1. Registration Questions (9)

How to contract with CTS LanguageLink for HCA/DSHS jobs?

Send the completed information listed below under “What is required” by one of the following methods:

  1. Email to: hcainterpreters@ctslanguagelink.com
  2. Fax to: 855-830-4590
  3. Mail to:

    CTS LanguageLink
    Attention: Interpreter Relations
    701 NE 136th Ave, Suite 200
    Vancouver, WA 98684

What is required?

  1. Your valid Washington State Unified Business Identifier (UBI). If you don’t already have one, get instructions on applying for the $15 UBI here.
  2. Copy of your valid certification of at least ONE of the following:
    • WA State DSHS social and/or medical certification
    • WA State Administrative office of the courts certification (AOC)
    • Federal Administrative office of the courts certification
    • CCHI certification
    • NBCMI certification
  3. Copy of a valid Driver’s License or State Identification
  4. Copy of a signed DSHS Code of Ethics (PDF).
  5. Copy of a completed W-9 form (PDF).
  6. Copy of a current background check if one was not performed within the past year. Request a background check here.
  7. Sign up for direct deposit (PDF).

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How do I submit my paperwork to become an independent contractor with CTS LanguageLink and what type of interpreting services can I provide?

As a Washington State Certified Interpreter you may provide interpreting services for on-site jobs as well as telephonic and VRI (video relay) jobs. Please send an email to hcainterpreters@ctslanguagelink.com with the type of interpreting services you would like to sign up for and the following information:

  • Name (First & Last)
  • Address
  • Washington State Certifications (Medical and/or Social)
  • Phone Number (Home, Cell)
  • Email address

Once we receive this information, you will be sent an email with all of the required documents to service the HCA contract.

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I have submitted my paperwork to become an independent contractor with CTS LanguageLink, but I haven’t heard back yet. How do I know you have received my submission?

You will receive information from us within two weeks upon submission of documents. CTS LanguageLink is currently processing hundreds of requests from around the State, and we will contact you within two weeks of your original submission. If you have not heard from us in this time, email hcainterpreters@ctslanguagelink.com and ask for the status on your paperwork. Please include your name and telephone number in the email. We have received many incomplete packets with no contact information from interpreters. To expedite this process, please submit your information in one completed packet. Requirements for HCA/DSHS contract here.

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I am Court Certified; can I accept HCA Social Appointments?

Based on information from Washington State’s Health Care Authority (HCA), court certified interpreters who do not hold a DSHS Social Certification are recognized and are eligible to accept HCA Social appointments. For questions concerning how DSHS recognizes court certified interpreters please visit WAC 388-03-114 (the Washington State Legislature website).

If you would like to submit a court certification, please fax it to 855-830-4590 or mail it to 911 Main St., Suite 10 Vancouver, WA 98660. In order to process this request we ask that you include your interpreter ID number with the document. Interpreters not currently signed up with CTS should refer to question 1 on this tab.

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How do I change my address?

You need to submit any address changes via email to our Interpreter Relations Department at hcainterpreters@ctslanguagelink.com. Please note: our system is only able to store one address for everything including payroll and tax information. You cannot have multiple addresses in our system. **We encourage you to use direct deposit (PDF) for your checks.**

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How do I change my password?

Please click here to change your password. You will receive an e-mail with a link to change your password.

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Do I need an ID badge to work?

Interpreters do not need an ID badge, however, they may be required to bring their state issued ID, copy of their immunization record and a copy of their certification with them to the assignment.

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Do I need to provide proof of immunizations?

You are required to provide proof of immunizations at any time, as some medical providers require that interpreters be vaccinated for: Influenza, MMR, Varicella, Tdap, and TB; before interpreting at their facility. Failure to provide any required documents may result in being sent away by the medical provider and no payment for the encounter.

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Am I required to get Liability Insurance?

The HCA contract originally required specific insurance coverage and now only requires that interpreters meet the requirements of Washington State Law and standard practice based on how you run your business as an Independent Contractor.

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2. Payment Information (18)

Rates for Interpreters

Pay interpreters at a rate determined by the contract for ASL or by the Collective Bargaining agreement for foreign Language interpretation.

Spoken Language Rate

  • $38.50 per hour for on-site medical interpretation as of July 1, 2017.
  • $38.50 per hour for on-site social interpretation as of July 1, 2017.
  • $31.00 per hour for on-site block time appointments.
  • $0.60 per minute for telephonic appointments
  • $2.85 per minute for the first ten (10) minutes and sixty cents ($0.60) per minute for every minute thereafter for video relay interpretation.

*On-site medical and social interpretation appointments occurring between July 1, 2016 to June 30, 2017 will be paid at a rate of $38.00 per hour.

ASL Rate

  • $80.00 – $116.50 for the initial hour, depending on the number of years you have been certified and the county where the appointment takes place.

CTS LanguageLink will deduct dues or administrative fees from your pay, as specified in the contract, and will remit payment directly to the interpreters union on your behalf.

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When will I receive my first paycheck? How long will it take to get paid?

Payment will be made to interpreters on the fifth (5th) and twentieth (20th) of each month.

  • If the 5th or 20th fall on a Saturday, Sunday or recognized State holiday, these payments will be made on the subsequent business day (not recognized as a State holiday)
  • All payments received by CTS between the 1st and 15th of each month will be paid to the interpreter on the 20th of that month.
  • All payments received by CTS between the 16th and last calendar day of the month will be paid to the interpreter on the 5th of the following month.

Please note: An interpreter will not receive payment for a job until CTS has received that payment from the State. As stated earlier, once we receive payment for a job this will be forwarded to you using the above mentioned pay schedule.

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How do I sign up for Direct Deposit?

Please use the link below to access the forms required to sign up for direct deposit. Processing of this request will take between four to six weeks to go into effect. You will be able to verify with your bank the status of this request. Please fill out, print, and fax the Direct Deposit form (PDF) to 1-877-229-6880.

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Billing Procedure to the State?

HCA — Jobs will be billed within ten business days from the day of job ‘Approval’ using the Approval/Dispute process. Please note: jobs are billed to the state as an entire day worth of ‘Approved’ jobs and not individually.

DSHS — once monthly for services rendered

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My job has been billed to the state, why haven’t I received payment yet?

