FAQs

• Where do we call to get an interpreter?
  Call MAMI Syracuse or MAMI Utica. (You may need to get authorization from your facility first.)
  
  
• Do I have to get approval from the hospital or a facility coordinator before I can contact MAMI for services?You need to follow procedures provided by your language coordinator. (We recommend that you establish a language coordinator at your facility, if you do not have one as yet.)
  
  
• How can I determine the language of the patient?
  There is a “Language Identification Flash Card” in your packet. It includes some, but not all MAMI supported languages. We are in the process of adding our other languages to the form. For patients who do not read, please call the MAMI office for assistance.
  
  
• Can we cancel an appointment?
  Yes. However, if it is a same day cancellation, there is a $20 charge.
  
  
• Who pays for the service?
  The health care facility pays for services. In some cases, the insurance company may pay.
  
  
• What information do we need to provide to MAMI to get an interpreter?
  See “Interpreter Request Form”.
  
  
• How long before an appointment should we schedule an interpreter?
  You may schedule an interpreter any time, but MAMI is more likely to get an interpreter if you make the request at least one day in advance. There is an additional charge for same day requests.
  
  
• How long does it take for an interpreter to come to the site in case of emergency?
  Response time on availability of an interpreter is within 10 minutes. Interpreter is usually on site within one-half hour.
  
  
• How are we billed?
  Billing is within two weeks of date on which MAMI recieves information documenting appointment.
  
  
• Can we save money if we schedule patients back to back with the same interpreter?
  Yes. Because everytime you request an interpreter, we charge a one-hour minimum. If you indicate back-to-back appointments, we charge for a single block of time.
  
  
• When do charges begin?
  Charges begin at the time of appointment or the arrival time of the interpreter -- whichever is later, assuming the interpreter arrives within 10 minutes of appointment. MAMI interpreters are instructed to call the facility if there is a delay and to ask whether the interpreter is still required or if the the facility would like to make other arrangements.
  
  
• Do we have to pay for mileage?
  Not within Onondaga and Oneida Counties. Outside of these Counties, mileage is according NYS rates.
  
  
• Whom should we call if an interpreter does not arrive on time for an appointment?
  Call the MAMI office immediately.
  
  
• Are MAMI interpreters trained to keep confidentiality?
  Yes. They are prepared to sign a document indicating that this is the case.
  
  
• Does HIPAA require that facilities use trained interpreters?
  HIPAA requires that the patient know his/her privacy rights. Any interpreter brought in by the patient may not be aware of these rights or may not be able to translate documents that make the patient aware of these rights. Such interpreters are not subject to HIPAA regulations. All MAMI interpreters are trained in HIPAA regulations and are able to accurately provide the information to patients.