If one of our members requires language assistance, you can use our telephone Language Line free of charge. This line is intended for providers who do not have access to interpretation services and need to interact with our members who have limited English language proficiency.
How to access an interpreter:
- Call the Language Line at 844-526-1386.
- You'll be prompted to indicate your language need:
- Press 1 for Spanish. This will directly connect you to a Spanish- speaking interpreter.
- Press 6 for all other languages. This will prompt you to indicate which language you need interpretation services.
- After confirming your language need, you'll be connected to an interpreter.
- The interpreter will share their name and ID number at the beginning of the call. They will also ask you for:
- Your name and/or the name of the provider performing the service.
- The clinic or facility name where the service is being provided.
- The member’s name or their member ID number
- You'll also brief the interpreter on any special communication instructions or needs.
- The interpreter will also ask if this is an in-person call (the member is with you) or if a third-party call is needed (to connect you and the interpreter to the member who is at another location). If a third-party call is required, the interpreter will ask for the member’s telephone number and initiate a three-way call.
Working with an interpreter
- Note the interpreter’s name and ID number provided at the beginning of the call for future reference.
- Once engaged with the member, speak directly to that individual, not to the interpreter.
- Pause at the end of a complete thought to allow time for the interpreter to convey the information to the member. To ensure accuracy, your interpreter may ask you for clarification or repetition to ensure accurate interpretation.
Using phone interpreting equipment
If you have phone interpreting equipment for in-person calls, use one handset to call into the Language Line. Once connected, give the second handset to the member.
Customer service
If you wish to provide feedback on your Language Line experience, email Provider Network Services. Along with your feedback, include your name, company/organization name, date/time of your call, interpreter’s name and ID number, and the member’s ID number.
