INTERPRETING SERVICES AGREEMENT



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Problem Statement: Many interpreter service organizations spend an increasing amount of staff time managing a large roster of fulltime/part time staff interpreters, independent contractor and volunteers in a very challenging service environment. Appointment volumes are increasing in a multitude of languages. Many same-day requests with concurrent language needs required throughout a large geographic service area are commonplace.

Intake of interpreting assignments is currently performed via mostly manual input taken from telephone, e-mail and Fax requests, with no automation for repetitive data. Scheduling is proving to be equally unwieldy, given the fact that the organization relies on several internal and external sources to fulfill interpreting requests. Paper accounting systems, appointment receipting and basic information management is taxing the limited staff resources available to the department.

Growth has increased due in large part to the success of interpreting services organization to fulfill appointments when needed. In order for Interpreting Services to maintain current and future appointment fulfillment volumes, the organization must reorganize its back-office operations to keep pace with its success. Leveraging the power of the internet is this proposal’s response to link both requesters and interpreters more efficiently, empowering both groups to manage their accounts through a single point of entry.

Selected Features of the Internet Interpreter Scheduling System (Not Comprehensive):

The Internet Interpreting Scheduling System is Fluency’s proprietary web-based scheduling system that accepts direct interpreter scheduling over the Internet. The system works in the same way as booking an airline reservation or a rental car.

~ Interpreting Services can credential two types of user via e-mail: Clerk User and Super User:

Clerk User for frontline medical assistants (Basic appointment scheduling and management functions)

Super User for department managers/supervisors (Added accounting, record keeping, auditing and reporting functions).

Each, authorized requester of interpreting services is provided a unique username and randomized scrambled password. Upon log in, Users can input, edit and cancel interpreting assignments directly into a secure, HIPAA-compliant database, 24/7/365

~ Interpreters retrieve these assignments on the internet, accessing the website using their own username and password from anywhere, and they can accept and reject appointments 24/7/365, and manage every aspect of their work with the medical system (time off requests, income reports, no-go areas).

~ Managers of interpreting services can assign appointments, input, add, edit or cancel appointments as needed, receive real-time information of where every interpreter is within the medical system now and in week ahead views; credential or revoke system access to any user in the community, generate global usage reports, and manage all financial and audit functions of the system 24/7/365

~ Scheduling Flexibility: Appointments can be placed in a public folder available to all same language interpreters to self-schedule (aka “The Piranha Pool”), or can be placed into an individual interpreter’s folder that is protected from view by other same language interpreters. Depending upon agency criteria, appointments can remain in an interpreter’s private folder untouched up to an editable time frame, which, upon expiration, reverts back to schedulers for reassignment.

~ Pre-Loaded payment rules can be customized for every interpreter by time of day, appointment venue, language differentials and type of interpreter (Agency, Staff, Independent Contractor etc.) all payment calculations are automated and exportable to financial software solutions such as QuickBooks and/or to an Excel Spreadsheet for review.

~ Appointments saved and scheduled in the database AFTER BUSINESS HOURS can be sent as a text message to any cell phone, digital pager or PDA, giving on-call managers a “heads up” of pending appointments needing interpreters. Scheduling parameters are editable and as automated as deemed necessary

~ Easy adoption by the User Community; Interpreter, Clerk User, and Super User’s GUI’s are intuitive and easy to understand for those familiar with standard internet commerce protocols. The Scheduling System has been in use in the healthcare sector since 2005, and has required minimal staff time for training purposes.

~ Interpreter / Customer / Staff satisfaction has increased, telephone hold-times will be reduced, call volumes will drop, system responsiveness will increase and more work can be managed with less stress and less staff time

~ Complete transaction histories allow appointment actions to be traced to every individual that interacts with the interpreter request from intake to completion (i.e. who requested, who edited/cancelled, which interpreter accepted or dropped the appointment etc.). Schedulers can track original interpreter to first appointment in order to maintain continuity of care.

~ Electronic paper management – all paper forms will be available to any user online

~ Telecommuting / Disaster Preparedness, all business operations can be managed offsite via the Agency platform built into the Web application.

As an Application Service Provider (ASP), Fluency, Inc. is licensing the product as a Web-based application which provides unlimited User Names and Passwords to anybody in your community for a reasonably priced monthly license fee that covers all Fluency upgrades, maintenance, support, data storage and back up systems.

