Frequently Asked Questions

Q: What is LUNA’s goal in going paperless? How does it benefit me?

A: Beginning July 1st, 2017, LUNA is going paperless! We will replace the paper encounter forms with a digital alternative. Interpreters have asked for this feature to save time, costs, and eliminate the hassle of paper forms, and we’ve listened.

We know you are eager to be rid of the paper forms and will enjoy the speed, ease, and convenience of submitting your invoices digitally along with improved accuracy and continued, bi-weekly pay. We are excited about this paperless initiative and are confident that it is going to greatly benefit our clients, our accounting team, and, especially our interpreters. Thanks for being a big part of this effort!

 

Q: What is the Atrium LSP Ware App? Is there a user guide for the app?

A: The Atrium LSP Ware App is a way to input your invoice information and to obtain client signatures for your interpreting jobs with LUNA. You can also view your assignments and your payment records, all using just your phone. It is offered as an extension of the Atrium Desktop Portal. The app will replace LUNA’s paper encounter forms. No more paper forms are needed! See our Atrium App User Guide for a full explanation on how to use the app. The LSP Ware Atrium App is a free app available through the Google Play Store for Android and the App Store for iOS.

Note: Some clients may still require that paper forms be signed.  If this is the case, please request a digital signature in addition to signing the paper form.

 

Q: What is the Atrium Portal? Is there a user guide for the portal?

A: The Interpreter Portal is a fully-functioning program with allows access to Atrium, LUNA’s scheduling system. The portal allows you to:

1. Modify your profile information
2. Communicate availability
3. View your calendar
4. See a listing of all closed, active, and future jobs
5. Enter your invoice information (also in app)
6. Add more invoice activities after you have signed off a job on the app, i.e. mileage, travel (also in app)
7. See your payment information (also in app)

See our Interpreter Portal Video User Guide below for a full explanation on how to use the portal.

You can access the portal from any desktop internet browser by visiting the Atrium login page.

 

Q: What is the difference between the portal and the app?

A: Though there are many capabilities shared by both applications, the portal and the app are meant to work together. While the portal gives more information and more editing capabilities, only the app has signature capabilities. Click here to see details on the differences.

 

Q: Will LUNA continue to accept paper encounter forms?

A: No. Starting July 1, 2017, all interpreters will enter their invoice hours and client signatures digitally using the Interpreter Portal or the Interpreter App in order to receive payment from LUNA (same bi-weekly payment schedule as before). If you still have questions after viewing the FAQ, Portal User Guide, and App User Guide or if you have any other concerns regarding this new policy, please email atriumQ@LUNA360.com, call us (317-341-4137), or come into the office where we would be happy to walk you through a demonstration of our new digital processes.

 

Q: How can I download the app?

A: The LSP Ware Atrium App is a free app available in both the Google Play Store for Android and the App Store for iOS.

 

Q: I’ve never used the portal or the app. How do I get an account and password? How do I log on?

A: If you can’t find your access email with your temporary password, you can reset your password using the Atrium App (Android and iOS versions available) on your phone or the Interpreter Portal on your desktop computer. Atrium will then send you another email with your logon credentials. Your username is always the email address where you receive assignments from LUNA.

When logging onto the app, put in your email address and tap the green checkmark to enter your password below. On both the app and the portal, after you enter your temporary password, you should then be prompted to change it to a password of your choice. You must tap/click “Login” to finish the login process on both the app and portal.

 

Q: Is all of my job information on the app?

A: Yes. Tap on the job you need to access in either the “Assigned Today” Tab or the “All Assigned Today” tab. You will see the location information, consumer data, and service details associated with this job right on the “Job Detail” screen. You can scroll down to see additional information. You can even tap on the location address to bring up Google Maps for this job!

 

Q: What is the “Open” tab and why does it show “0 Jobs”?

A: At this time, LUNA has not made “Open Job” functionality available. We’ll keep you updated on any future use of the “Open” tab.

 

Q: Does using the app change how I’ll be paid?

A: No. LUNA’s policies regarding minimums, availability for additional jobs, payment dates, and all other payment related guidelines are staying the same. The only change is easier record keeping!

 

Q: How do I enter my interpreting hours to get paid?

A: Start by opening the Atrium LSP Ware App (You can use these same instructions generally to enter hours on the Interpreter Portal). See our Interpreter App User Guide if you need more-detailed instructions.

