COVID-19 Resources for Providers

Video Interpreters

Contracted HPSM providers can now get video interpreters for in-person and telemedicine visits through our partner, Certified Languages International (CLI). Video interpreters can help you communicate better with members who have limited English proficiency (LEP) or require American Sign Language (ASL) assistance. That’s because, in addition to speaking in your patient’s preferred language, they can also use visual cues such as facial expressions and hand gestures to communicate. 

Get a video interpreter for an in-person visit

  1. Obtain a secure access code for the Certified Languages International (CLI) platform by sending a request to interpreters@hpsm.org.
  2. Enter your access code at hpsm.cli-video.com and click “Submit.”
  3. Grant the platform permission to access your microphone and camera.
  4. Enter your name or clinic name, the member's name and the member's date of birth, then click the “Submit” button.
  5. On the expert selection screen, click the video camera icon on the language you need.
    1. If you have trouble understanding your patient, show them the screen and ask them to point out their language.
    2. If a video interpreter is not immediately available, you can either choose an audio interpreter or schedule a video interpreter for a later time.
    3. If you do not see the language you need, scroll to the bottom of the screen and choose “Other Languages” – an operator will then connect you to a telephonic interpreter who speaks the language you need.
  6. Click submit and wait to be connected to the interpreter When the appointment is done, click the red “End Call” button in the upper-right corner of the screen.

Get a video interpreter for a telemedicine visit

  1. During a telemedicine visit, or after your patient schedules a telemedicine visit, follow steps 1 through 3 of the instructions above.
  2. Ensure the patient's computer system meets the minimum requirements. Learn more.
  3. Click the “Add Expert” button and enter the patient’s email or cell number.
  4. Click “Invite” and then “Send Link.”
  5. When your patient clicks on link you sent, and your patient allows access to video and microphone on their device, they will be connected to the session.
  6. Continue with step 4 of the instructions above for an in-person office visit.

Get a video sign language interpreter for an in-person visit

  1. Follow the steps above for getting a video interpreter for an in-person office visit.
  2. In Step 5, language selection, click the video icon for American Sign Language.

Schedule a video interpreter ahead of your appointment

  1. Follow the login instructions above.
  2. Scroll to the bottom of the expert selection screen, then click the “Make an appointment” button.
  3. Fill out the information fields, then click the “Submit data” button.
  4. You will receive an email with a reference number and link for you to click at your scheduled appointment time; or you can scroll to the bottom of the expert selection screen, click the “Go to an appointment button” and enter your reference number.

Best practices for video telemedicine sessions

  1. If you have scheduled a video interpreter for a later appointment, make sure the patient knows to log in at that time and email or text them the website link.
  2. Speak directly to your patient rather than the video interpreter – this helps them interpret everything they hear.
  3. Use a stand to position your device rather than asking the patient to hold it.
  4. Focus the camera on the patient rather than yourself and ask the interpreter to confirm that they can clearly see the patient.
  5. Learn how to use the CLI platform features:
    1. In the upper-right corner of the screen, under the red “End Call” button, is a menu where you can: Disable the speakers, microphone or camera for privacy Call a colleague or patient’s relative by clicking “Add Expert” and using the dial pad.
    2. In the bottom-right corner, click “Chat” to send information to the member and/or interpreter.

Patient/Provider/Interpreter all remote?

CLI video

No problem. Watch our training video on how to see an LEP patient when patient, provider, and interpreter are all sheltering in place.

Use a video interpreter during a Telehealth visit

  • Provider is at the clinic
  • Patient is in the comfort of their home, and
  • Video interpreter is accessible through the CLI platform

1. Help your patient prepare

  1. Notify the patient of the scheduled time and date of the Telehealth visit.
  2. Ensure they have the minimum system requirements;
    • Access to a smartphone, tablet, or computer from their home
    • A functional video camera and microphone
    • A network connection and Chrome, Firefox, or Safari web browser
    • Access to email or text service for receiving the secure link

2. Connect with the Interpreter

  1. Obtain a secure access code for the Certified Languages International (CLI) platform by sending a request to interpreters@hpsm.org.
  2. Enter your access code at hpsm.cli-video.com and click “Submit.”
  3. Allow permission to use your camera and microphone
  4. Select Video Option for Patient Language: Wait for Interpreter to join you
    • Inform Interpreter that you’ll be inviting patient to join remotely

3. Invite your patient

  1. Click on “Add Expert” button in the toolbar
  2. Click “Invite”, then enter patient’s email or cell number in the corresponding field
  3. Click “Send Link”

When your patient clicks on link you sent, they will be prompted to allow access to video and microphone on their device.

4. End the remote appointment

  1. Select “End Call” red button
  2. Patient an Interpreter will be disconnected from call

FAQs regarding CLI Video Interpreter

Once you log into the platform, you can view estimated wait times next to each language. 

If an interpreter is not immediately available, click on the language that you need interpreting services for and you can either proceed with an audio interpreter or schedule a video interpreter for a different time.

Yes, you can. In the language options screen, there is a make an appointment button at the bottom. Click on the button. Enter the requested information You will receive an email with a reference number once an interpreter has been confirmed.

You can connect to a scheduled appointment in two ways:

  1. Click on the link in your confirmation email: Enter the reference number provided to you
  2. Log into the platform: Click on the go to an appointment button at the bottom of the language selection screen: Enter the reference number provided to you.

In the language options screen, click on the other languages button. An operator will connect you to an over the phone interpreter through the platform.

The member cannot be required to use their own phone to access interpreter services. Please email interpreters@hpsm.org if you’re unable to provide the required interpreter services.