No other software is required for the system. An internet connection to a standard desktop PC, Adobe Acrobat Reader, MS Word, and Internet Explorer browser is all you need.

A) For Requesters of Interpreting Services

Customers, such as a department within a medical system are given a unique user name and password to enter the system, credentialed either as a Clerk User or Super User. All Users may check up on previously scheduled appointments, cancel upcoming appointments, and schedule new appointments 24/7.

Other functionality built in to the system includes:

•  View digital images of all hard copies of Appointment Verification Receipts signed by the provider that have been scanned into the system by the interpreter

•  View, create and export customized usage reports that can be accessed by Super Users to monitor activity over time, by department, language and cost.

•  Receive automatic e-mail confirmations in real time for the following circumstances:

When an appointment gets scheduled into the database – a “gatekeeper” staff member can receive an e-mail identifying who scheduled the appointment and all pertinent appointment details. This individual can track all requests as they are made and can allow or cancel any appointment as they see fit.

When an interpreter accepts and confirms their coverage of the appointment, the individual who scheduled the service can receive a confirmation e-mail in real time, so they never have to wonder if the appointment is covered or not.

•  Receive accurate invoicing that is pre-coded with the appropriate cost centers specific to each hospital department, including all pertinent information attached to the appointment

•  Complete an Interpreter Feedback Form critiquing an interpreter’s work during an appointment and send it directly to Interpreter Services for quality control purposes.

•  Easy-to-use appointment search functions, duplicate appointment lock-out features, pre-completed appointment information for follow up appointments and much more!

B) For Individual Interpreters

Contract and staff interpreters can perform the following functions with the System:

• At login Interpreters view their dashboard and clearly identify what requires their immediate attention.

• Choose appointments they wish to cover from the “Piranha Pool” of uncovered appointments awaiting an interpreter assignment

• Accept or decline appointments awaiting their review in their Private folder

• Print out hard copies of Appointment Verification Receipts to take to the appointment

• Print out daily schedules and pre-loaded MapQuest driving directions that automatically grabs both their home address and location of their appointment.

• Receive pre-loaded specific walking directions to appointment venues, along with pre-appointment instructions if required (i.e. “check in with Mary Smith, at Window A, patient will be in the NICU” )

• Decline or accept appointments reserved especially for them as part of follow-up protocols

• Communicate days-off vacation / personal time requests, so schedulers can receive interpreter availabilities in real-time – auto lock-out feature prevents scheduling interpreters who have requested time-off in the system.

• Scan appointment receipts into the database and enter other pertinent “Time Finish” data

• Run income reports from completed assignments pending payment – Interpreters see what they will be paid for every appointment as part of the “Time Finish” operation

• Built-in capability for Home Health requests – off-campus appointments with medical staff

• Create “No-Go” areas where the interpreter does not wish to travel to for assignments

• View evaluations received from Requesters vetted by Interpreter Services staff

• View Upcoming announcements about trainings, meetings and events of interest to the interpreter pool.

C) User’s System requirements: Standard Desktop PC, Internet Access, Internet Explorer Browser, Adobe Acrobat reader, MS Word viewer, and/or MS Word

D) Server Specifications: Dedicated DELL servers (Web server and Database Server) residing in a secure SUREWEST co-location facility at McClellan Park 24/7/365 – ( shared with the 911 Emergency telecom center for the Northern California region) , monitoring, power and internet connection redundancy unlimited data storage for each customer. Co-Lo specifications are available upon request.

E) Security: 128bit Secure Socket Layer (SSL) encryption, password protected, Sonic Wall Enterprise Class Firewall coupled to a comprehensive gateway Anti-virus, Anti-spy ware and Intrusion Prevention subscription service, HIPPA Compliance audit will be available for inspection

F) Database Software: SQL Server 2000 Enterprise Edition

G) Web Application Software: Web-based application, written in .Net framework, version 1.1

H) Platform: Windows Server 2003 Enterprise Edition

I) Back-ups: Daily Tape Back Up at the Data Center as well as Off-site back up managed through a secure site-to-site VPN Connection to storage devices. Dual razor HP Proliant servers are used to back up data on an hourly basis.

J) Offline Requirements: Fluency, Inc. reserves the right to upgrade and maintain the system, requiring Users to go offline during selected weekend times during the year.