Currently, CTS will not pay an interpreter for any job until we have received payment from the state for that job. There are scenarios in which payment from the state is denied; resulting in delayed payment to the interpreter. A few of the more common scenarios are below:

  • Duplicate Jobs: The patient you provided interpretation services for had another job on that day in a similar location or timeframe resulting in denial of your appointment.
    • When this happens, CTS does research to resolve any potential overlaps with the patient or interpreter. We do all required investigation to prove validity of the appointment. After this is done, CTS will rebill the state for payment.
  • Patient Eligibility: One or more of the services you interpreted for the patient were not covered for payment by HCA.
    • After CTS investigates this job and concludes that indeed the services redeemed by the patient were ineligible for payment from HCA, this will ultimately end in a Direct Bill to the provider for payment. Please see below for details on the Direct Bill Process.
  • Provider Eligibility:The provider requesting the interpretation was not eligible to request appointments during the specified timeframe.
    • After CTS investigates this job and concludes that indeed the Provider who requested the interpretation was ineligible for payment from HCA, this will ultimately end in a Direct Bill to the provider for payment. Please see below for details on the Direct Bill Process.

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Direct Bill?

When an appointment is denied by the state for eligibility reasons (patient or provider), CTS will initiate a direct bill process to receive payments for these appointments. As stated in the Professional Services Agreement, which you signed when you started the HCA contract, CTS “will not remit Interpreter’s Services Fee unless such fee is paid by clients or other third parties to Agency upon the billings for Interpreter’s services sent by Agency, and until any such payments have cleared and are transferable by Agency.”

  • This means, in the event that you have completed services for an appointment that is not covered for payment by HCA, CTS will bill the provider (requestor) directly for payment. As with the HCA contract, you will not receive any funds for an appointment from CTS until we have receive those funds from the appropriate party.

Note: Any attempt by an interpreter to receive information about this Direct Bill process directly from a provider will result in an automatic incident report (Ethical violation of Code of Conduct) filed on behalf of the interpreter. This process is to be negotiated and discussed only between CTS and the provider. There are no exceptions to this rule.

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Family Member Appointments?

This is an appointment where the same authorized requestor schedules two (2) or more appointments to see multiple family members.

  • Patients of these appointments must be family members
  • Time requested for a family member appointment cannot exceed ninety (90) minutes.
  • Payment for Family Member Appointments will be automatically calculated by our system from the initial scheduled start time of the first appointment in the series or when the Interpreter shows up after scheduled start time, whichever is later, up to the actual end time of the last appointment in the series. Paid at one (1) hour minimum.

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Cancellation and No-shows?

Cancelled— These jobs will be billed at the rate of two (2) units or fifty percent (50%) of the requested time for the appointment, whichever is greater, if:

  • They are cancelled by the provider or the client with less than twenty-four (24) hours notice and greater than six (6) hours before the scheduled start time of the appointment
  • The interpreter has not been reassigned for another appointment at the same time as the cancelled job
  • The 24 hours shall not include weekends or state recognized holidays
  • If any appointment within a consecutive series of appointments is a late cancellation the interpreter will be paid for thirty (30) minutes
  • This requirement applies including in cases of error on the part of the provider

 

Cancelled— These jobs will be billed at the rate of two (2) units or seventy-five (75%) of the requested time for the appointment, whichever is greater, if:

  • They are cancelled by the provider or the client with less than six (6) hours or less before the start of the appointment
  • The interpreter has not been reassigned for another appointment at the same time as the cancelled job
  • If any appointment within a consecutive series of appointments is a late cancellation the interpreter will be paid for thirty (30) minutes
  • This requirement applies including in cases of error on the part of the provider

 

HCA No ShowsThese jobs will be billed at the rate of two (2) units or seventy-five (75%) of the requested time for the appointment, whichever is greater, if:

  • LEP client, patient or authorized requestor fails to show for in-person interpreting services
  • This requirement applies including in cases of error on the part of the provider

 

DSHS No Shows These jobs will be billed at the rate of two (2) units or seventy-five (75%) of the requested time for the appointment, whichever is greater, if:

  • LEP client, patient or authorized requestor fails to show for in-person interpreting services
  • This requirement applies including in cases of error on the part of the provider

Note: These assignments will no longer show on the interpreter’s schedule to allow other available jobs to be seen and give the interpreter the ability to accept them. Also, providers may cancel assignments at any time therefore we require interpreters to check their portal each morning for updated schedules and assignments.

 

Cancelled No-Billing—These jobs will not be billed to the state and are considered ineligible for payment, if:

  • Interpreter fails to show for in-person interpreting services

Interpreter accepts a job more than four (4) hours from the scheduled start time and it is then cancelled within thirty (30) minutes of being accepted by the interpreter

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How do I know which jobs require a paper voucher or not?

Paper vouchers are being eliminated and are only to be used if and when the provider does not have access to our web portal, the appointment is a home visit or at a location other than the requester’s location. Only jobs labeled “Voucher Required” in red next to the job details will require you to print the attached voucher for the appointment. For HIPAA compliance and in an effort to keep PHI information confidential, we ask that vouchers (ONLY) be faxed to (877) 229-6880. Emails with attached vouchers will not be processed.

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Union Deductions?

Under the terms of the Contract in accordance with RCW 41.56.113, CTS must:

Deduct the monthly amount of Union membership dues from all Interpreters who elect to become members of the Union.

For more information on joining the Union please visit the Interpreters United website at: http://interpretersunited.wfse.org/

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How can I search for unpaid jobs?

Majority of jobs that have not been paid by HCA occur for the following reasons:

  • Jobs have not been approved by the interpreter
  • You have jobs missing appointment information (check in/out times)
  • You have appointments where there are time overlaps (previous appointment overlaps time with the next appointment)
  • Paper Voucher information has not been received/processed
  • Receipts for added expenses have not been received/processed

All of the reasons above, when they exist, do not allow CTS to bill the state on behalf of the interpreter. Below are some ways you can use your portal to catch these and with the help of CTS, aid in getting these appointments billed to the state:

  • Set back your search date when searching for “Unapproved” jobs to September 24 (start of HCA contract); click refresh and approve all jobs that haven’t been.
  • Utilize your “My Schedule” tab to help find jobs with missing or conflicting information. Set back your search dates to September 24th (start of HCA contract); click refresh (Make sure “Show payable Jobs” box is not checked. Any days visible previous to the current date will have at least one job with missing or conflicting information. Example shown below:

  • In the example above, this interpreter has three jobs with missing or conflicting information. All three of these jobs will not move to “Completed Jobs” until this information is received by CTS. To do so, you will need to email hcainterpreters@ctslanguagelink the following information:
    • Interpreter ID #
    • Job Date
    • Job #
    • Check in time
    • Check out time
    • Comments(Required)

Note: if you see jobs when you take the above steps and you are not sure why they appear there, please reach out to our Client Relations department at 1-866-519-3604 option 1. They will be able to walk you through this process.

