How Should I Handle SCAN Requests?
SCAN requests should be handled based on whether the request is for onsite interpretation or whether a provider office is calling about a SCAN appointment.
SCAN requests should be handled based on whether the request is for onsite interpretation or whether a provider office is calling about a SCAN appointment.
Scenario A: Onsite request via email
SCAN frequently coordinates onsite interpretation through approved BPO partners.
Escalate directly to:
- Martin
Scenario B: A provider office calls about a SCAN appointment
A provider’s office may call on behalf of a SCAN member.
Important
CQ Fluency is contracted with SCAN, not individual provider offices.
Response steps
- Advise the provider office to contact SCAN directly.
- Provide the SCAN contact number.
- Do not release account information.
If pushback continues
- Obtain the caller’s email address.
- Send the approved response template.