordance with the facility policy, I am not allowed to
interpret this interaction. You’ll need to contact a local
interpreter. If you have any further questions or need
assistance, please contact the onsite language access
coordinator.”

AMN Language Services | StratusVideo.com | 727.451.9766