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Minimum requirement for appointment times (On-Site, Telephonic and VRI)
  • For in-person appointments scheduled for HCA authorized requestors: An interpreter will be paid for a minimum of one (1) hour for each in-person appointment, regardless of the number of Limited English Proficiency (LEP) clients present and served during each appointment. On-site appointments lasting longer than the minimum will be paid in fifteen (15) minute increments with any fraction of an increment rounded up to the nearest fifteen (15) minute increment.
  • For in-person appointments scheduled for DSHS: an interpreter will be paid for a minimum of ninety (90) minutes for each in-person appointment, regardless of the number of LEP clients present and served during each appointment. On-site appointments lasting longer than the minimum will be paid in fifteen (15) minute increments with any fraction of an increment rounded up to the nearest fifteen (15) minute increment.
  • For a family member appointment, an interpreter will be paid from the start time of the first appointment in the series through the actual end time of the last appointment in the series, or a minimum of one (1) hour, whichever is greater. In-person, family member, or block- time appointments lasting longer than the minimum will be paid in fifteen (15) minute increments with any fraction of an increment rounded up to the nearest fifteen (15) minute increment.
  • Block- time appointments will be scheduled for a minimum of two (2) hours, and interpreters will be paid for the duration of the scheduled block- time appointment. In-person, family member, or block- time appointments lasting longer than the minimum will be paid in fifteen (15) minute increments with any fraction of an increment rounded up to the nearest fifteen (15) minute increment.
  • An interpreter will be paid a minimum of three (3) minutes when they provide interpreting services via telephonic technologies, and a minimum of ten (10) minutes when they provide interpreting services via video remote technologies. When an interpreter provides telephonic or video remote interpreting services longer than for the minimum, the interpreter will be paid in one (1) minute increments with any fraction of an increment rounded up to the nearest one (1) minute increment. There is no requirement for prescheduling with an interpreter to provide interpreter services via telephonic technologies. The State’s third parties may use the first available DSHS authorized/certified/recognized language access provider, but preference will be given to those located within the states of Washington, Idaho, or Oregon.

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How are Disputes Handled?

All interpreters are required to keep track of the check in/out times for all their assignments either by confirming the times while at the job site or by printing a voucher for their records only. If and when an interpreter has a time discrepancy from the information submitted electronically by the provider and reported on their portal, the interpreter needs to use the “Interpreter Dispute” process for inputting time and mileage disputes. For an in-depth job aid on this process please see the Job Approve and Dispute Process (PDF).

Note: If you are unfamiliar with how to dispute time or mileage using the new “Dispute Process” in the Interpreter Portal, view the PDF above or call CTS at 1-866-519-3604 opt 1.

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What can I do if I notice I have not been checked in or out for an assignment?

If you notice that a provider has failed to check you in and/or out for an assignment, please login to your portal and follow the procedure in the link below:

Missing Check In_Out Procedure

Once we receive this information we will research and verify the information for the job to be processed within 5 to 7 business days.

 

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Mileage Reimbursement?

Effective July 1, 2017 DSHS will pay Language Access Providers a travel premium when all of the following criteria are met:

  1. The language access provider travels from their home or place of business to a DSHS-scheduled appointment or from a DSHS-scheduled appointment to their home or place of business and the travel is more than thirty (30) miles one way;
  2. The appointment is not a DSHS block- time appointment;
  3. The DSHS appointment is not for Arabic, Cantonese, Korean, Russian, Somali, Spanish, or Vietnamese within the following city limits: Everett, Lynnwood, Bellevue, Seattle, Tacoma, Olympia, Tumwater, Lacey, Spokane, Yakima, or Vancouver; and
  4. The language access provider is not travelling to or from a non-DSHS appointment.
  5. The travel premium applies for travel beyond the first thirty (30) miles one way and is paid in fifteen (15) mile increments, excluding the first 30 (thirty) miles one way. Each fifteen (15) mile increment is equal to one fifteen (15) minute increment, with any fraction of an increment rounded up to the nearest fifteen (15) minute increment per the hourly rate in Article 6.2.

Example:

Olympia to Aberdeen = 60 miles

Ineligible miles = 30 miles

Equals eligible miles = 30 miles

Reimbursed as time for travel premium = 30 minutes

Equivalent to 2 units per Article 6.2A

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Overpayments?

As per the most recent amendment to our contract with HCA, effective July 1, 2013, CTS will begin recovering over payments made to interpreters as a result of one or more of the following:

  • Paid CSO lunches
  • Cancelled appointments billed as completed
  • Corrected check in/out times

Determined by the amount of monies owed back, the methods of repayment are divided in to the following two categories: If an interpreter has overpayment(s) totaling two hundred dollars ($200.00) or less within a pay period:

  1. This payment will be deducted from the following payment to the interpreter.
  2. In the event the subsequent distribution of payment is less than the overpayment amount, the amount will be deducted from additional payments to the Interpreter until the overpayment is recovered.
  3. At the time the overpayment is withheld from the payment distribution, the Interpreter will be supplied on the pay sheet with the amount of the overpayment, the job number(s), and brief comment explaining the basis.