1. Use either the “Assigned Today” tab or the “All Assigned” tab to locate your job.
2. Tap on the job to pull up the “Job Detail” screen.
3. Tap the “Add Tasks” button at the bottom.
4. Tap the Green Plus sign to add an interpreting Task.
5. Choose the language.
6. Tap the start and end times to adjust them to accurately reflect the time you started and finished the appointment.
7. If mileage and/or travel time has been approved, you will see them in the “Task” drop-down menu. Tap the Green Plus sign, choose an activity, and enter units for each additional approved activity (ASL state jobs need prior approval with scheduler for mileage and travel time).
8. Enter your own invoice number in the “Notes” field or any other information you want to communicate with LUNA’s billing analysts. This is where you record any problems or feedback you have about this job or about using the app/portal.
9. Get client representative’s signature (see next question for both sign in and sign out):

• Show the client your start and end times for approval
• Tap “Sign Off”
• Tap the “Client Name” field to bring up phone keyboard
• Have them type in their name
• Using a finger or stylus pen, have the client sign in the signature box; make sure they enter both their typed name and their signature
• Tap the green checkmark when they are satisfied with their signature. Your invoice hours have been submitted!

Note: In order to sync your hours to LUNA’s system to get credit for this job, the job must be signed off. Whenever possible, please obtain a signature. However, if there is no client representative present, please call LUNA to proceed and make note in “Client Name” field.

 

Q: How do I enter the exact times that I started and finished interpreting? Do I even need to do this? If I do change them, will I still be paid the minimum or the scheduled time?

A: Adding invoice times:

1. Tap “Add Tasks” on the “Job Detail” screen
2. Tap the Green Plus sign
3. Choose “Task Activity” and “Units” from the drop-down
4. Change “Start” and “End” times by tapping scheduled times. A time-adjuster will then pop up allowing you to scroll up or down to change default “Scheduled Times” to “Actual times.” Both “Start” and “End” times can be adjusted. This is your legal record of the exact start and end times of your interpreting appointment.
5. Tap the “Green Plus” sign to add additional tasks
6. Tap the “Red Minus” sign to remove tasks

Your actual start and end times are extremely important for all parties concerned: you, the client, and LUNA. When you enter your exact times of interpreting in the app’s “Start” and “End” fields and have those times verified by the client representative’s signature, you are protecting yourself and the client as well as LUNA from disputed and legal complaints. Keeping precise track will also ensure that you are paid correctly and quickly, particularly if you have been asked to interpret longer than scheduled.

We have not changed our payment policies. Even if your entered exact times differ from scheduled times, you still will be paid for your minimum time, the scheduled time, or your extended interpreter time allowed for this appointment.

 

Q: Do I need to get a signature for all appointments?

A: Yes, even from those clients who did not previously require signatures. When you enter your exact times of interpreting in the app’s “Start” and “End” fields and have those times verified by the client representative’s signature, you are protecting yourself and the client as well as LUNA from disputed and legal complaints. It is also a courtesy that adds value and professionalism to your interpreting work. If you are for some reason unable to obtain a signature, record your reason in the “Visit Notes” section of the “Task” screen to be reviewed later by our billing analysts.

 

Q: How do I obtain a signature?

A: To obtain a signature and save your invoice, tap the “Current Job” on either the “Assigned Today” or the “All Assigned” tabs to bring up job detail. Tap the “Add Tasks” button at the bottom along with the Green Plus sign to add activity (type of interpreting, mileage, travel, etc.), exact start and end times, and any notes that you want to communicate with our billing analysts about this job.

At this point, you are ready to start the sign off process:

1. Show time in and out to client
2. Tap “Sign Off”
3. Tap “Client Name” box to bring up keyboard
4. Client types in name
5. Client signs with stylus or finger (Red “X” to redo)
6. Client taps green check mark when satisfied

Time of signature will be recorded for this invoice. You will then see a green check mark by this job’s listing. Your digital invoice is complete and submitted to LUNA.

 

Q: I noticed there is only one signature box. What if my client wants to sign in as well as sign out?

