---
title: How Should I Handle SCAN Requests?
description: 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.
---

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# 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

1. Advise the provider office to contact SCAN directly.
2. Provide the SCAN contact number.
3. Do not release account information.

### If pushback continues

1. Obtain the caller’s email address.
2. Send the approved response template.

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