If an interpreter has overpayment(s) totaling more than two hundred dollars ($200.00) within a pay period:

  • When HCA, DSHS, or the Contractor determines an Interpreter has been overpaid, the Contractor will provide written notice to the Interpreter which will include the following items:
  1. The amount of the overpayment;
  2. The basis for the assessment of an overpayment;
  3. The job number(s); and
  4. The Interpreter’s rights under the CBA.
  • Method of Repayment
    1. Within thirty (30) calendar days of receiving the written notice, the Interpreter must choose whether to pay back the overpayment through deductions of subsequent payments or by a one-time payment made directly to the Contractor.
    2. Deductions to repay an overpayment amounting to two hundred dollars ($200.00) or more will take place over the subsequent six (6) pay periods, with equal payments each pay period.
    3. The parties can mutually agree to a shorter period of time to repay the overpayment through deductions.
    4. For over payments amounting to two hundred dollars ($200.00) or more, if the Interpreter fails to choose between a one-time payment or equal payments over six (6) pay periods, the Contractor will make deductions from the Interpreter’s paycheck in equal payments over six (6) pay periods.
    5. If after eight (8) pay periods since the date of the written notice, the overpayment has not been paid in full, the Interpreter must repay the Contractor the outstanding overpayment amount by check within thirty (30) days. In the event the Interpreter does not repay the Contractor, the Contractor may seek other lawful methods to recover the outstanding amount.

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What if I complete a new appointment that overlaps with a cancellation or patient no-show?

Payment for any cancellation or no-show will be reduced to equal any replacement work under this Agreement that the interpreter is able to find during the time for which the cancellation or no-show is being paid. This section does not apply to individual appointments within a series of a family appointment.

  • If an interpreter accepts a job more than four (4) hours from the scheduled start time and it is then cancelled within thirty (30) minutes of being accepted by the interpreter, the interpreter will not be eligible for payment as a no-show or cancellation.

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Parking/Alternative Transportation (parking, ferry, and toll fees)

Upon submission of appropriate documentation, Agency will reimburse Interpreter for approved travel related costs incurred when traveling to an appointment. The following steps are required for reimbursement:

  • Enter expense amount on portal
  • WRITE the following information on the actual receipt (DENIAL will result if and when ANY of the information below is missing from the receipt):
    • Job Number
    • Interpreter Name
    • Interpreter ID#
    • Date
    • Provider Name
  • Fax (877) 229-6880 or email to hca.confidential@ctslanguagelink.com (if emailing copies or receipts please make sure to attach them in one of the following formats JPG, .TIF, .PDF or .PNG)

Please Note: If any of the above steps are not followed or any information required is missing, the requested expense will not be added to the total amount billed/paid for that particular job. If we receive receipts that do not have the above information WRITTEN on them they will not be reimbursed and will not be re-billed at a later date. Due to the large volume of expense receipts, our billing department is not able to confirm receipt of information sent. If sending them via email please send them with a read receipt request and they will be acknowledged that way.

Should you incur expenses for an appointment that resulted in a late cancellation or provider/patient no-show you will be unable to enter the expense on your portal and will only need to submit your receipt following the steps above.

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3. Job Facts (29)

How do I get jobs?

One of the key legislative requirements for the current system is for the new vendor(s) to have electronic scheduling capabilities. CTS LanguageLink is scheduling interpreters using a centralized electronic system (Interpreter Portal). Using the instructions given to you in our welcome letter, you will be required to login to your portal to view all jobs offered. Our call center will only call you to schedule jobs under certain circumstances. If you call into CTS to ask if there are any pending jobs that can be offered you will be referred back to your portal.

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How interpreters are offered each On-Site Assignment (based on contract requirements)?
  • Assignment is placed via secured web portal by a provider.
  • Assignment is validated for Medicaid eligibility.
  • If validated and a specific interpreter is requested, it will be offered to the requested interpreter upon assignment validation. The requested interpreter will have two hours to accept the assignment.
    • Per the contract, we will only honor specific interpreter requests under the following circumstances:
      • Medically Necessary
      • Continuity of care
      • Religious or cultural specific requests
      • When necessitated by age

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Do I need to press the reject button (this only applies to pending jobs)?

CTS would request that you do press the “Reject’ button anytime that you know you are unable to take a job. Please DO NOT reject a job unless you are absolutely certain that you won’t be able to take it (keep in mind that cancellations happen all the time and if you are rejecting because of a time conflict, there is a chance you will be able to take it after all). Also, once rejected, the job will not ever show on your portal again.

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How often will jobs be posted on the website?

There are two scheduled posting times for jobs. These times are 6am and 6pm each day. You will want to login during these times to view and accept jobs.

Please note: Jobs that are being requested by a provider that have a start time within 48 hours of the requested time will be posted immediately on the portal for all available interpreters to see.

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Are there requirements to accepting DSHS block time appointments?

Block time appointments are distributed to DSHS certified social services interpreters who meet the following requirements: Experience-

  • DSHS Socially certified for at least one year prior to the job start date.
  • Completed at least 25 hours of DSHS Social Jobs since this contract began on September 24, 2012 that have been checked in and out and have a start date greater or equal to the Interpreter’s certification date. Minimum experience hours are tracked by interpreter and is not language specific for interpreters who are DSHS certified in more than one language.

Conduct Violations

  • No interpreter no-show appointments within six (6) months prior to the job start date.

Eligible Service Days

  • No more than 5 scheduled block time service days within the month in which the job is scheduled. Interpreters will be offered additional service days if the job has failed to be accepted by another eligible interpreter within one to two business days from the date of creation.
    • You may have multiple block time appointments on one service day.

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How will DSHS block time requests be scheduled?

Once the list of interpreters is determined using the requirements listed in the previous FAQ, block time appointments will be offered in the following order at the 6:00 am and 6:00 pm release times:

  • Less than 1 business day from creation: Interpreters within 20 miles who have less than 5 scheduled block time service days in that month.
  • 1 – 2 business days from creation: Interpreters within 20 miles who have 5 or more scheduled block time service days in that month.
  • 2 business days from creation: Interpreters within 100 miles who have less than 5 scheduled block time service days in that month.
  • Less than 48 hours to appointment: Interpreters within 100 miles who have 5 or more scheduled block time service days in that month.

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Am I required to get Liability Insurance?

The HCA contract originally required specific insurance coverage and now only requires that interpreters meet the requirements of Washington State Law and standard practice based on how you run your business as an Independent Contractor.

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Do I need to provide proof of immunizations?

You are required to provide proof of immunizations at any time, as some medical providers require that interpreters be vaccinated for: T-Dap, Influenza, Varicella and MMR; before interpreting at their facility. Failure to provide any required documents may result in being sent away by the medical provider and no payment for the encounter.

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How long does an interpreter have to wait for a client to show up to the appointment?

Interpreters are required to wait 30 minutes for a client to show up to the appointment. If the appointment results in a no-show because either the requestor/client did not show up, the appointment will be billed per the HCA contract for patient/provider no-show.

