How Can We Help?
Scripts for Common CMS Challenges
| Issue | Suggested Verbiage and Action |
| Audio/Technical Issues | “Interpreter speaking. I’m having trouble understanding the speaker due to poor audio quality. I will ask them to repeat their statement to ensure accuracy.” If needed: “Interpreter speaking. I recommend moving closer to the microphone to improve clarity. I will remain on the line and continue assisting.” Stay connected and actively troubleshoot audio issues without disconnecting |
| Interpreter is unfamiliar with terminology | “Interpreter will look up a term, one moment please…” (Have resources ready to minimize impact) |
| Tester fluency Issues | “Interpreter speaking, the speaker’s response/phrasing is unclear, I will need to request clarification to ensure accuracy.” Keeping timing in mind, attempt to communicate as much as possible with use of protocol. Report to CLI ASAP. |
| Lengthy Interventions | Keep interventions short and simple: “Interpreter needs repetition“ …then in language: “Please repeat _______” (specify the plan name, or the medication name in need of repetition) |