A: Procedure for sign in as well as sign out:

• Tap “Add Tasks” on “Job Detail” screen upon arrival
• Tap the Green Plus sign to add your interpreting task (ASL, Spanish, Foreign, etc.)
• Adjust “Time Start” if needed
• Tap “Sign Off”
• Tap “Client Name” field to bring up keyboard, and hand over your phone
• Have the representative type their name and Sign In time.
• Tap the back arrow (top left)—NOT the check mark (because you are not done interpreting)—to return to “Job Detail” Screen

Now the system has recorded your Time in. When your job is complete and you need to sign off again, the representative can type in their name by the Sign In name, sign off on the job and hit the green check mark . All activity is time-stamped.

 

Q: How do I know I’ve submitted my hours for a job?

A: After you have signed off on the job, you should see a green check mark beside the job on your “Assigned Today” or “All Assigned” screen. This job is now a closed job. Your app cannot access the details of closed jobs and the next sync will remove this job from your app. However, you can view all of your closed jobs in the desktop portal at any time, as well as enter additional tasks to closed jobs, like approved mileage or travel time to your next job or back to home. If you have any questions about a previously closed job, feel free to send us an email or give us a call. Our LUNA staff can view all of your information from our admin systems.

 

Q: Is this all that is required to submit an invoice to LUNA?

A: Yes. We have provided the “Notes” field for you to record your invoice number for your own personal records. In the Interpreter Portal, you can view these notes for any job, even notes for closed jobs.

 

Q: I entered my tasks and signed off on the job and saw a green check mark by the listing, but now I don’t see that job anymore on my app. Where did it go?

A: A job that has been successfully signed off is now a closed job. After you have signed off on the job, you should see a green check mark beside that job on your “Assigned Today” or “All Assigned” screen. It is now closed. Your app cannot access the details of closed jobs and the next sync to our Atrium database will remove this job from your app listing. However, you can view all of your closed jobs in the desktop portal at any time, as well as enter additional tasks to closed jobs, like approved mileage or travel time to your next job or back to home. If you have any questions about a previously closed job, feel free to send us an email or give us call. Our LUNA staff can view all of your information from our admin systems.

 

Q: A job disappeared from my assignment list. What happened? Can I refresh my listing to get the most current job information?

A: Our schedulers and coordinators are working hard to keep your assignment information accurate and current. Sometimes changes are made with your job records that remove a job from your current listing. Your app periodically refreshes your data automatically, but if you want to immediately sync your phone manually, you can. To refresh your app, pull down your job listing and you will see it sync. Any jobs you have closed by entering your encounter information will be removed from your listing, and your app will be synced with the most current job information in our database. Do not hesitate to call if you feel your assignment information is incorrect.

 

Q: Why do I see “0 Jobs” in all my tabs?

If you are up-to-date with entering all of your hours and you have no future assignments, the “0 Jobs” is displaying correctly. However, if you know you have future assignments or you have jobs that are still open (need to be signed off), this is usually caused by a system connectivity issue. Check your data connection, close out of the app, and try launching the app again. If you are still having difficulties, give us a call.

 

Q: What do I do if my app is frozen?

A: This is usually caused by a system connectivity issue. Check your data connection, close out of the app, and try launching the app again. If you are still having difficulties, give us a call.

 

Q: Why is there a “!” instead of a green check mark by my signed off job?

A: This is caused when the app is unable to sync with LUNA’s system during the sign-off process. Check data connection and then go back to tasks to try again. If the same problem occurs and/or you do not have data access, make a note for our billing analysts in the “Notes” field. Later, when you have a good connection, you will still have the client representative’s name in the name field for our records, and you can tap the green check mark to finish sign off.

 

Q: Why was my deposit different from what was in my payments tab?

A: You might have some reimbursements or training fees associated with the time period of this paycheck. Send us an email or give us a call if you need further explanation.

 

Q: What if I have more questions?

A: Browse our library of interpreter resources here. We have several helpful user guides and instructional videos. Feel free to email, or call 317-268-5420 with your questions or problems, and we will happily respond within one business day or less.

 

Q: I love the app! It’s easy and quick to use. No more paper! I have all the information and functionality I need right in the palm of my hand!

A: Well, this isn’t a question, but we’ll give an answer anyway:
We’d love to hear from you! Send us an email or give us a call. We are constantly working to make interpreting with LUNA better and better. We think this app is a great new addition to the LUNA experience. Enjoy!