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Do I need an ID badge to work?

Interpreters do not need an ID badge, however, they may be required to bring their state issued ID, copy of their immunization record and a copy of their certification with them to the assignment.

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If an appointment is running over the requested time, am I required to stay?

If asked by a provider, an interpreter may choose, but is not required to stay beyond the scheduled end time of an appointment. If the interpreter chooses to stay, the interpreter will be paid for the actual time services were provided in 15 minute increments. However, if the interpreter overstays an appointment end time and is late or does not show for the next scheduled CTS appointment, the interpreter will not be excused from any generated incident report.

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How are previous grievance decisions applied to all appointments?

Decisions made from a previously resolved grievance will not be used to determine the payment for non-associated interpreters or appointments. The resolution is only applied to the interpreter or group of interpreters who filed the grievance and that specific situation. Please contact your local Union representative should you want to file a grievance.

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Some assignments have disappeared after I assigned myself to the job, why are these assignments gone?
  • If a job is taken from your portal they are either cancelled by the provider or rescheduled.
  • If you are assigned a job that the provider modifies, one of the following will occur:
    • You will be rescheduled to the new appointment if you are available for the new requested date, time and location – you will be notified automatically via email
    • You will be taken off of this job if you are not available for the new requested date, time and location – you will be notified of this change automatically via email
    • If you are automatically rescheduled in your portal and if for any reason you are not available to take the new appointment date, time and location you will need to cancel this job on your portal.
  • If that appointment is cancelled the following rules apply:
    • If and when a provider cancels an appointment outside of 24 hours from the assignment date you will be: removed from the job, and contacted by us via email.
    • If and when a provider cancels an appointment with less than 24 hours from the assignment date you will be: removed from the job and contacted by us via email and phone.
  • As the interpreter, you are required to review your portal every day to assure that no changes have been made to your schedule.
  • Please know that we must recheck Medicaid eligibility two days prior to appointment for every medical assignment.

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Do I need to call the patient the night before?

Client confirmation calls are not required. If and when you find out conflicting information from the client, please know that we are NOT able to make any changes to a job unless is requested by the provider/requester. For Child Protective Services, you are NOT permitted to contact the client at any time.

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What if I need to contact the provider?

As an interpreter, you are not allowed to contact the provider. If there are questions you have about a job that you feel you need to communicate with a provider you will have to do this through CTS. We have a call center open 24/7 that can verify any information that you need to know. Contact them at 1-866-519-3604 opt. 2.

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How do I know which jobs require a paper voucher or not?

Paper vouchers are being eliminated and are only to be used if and when the provider does not have access to our web portal, the appointment is a home visit or at a location other than the requester’s location. Only jobs labeled “Voucher Required” in red next to the job details will require you to print the attached voucher for the appointment. For HIPAA compliance and in an effort to keep PHI information confidential, we ask that vouchers (ONLY) be faxed to (877) 229-6880. Emails with attached vouchers will not be processed.

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How do I let CTS know if I am running late or not able to make it to my appointment?

The call center/scheduling department is available 24 hours a day / 7 days a week. You can reach them at Toll Free 1 (866) 519-3604, press option 2.

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More than one interpreter arrived for the same appointment, who should service the patient?

When two or more interpreters are scheduled for the same appointment, the interpreter with the earliest documented appointment confirmation date and time will complete the appointment, unless otherwise agreed by the interpreters. In this scenario the interpreter or the provider should call CTS to confirm which interpreter is assigned first. The interpreter who does not service the appointment will be paid for thirty minutes at the specified rate.

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I just completed a job, why don’t I see it under the “Completed Jobs” tab?

Jobs will stay under my schedule for a few days before they switch to the “Completed Jobs” tab. This time lapse is to allow our billing department to get these jobs ready for your approval.

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How can I tell if the voucher was completed correctly for a job I did?

In your Portal click “Completed Jobs”; if the Check-In/Check-out for that particular job is displayed, the voucher has been received and/or the provider has checked you in/out.

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Now that I have completed my job, is there anything else that I need to do?

After our system has processed and added billing information to your job and this information is visible in your portal, these jobs will appear in the “Completed Jobs” tab. It is very important that you review the information for every job in this tab for accuracy. You will be able to either “Approve” or “Dispute” the billing information entered for every job that you work.

NOTE: CTS cannot bill the state for any job until that job is “Approved” by you in the portal. For an in-depth job aid on this process please see the Approval and Dispute Process (PDF).

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If I cannot appear to a job, can I trade it with another CTS interpreter?

In order to ensure fair job distribution, CTS will not allow any interpreter to trade their job with another. If and when you are not able to attend one of your appointments, it will be expected that you cancel this job through your portal or immediately notify CTS, if within 24 hours. CTS will not bill the state for any job that is completed by an interpreter who is not assigned to the job within the system. Failure to adhere to this policy will result in non-payment for that job.

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Provider has requested me to stay to see an additional sibling/family member, am I required to stay and interpret for this individual?
  • Interpreters should never stay to assist a family member or sibling without being assigned by CTS
  • If you have not been assigned with a job # through CTS, you will not be reimbursed for your services.
  • Inform the providers that they must contact CTS for a job # and prior authorization

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What can I do if I am going on vacation or a leave of absence and don’t want to have jobs appear on my portal during this time?

If you are going on vacation, leave of absence or simply do not want to take jobs on certain days or times; CTS can block your schedule. To have CTS block your schedule please submit the following information to hcainterpreters@ctslanguagelink.com:

  1. Name and Interpreter ID#
  2. Dates and times that you will be unavailable.

All requests will be handled within 48 hours.

If you have an urgent matter and need your schedule blocked immediately, you can contact our scheduling center at 1(866) 519-3604 and press option 2.

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What is iCal/iCalendar

iCal is a web calendar service that allows you to download your CTS appointment schedule to your personal calendar on your device.

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When I download my schedule it only gives me basic information, can I add additional details about the appointment such as the patient’s name?

No, the information that is downloaded into your schedule is the ONLY information that you can store in your calendar. Having any other information stored on your phone or cloud device will be considered a HIPAA violation. This includes but not limited to:

  • Client/Patient Name
  • Address (all geographic subdivisions smaller than state, including street address, city, county, or ZIP code)
  • All elements (except years) of dates related to an individual (including birth date, admission date, discharge date, date of death, and exact age if over 89). The date of the appointment is allowable as it is pertinent to your arrival.
  • Telephone numbers
  • FAX number
  • Email address
  • Medical record number
  • Social Security Number
  • Any other unique identifying number, characteristic, or code

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How can I download my schedule using iCal?

