HOW TO SCHEDULE SERVICE
By Phone- (512) 754-8047 Monday - Friday 8:00AM - 5:00pm
(512) 715-2042 After Hours / Weekends
By Email- [email protected] (Cheryl Bailey) & [email protected] (Mary Brand). Please use the email request method ONLY for service being scheduled more than 24 hours in advance. Please email BOTH Mary and Cheryl when sending service requests by email.
Online Request- You will find an online service request form on our website under the "Customers" tab.
Service is available 7 days a week 24 hours per day. We are able to accommodate most urgent/same day requests and there is no extra charge for service scheduled with less than 24 hour notice. However, to assist in making sure that you receive the best service at the absolute lowest rate, please schedule your service as far in advance if possible. Advance scheduling allows us a better opportunity to match the most suitable and appropriate interpreter to your need and accommodate consumer preferences/needs i.e. specific interpreter requested, male only need, female only need etc.
All service requests and cancellations must be made with Cheryl Bailey or Mary Brand. Service cannot be scheduled or cancelled via an interpreter representing San Marcos Interpreting or the Deaf consumer/patient. Please contact Cheryl Bailey or Mary Brand directly for all service requests and cancellations.
WHY ARE TWO INTERPRETERS NEEDED IN SOME SITUATIONS?
Typically, if you require service for one hour or less, one interpreter is suitable and only one interpreter will be scheduled to provide your service. There may be some situations where two interpreters are required for a one hour or less appointment or meeting. However, these situations are rare and would be discussed with you in advance of scheduling confirmation.
In the event that you are requesting more than 1 hour of service, it is possible that two (2) interpreters will be required. Interpreting requires extensive mental processing of information and is physically taxing and demanding on the interpreter. In order to preserve the health of the interpreter and to ensure that information is being interpreted accurately and correctly, two interpreters are necessary for many situations that are more than 1 hour in duration. There are circumstances in which longer service requests would NOT require two interpreters and two interpreters are never assigned automatically simply because your need is more than 1 hour in duration. When scheduling your service, we will discuss the details of your service request and the dynamics and content of your service need. If we feel that one interpreter cannot provide effective communication and interpreting service in a safe and accurate manner for your situation, we will communicate that to you at the time service is being requested and two interpreters will be scheduled.
HOW WILL I BE BILLED FOR
Invoices are submitted to all customers twice per month. Invoicing cycles are the 1st-15th and 16th-last day of the month. Invoices are sent out within 2 business days after the cycle ends. Invoices are typically mailed to customers, but we can certainly email or fax them as well if this is more convenient for you.
There is a minimum of 60 minutes service billed per request. If your need is for less than 30 minutes, you will be billed for the full hour. If your need exceeds one hour, you will be billed in 15 minutes increments after the first hour. All service end times are rounded to the nearest quarter hour.
You will be billed 1 hour Admin fee per interpreter per assignment/appointment. This fee helps cover our administrative costs as well as the cost associated with interpreter travel to/from the service location. The Admin fee hourly amount is equal to the hourly rate billed for service. In most situations, the Admin fee will not exceed 1 hour. However, in some situations where interpreters are travelling longer distances or outside our normal service delivery area, this fee may increase.
WHAT ARE MY OPTIONS FOR
Payment terms are 2% 10, 1%15 Net 30
Invoices can be paid by check or credit card
If paying by credit card, please contact Cheryl Bailey to provide credit card information for payment processing.
DISCOUNTS AVAILABLE TO
High Volume Discount
If your total service billed in one cycle equals $1500.00 or more, you will qualify for an automatic discount to your bill. This discount will be applied and reflected on your invoice automatically. Please note that this discount may not apply to service provided under a special customized contract situation for which the hourly rates billed are discounted already.
There are three discount tiers:
$5000.00 or more
Prompt Pay Discount
Terms for payment of invoices is Net 30. However, if you are able to pay your invoice within 10 or 15 days from the date of the invoice you are eligible for a 2% or 1% discount respectively. To earn this additional discount simply make your credit card payment online or by phone within 15 days FROM THE INVOICE DATE or have your payment mailed with a postmark date not to exceed 15 days FROM THE INVOICE DATE. You may deduct any earned prompt pay discount immediately when making payment or you may pay your invoice in full and we will issue a credit for this amount of the discount earned on your next invoice.
If you are with a school district or university and in need of high volume of classroom/educational service, we will customize a discounted rate for your unique situation and needs. Please contact Cheryl Bailey to discuss your high volume needs.
Waiver and Credit for No Shows / Service Cancelled Less than 24 Hours in Advance
We understand that situations that lead to last minute cancellation of service and/or "no shows" by the consumer/patient are often out of the control of the customer. Therefore, San Marcos Interpreting offers up to two credits per month for these situations. Should you have to cancel service less than 24 hour in advance for any reason (including patient/consumer not showing up for a scheduled appointment, we will issue a credit of $50.00 towards the billable service for that appointment. Only two credits are applicable in each calendar month. After two credits have been issued in any given month, service will be billed in full for any additional cancellations made less than 24 hours in advance.
The hourly rate that you are charged for billable service/Admin will vary depending upon the level of certification held by the interpreter who provides your service. For example, service provided by a Basic/Level 1 certified interpreter will be billed at a lower hourly rate than service provided by a Master/Level 5 certified interpreter.
There are many variables that factor into what interpreter is scheduled to provide your service. Those variables include, but may not be limited to, the content or type of meeting or appointment being interpreted, interpreter availability and consumer or customer interpreter preference. If a lower certified interpreter is available who is qualified and suitable for your specific request/need, we will schedule him/her in an effort to save you money. However, there are situations that will require a higher level interpreter or an interpreter with a specialized certification that makes him/her the most appropriate interpreter for your need. In those situations, the higher certified interpreter will be scheduled even if a lower certified interpreter is available. Customers are always welcome to request a Basic or lower level interpreter. However, we are not always able to accommodate that request for reasons stated above. Often, especially when service is scheduled with less than 24 hour notice, a lower level interpreter may be suitable for your need. However, an interpreter at that level may not be available rendering it necessary for us to schedule a higher level if that is all that is available.
Service and Admin fees incurred/provided Monday - Friday 8:00AM-6:00PM will be billed at our standard hourly rates.
Service and Admin fees incurred / provided before 8:00AM, after 6:00pm or on weekends will be billed at 1.5 times the standard hourly rate.
Service and Admin fees incurred / provided on holidays will be billed at 2 times the standard hourly rate. Holidays for which this billing will apply are: New Years Day, Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas Eve, Christmas Day
For a detailed fee scale, please contact us at your convenience.