K) Archiving: Scanned documents will be available for User access for a period of 24 months from the creation date, thereafter, documents may be retrieved via e-mail request. E-mailed requests for archived documents will be delivered within 5 business days from request date.

L) Timeline*

Phase 1: Introduction to the Application, unique links are created and sent for

demonstration and training purposes for key staff members and managers. This phase includes 1 to 4 hours of complimentary telephone orientation and training.

Phase 2: If the application meets with the approval of managers, our Licensing Agreement is forwarded for review, an initial non-refundable License Fee Deposit of $2,750 is sent to Fluency, Inc. Real data begins to be inputted into the system (i.e. interpreter / customer / department / clinics and venues / billing information).

Phase 3: Production: Licensing Agreement signed, balance of Licensing fees are paid, and continued training and support occurs. The application goes live to the User community in this phase

Phase 4: All change orders after system launch will be billed for time and materials.

*We estimate the total time necessary for data- migration, training and other ramp-up activities to take no longer than 60-days from execution of the Licensing Agreement.

M) Financials Itemized by Phases

Phase 1: No Charge

Phase 2: Two Thousand Seven Hundred Fifty Dollars ($2,750) non-refundable deposit

Phase 3: Monthly license fee based upon the following appointment volumes:

Level 1:     0 to 600 appointments per month  

Monthly Fee:  $300            

Over Transaction Fee Per Transaction:  .75 cents

Level 2:     Up to 1,000 appointments per month  

Monthly Fee:  $450            

Over Transaction Fee Per Transaction:  .75 cents

Level 3:    Up to 1,500 appointments per month  

Monthly Fee:  $625  

Over Transaction Fee Per Transaction:  .75 cents

Level 4:    Up to 2,000 appointments per month  

Monthly Fee:  $850  

Over Transaction Fee Per Transaction:  .75 cents

Level 5:    Up to 2,500 appointments per month  

Monthly Fee:  $1,250  

Over Transaction Fee Per Transaction:  .75 cents

Phase 4: Time and Materials will be billed at the rate of $75 per hour

N) Your Satisfaction Guaranteed by our Refund Policy – 30-day Free Trial Period

Fluency customers receive a 30 day free trial period after going live in Phase 3. During the free trial period, one (1) month of hosting fees are automatically waived. If after 30 days you are not satisfied with the features found in the Internet Interpreter Scheduling System, all license fees (less deposit monies paid) will be returned to Customer.

O) Technical Support: Unlimited telephone support between normal business hours (Mon – Friday 9am to 5pm) is available during Phase 2 and Phase 3. During the 30-day Free Trial period, Unlimited Telephone support will also be available between normal business hours. Thereafter, telephone support bills @ $55 per hour billed in 1-hour increments.

P) Application Genesis: Over five years in development, the Scheduling System was put into production as a means of managing ever-increasing appointment loads for a commercial healthcare interpreting agency in Sacramento, California. Our system went live as of April of 2005, and has been in use ever since 24/7/365 for our customers and interpreters.

Current Users of the Internet Interpreter Scheduling System*

REQUESTERS OF INTERPRETING SERVICES

Kaiser Permanente, North Valley –

Morse Avenue, Roseville Hospitals / outpatient departments and clinics

Kaiser Permanente, South Sacramento

Kaiser South Sacramento Hospital / outpatient departments and clinics

Catholic Healthcare West - Mercy San Juan Hospital

Sutter Health – Sacramento Sierra Region

Sutter Memorial Hospital/ outpatient departments and clinics

Sutter General Hospital/ outpatient departments and clinics

Sutter Roseville Hospital/ outpatient departments and clinics

Sacramento County – Department of Human Assistance

City and County of San Francisco – Human Services Department

Sutter Alta Bates Comprehensive Cancer Clinic – Berkeley, California

PROVIDERS OF INTERPRETING SERVICES

• Language World Services Inc., Sacramento, California

• ICI Communications, Lincoln, Nebraska

• Catholic Charities, Diocese of Fort Worth, TX

• Tennessee Foreign Languages Institute, Memphis

• Interpreters Translators International, Manchester, CT

• Heartland Alliance, Chicago, IL

• Metaphrasis, Chicago, IL

• Stanford University Hospital and Clinics, Palo Alto, CA

• Healthy House, Merced, CA

• Community Refugee and Immigration Services, Columbus, OH

• Alameda County Coalition on Language Access in Healthcare, (ACCLAH)

* Client References gladly furnished upon request!

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