Click here for a step-by-step guide on how to use iCal in your Interpreter Portal.

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Am I required to assist patients with their paperwork process?

Interpreters are not to complete forms or documents for the client without someone from the authorized requestors office present. Please see the Scope of Practice clause outlined within the interpreters professional Code of Conduct below for additional details.

SCOPE OF PRACTICE:

Interpreters/Translators must not counsel, refer, give advice, or express personal opinions to individuals for whom they are interpreting/translating, or engage in any other activities, which may be construed to constitute a service other than interpreting/translating.  Interpreters/Translators are prohibited from having unsupervised access to clients, including but not limited to phoning clients directly.

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Do I need to exit the exam room when a provider is not present?

Interpreters should never be allowed in the exam room with the client unless the provider or medical staff are present.  If the provider exits the exam room the interpreter must also exit the room. Please see the Scope of Practice clause outlined within the interpreters professional Code of Conduct below for additional details.

SCOPE OF PRACTICE:

Interpreters/Translators must not counsel, refer, give advice, or express personal opinions to individuals for whom they are interpreting/translating, or engage in any other activities, which may be construed to constitute a service other than interpreting/translating.  Interpreters/Translators are prohibited from having unsupervised access to clients, including but not limited to phoning clients directly.

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4. Cancellation (5)

What if I need to cancel a job that I have confirmed on my portal and can no longer take?

You will need to cancel this job from your schedule using the interpreter portal. CTS will not be able to cancel jobs for you. Keep in mind, we must track all assignments that interpreters accept and then give back. Per the contract, this will be forwarded to the State if requested. Please note: If the job is within 24 hours from the time you realize you are not able to keep it, you will need to contact our call center department at 1(866)519-3604 press option 2.

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Cancellation and No-shows

Cancelled— These jobs will be billed at the rate of two (2) units or fifty percent (50%) of the requested time for the appointment, whichever is greater, if:

  • They are cancelled by the provider or the client with less than twenty-four (24) hours notice and greater than six (6) hours before the scheduled start time of the appointment
  • The interpreter has not been reassigned for another appointment at the same time as the cancelled job
  • The 24 hours shall not include weekends or state recognized holidays
  • If any appointment within a consecutive series of appointments is a late cancellation the interpreter will be paid for thirty (30) minutes
  • This requirement applies including in cases of error on the part of the provider

 

Cancelled— These jobs will be billed at the rate of two (2) units or seventy-five (75%) of the requested time for the appointment, whichever is greater, if:

  • They are cancelled by the provider or the client with less than six (6) hours or less before the start of the appointment
  • The interpreter has not been reassigned for another appointment at the same time as the cancelled job
  • If any appointment within a consecutive series of appointments is a late cancellation the interpreter will be paid for thirty (30) minutes
  • This requirement applies including in cases of error on the part of the provider

 

HCA No ShowsThese jobs will be billed at the rate of two (2) units or seventy-five (75%) of the requested time for the appointment, whichever is greater, if:

  • LEP client, patient or authorized requestor fails to show for in-person interpreting services
  • This requirement applies including in cases of error on the part of the provider

 

DSHS No Shows These jobs will be billed at the rate of two (2) units or seventy-five (75%) of the requested time for the appointment, whichever is greater, if:

  • LEP client, patient or authorized requestor fails to show for in-person interpreting services
  • This requirement applies including in cases of error on the part of the provider

Note: These assignments will no longer show on the interpreter’s schedule to allow other available jobs to be seen and give the interpreter the ability to accept them. Also, providers may cancel assignments at any time therefore we require interpreters to check their portal each morning for updated schedules and assignments.

 

Cancelled No-Billing—These jobs will not be billed to the state and are considered ineligible for payment, if:

  • Interpreter fails to show for in-person interpreting services
  • Interpreter accepts a job more than four (4) hours from the scheduled start time and it is then cancelled within thirty (30) minutes of being accepted by the interpreter

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My job was a late cancellation or a patient/provider no show; but I cannot see the job on my portal, where did it go?

When CTS is notified of a late appointment cancellation (within 24 hours of the appointment start time) or when the job is considered a no-show, this job will be available under “My Schedule.” You will need to make sure the box labeled “Show Payable Jobs” is clicked and then hit the “Refresh” button.

MySchedule

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Why can’t I select a Leg Travelled for a cancelled Job that I am being paid for?

Mileage is not calculated for cancelled Jobs. If you feel mileage is due, you may create a mileage dispute through the portal for that Job.

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5. Incidents (12)

How can I track my Incident Reports?

In your portal, you are able to track all incidents by clicking on the incident tab. The incidents are listed in the box titled “My Incidents” with the title of each level of severity and how many incidents you may have in that particular category. It is the interpreter’s responsibility to view their incidents on this screen.

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When will a corrective action/consequence be taken?

Each incident does not generate an action taken. Instead, each incident will accumulate in relation to severity levels. At specified number of incidents there are corresponding actions taken. Please take note of the diagrams below: INCIDENT SCALE TABLE

INCIDENT SEVERITY: LOW
NUMBER OF INCIDENTS ACTION TAKEN
3 Low Severity Incidents VERBAL
5 Low Severity Incidents WRITTEN
7 Low Severity Incidents PORTAL RESTRICTION (10 day min)
9 Low Severity Incidents PORTAL RESTRICTION (20 day min w/warning notice)
11 Low Severity Incidents PORTAL RESTRICTION (30 day min)
12 Low Severity Incidents FULL PORTAL RESTRICTION (1 Week)
13 Low Severity Incidents FULL PORTAL RESTRICTION (2 Weeks w/final warning notice)
14 Low Severity Incidents TERMINATION OF CONTRACT

 

INCIDENT SEVERITY: MEDIUM
NUMBER OF INCIDENTS ACTION TAKEN
1 Medium Severity Incident VERBAL
2 Medium Severity Incidents WRITTEN
3 Medium Severity Incidents PORTAL RESTRICTION (10 day min)
4 Medium Severity Incidents PORTAL RESTRICTION (20 day min w/warning notice)
5 Medium Severity Incidents PORTAL RESTRICTION (30 day min)
6 Medium Severity Incidents FULL PORTAL RESTRICTION (1 Week)
7 Medium Severity Incidents FULL PORTAL RESTRICTION (2 Weeks w/final warning notice)
8 Medium Severity Incidents TERMINATION OF CONTRACT

 

INCIDENT SEVERITY: HIGH
NUMBER OF INCIDENTS ACTION TAKEN
1 High Severity Incident PORTAL RESTRICTION (10 day min)
2 High Severity Incidents TERMINATION OF CONTRACT

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How long will an incident remain on file?

Low and Medium severity incidents will continue to accumulate for a time frame of six months. After six months it will not continue to affect your record but will remain on file for documentation. High severity incidents will remain on file without a time restraint (indefinitely).

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What does Portal Restriction mean?

When an interpreter receives a Portal Restriction they will have their profile changed to only show them and allow them to accept jobs that have reached an emergency basis. Emergency basis will be defined as appointments that have not been filled within 48 hours of the requested start time. This will occur for a period of no less than ten (10) calendar days. As incidents accumulate within the six month time frame allotted by this proposal, additional days may accrue according to the provided scales. You will be notified by phone and email within three business days if you are to have a Portal Restriction.

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What does a Full Portal Restriction mean?

When an interpreter receives a Full Portal Restriction they will have their profile changed where they will not be allowed to view or accept any jobs for a period of no less than one (1) week. At this time all jobs that the interpreter is scheduled for within the restriction time frame will be removed from their schedule. As incidents accumulate within the six month time frame allotted by this proposal, additional days may accrue according to the provided scales. You will be notified by phone and email within three business days if you are to have a Full Portal Restriction.

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Do I have to respond with feedback?

For your benefit, we request that you respond to all Incident Reports as we are only able to evaluate the claim accurately when all parties have given their account. You have seven (7) business days to provide your feedback via your portal under the “Interpreter Feedback” section of the incident. This section is limited to 500 characters. If ever you feel that CTS may need additional information in order to accurately resolve an incident, please feel free to submit your additional information via email to hcainterpreters@ctslanguagelink.com, making sure to include the incident ID you are referring to. Please note, should you choose to submit additional feedback via email it must be received on/or before your feedback due date. If the additional feedback is received after this date, it will not be accepted and we will resolve the incident based on the information we have within our records as well as any verification we may have received during the investigation process.

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What happens when an incident is found to be invalid?

If an incident is created on an interpreter and after research it is found that it was created in error, the facts were given incorrectly or it should not have been created; CTS will mark that incident invalid. If an incident is marked invalid after it has been submitted to you, you will receive the following email:

This email is to inform you that we recently received your feedback, regarding incident XXXX for job number (XXXXXX). After researching and verifying the information you have provided, we have marked this incident as invalid. This incident will be removed from your portal and will not count against you.

This incident will no longer be visible on your portal and will be removed from your record.

 

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What does it mean when an incident is marked Undetermined?

When an incident has been considered closed and the investigation has resulted in an “Undetermined” resolution, it means that CTS was unable to validate the information given within the incident.

Undetermined incidents will not count against you. However, they will remain on your record, as they have an active lifespan of six (6) months. These incidents are used for tracking purposes only and will not be considered when taking action against an interpreter, unless a pattern is noticed.

 

 

 

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What is a Low Severity Incident?

A Low Severity incident classifies any violation against the Code of Conduct that has minimal impact on the appointment, provider and LEP.

Examples:

  • Interpreter arrives late without valid reason
  • Returning of assignments (less than 24 hours without a valid reason)
  • Re-occurring returning of assignments (less than 24 hours with a valid reason)

Please Note: These are only examples and do not encompass all reasons or situations that may constitute a Low Severity Incident.

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What is a Medium Severity Incident?

A Medium Level Severity incident classifies any violation against the Code of Conduct that has a moderate impact on the appointment, provider and LEP.

Examples:

  • Interpreter is a “no show, no call” to an appointment without a valid reason
  • Interpreter solicits their services
  • Interpreter expresses personal opinions; offers services other than interpreter/translating
  • Harassment to provider and/or clients

 

Please Note: These are only examples and do not encompass all reasons or situations that may constitute a Medium Severity Incident.

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What is a High Severity Incident?

A High Severity incident classifies any violation against the Code of Conduct that has a significant impact on the appointment, provider and LEP.

Examples:

  • Interpreter requests money or favors from LEP or provider.
  • Interpreter passes their appointment to others without CTS knowledge and approval
  • Requesting provider to enter incorrect start and/or end times to an appointment
  • Any violation to HIPAA, or to the Health and Safety of the patient

Please Note: These are only examples and do not encompass all reasons or situations that may constitute a High Severity Incident.

 

 

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How do I know if I have received a Praise Report?

All praise reports received by CTS will be processed in accordance to the Incident Resolution Process. These reports will be submitted to your interpreter portal as an unrated incident. It is important when receiving an unrated incident to review the incident description, as this will be your only way of verifying if you have received a praise report.

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6. Misc (2)

CTS LanguageLink’s website states they’re looking for interpreters nationally. Is our work being outsourced?

Please keep in mind that the requirement for the HCA contract serving DSHS and Medicaid enrollee appointments is to fill jobs with Washington DSHS Certified, Recognized and Authorized Interpreters first. We encourage you to pursue this designation, if you do not already have it, as this ensures your continued work under this contract. CTS LanguageLink is experiencing tremendous growth, and has recently been awarded a contract with the Federal Emergency Management Agency (FEMA) as well as other clients across the United States. Our recruitment efforts reflect this. If you contract with us and can work telephonically, you may be servicing any of our clients across the country.

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7. Immunizations (19)

What are the required vaccinations in order to provide interpretation services under the HCA Medical Contract?
  • Seasonal Influenza Vaccine
  • Rubella* (German Measles) vaccination or proof of immunity
  • Rubeola* (Hard Measles) vaccination or proof of immunity
  • Mumps* vaccination or proof of immunity
  • Varicella* (AKA Chickenpox or Shingles) vaccination or proof of immunity
  • Diphtheria vaccination or proof of immunity
  • Pertussis vaccination or proof of immunity
  • Tuberculosis (TB) screening

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When am I required to have the Seasonal Flu Vaccine?

You are required to have one dose, either nasally or by injection, at the beginning of the current flu season (valid for one year, due November 30th annually).

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What if I am unable to receive the flu vaccine?

If you are unable to be vaccinated for the flu due to medical reasons, it is necessary for you to provide this in writing from your physician.

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What is the MMR vaccine?

MMR stands for Measles, Mumps and Rubella.

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What is required to be vaccinated from MMR?

Individuals should have two (2) doses of the MMR vaccine:

  • First dose: 12-15months of age
  • Second dose: 4-6 years of age (may be given earlier, if at least 28 days after the 1st dose)
  • Some individuals will not get immunized until adulthood and must have the two doses, separated by at least 28 days. Unless you can show that you have with been vaccinated or had all three diseases.

If you have had all three diseases or have already had the vaccination, you will need to provide proof of immunity, this can be done by having a blood sample taken and tested by your doctor.

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What is Varicella?

Varicella is better known as the chickenpox.

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When should I be vaccinated for Varicella?

Children under age 13 years should get two doses:

  • First dose at age 12 through 15 months
  • Second dose at age 4 through 6 years People 13 years of age and older who have never had chickenpox or received chickenpox vaccine should get two doses, at least 28 days apart.
  • The second dose may be given at an earlier age if it is given at least 3 months after the first dose.

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What if I have had Varicella (chickenpox) previously?

You do not need the chickenpox vaccine if you meet any of these criteria for evidence of immunity:

  • Documentation of age-appropriate chickenpox vaccination;
    • Preschool-age children (12 months of age through 3 years old): 1 dose
    • School-age children, adolescents, adults: 2 doses
  • Laboratory evidence of immunity or laboratory confirmation of disease
  • Diagnosis or verification of a history of chickenpox or shingles by a healthcare provider.
  • If you do not have evidence of immunity against chickenpox, talk with your doctor about getting vaccinated.

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What is a Tuberculosis screening?

A Tuberculosis (TB) screening is an annual test that is required to be submitted to us in order to continue to provide interpretation services under the HCA Medical Contract. The test must have a negative result.

See below for the types of TB testing available:

Tuberculin skin test: The TB skin test (also called the Mantoux tuberculin skin test) is performed by injecting a small amount of fluid (called tuberculin) into the skin in the lower part of the arm. A person given the tuberculin skin test must return within 48 to 72 hours to have a trained health care worker look for a reaction on the arm. The health care worker will look for a raised, hard area or swelling, and if present, measure its size using a ruler. Redness by itself is not considered part of the reaction.

The skin test result depends on the size of the raised, hard area or swelling. It also depends on the person’s risk of being infected with TB bacteria and the progression to TB disease if infected.

TB blood tests: TB blood tests (also called interferon-gamma release assays or IGRAs) measure how the immune system reacts to the bacteria that cause TB. An IGRA measures how strong a person’s immune system reacts to TB bacteria by testing the person’s blood in a laboratory.

Two IGRAs are approved by the U.S. Food and Drug Administration (FDA) and are available in the United States:

  1. QuantiFERON®–TB Gold In-Tube test (QFT-GIT)
  2. T-SPOT®.TB test (T-Spot)

 

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I received a positive skin test, what are my next steps?

If you receive a positive skin test, your doctor will schedule you to have a chest X-ray to determine if you have a latent TB infection or Tb disease. Results can take up to two weeks to receive, you will not be able to provide services until your negative results are submitted.

 

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If I received a chest X-ray previously do I need to have a chest X-ray completed every year?

No, chest X-rays are usually valid for 3 to 5 years. During this period you will only need to submit an annual TB symptoms checklist to us, signed by your Doctor on an annual basis.

 

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Where do I get the TB symptoms checklist?

The Tb symptoms checklist is a form that is provided by your doctor. This form will ask you a series of questions and then signed by your doctor to determine if you are experiencing any signs or symptoms of TB.

 

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My doctor doesn’t have a TB Symptoms checklist, what can I do?

If you doctor does not have a TB symptoms checklist form you can submit a letter from your doctor with the following information;

  • Date received last negative result
  • MUST state that no symptoms of active TB are present as of current date (within last 12 months)
  • Signature of one of the following individuals:
    • Nurse
    • Nurse Practitioner
    • Doctor/Physician
    • Physician’s Assistant

*Signatures from Medical Assistants are NOT acceptable.

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Where can I submit proof of my immunizations?

Immunization documentation can be submitted to CTS using one of the three methods below:

  1. Fax to: 1 (855) 830-4590
  2. Email to: hcainterpreters@ctslanguagelink.com
  3. Mail to: ATTN: HCA Interpreters; 701 NE 136th Ave., Suite 200; Vancouver, WA 98684

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Why am I being asked for an Interpreter Attestation form?

Whenever immunization documentation is not sent in directly from your provider, you are required to fill out and sign the Interpreter Attestation form, found on the home page of your portal or by clicking here. This form certifies that all of the information you are providing is correct and verifiable.

If immunizations are sent in from your provider directly this form is not required.

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I sent in my immunizations, when will they be processed?

All immunizations received by 4:00 p.m. Monday thru Friday, will be processed the same day by 5:00 p.m. Those sent after 4:00 p.m. or on Saturday/Sunday will be processed the next business day by 5:00 p.m.

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Will I receive a reminder when my TB screening is due?

A reminder email will be sent out to all interpreters 30 days before their annual deadline stating the following:

Your annual Tuberculosis screening will expire in 30 days. You must submit proof to CTS LanguageLink that this screening has been updated and a negative result was received, no later than 4:00 p.m. on Expiration Date. If we do not receive evidence of a negative screening before said date, you will no longer be offered HCA Medical Onsite Interpretation appointments.

If you have scheduled an appointment for this test, please provide us with the date so that we may add that to your file.

All notices are sent to interpreters as a courtesy. As a business owner it is ultimately your responsibility that all information required to service this contract is current and up-to-date.

 

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Am I given an extension?

All interpreters are given a 15 day extension from the date of their annual expiration date. However, you are restricted from accepting any new HCA Medical assignments on your annual expiration date.

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What happens after the 15 day extension period?

On the 15th day, if CTS has not received your negative TB screening results by 4:00 p.m. all HCA Medical appointments will be removed from your schedule.

Please Note: Any jobs removed from your schedule will not be replaced once immunized.

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