Spoken language interpreters

Overview

HCA uses spoken language interpreter services contracts that include 3 options:

• In-person
• Over the phone
• Video remote interpreter services

All services provided under these contracts must be performed by a language access provider (LAP) and must be requested by an authorized requester through UniversalLanguage Service as a pre-scheduled medical appointment. See the FAQ for more information.

Provider overview

Providers must register as an authorized requester with UniversalLanguage Service for HCA to pay for pre-scheduled interpreter services medical appointments for your Apple Health clients. See the FAQ for more information.

Language access provider overview

To become a language access provider (LAP) through UniversalLanguage Service, you must be certified, authorized, or registered with the Department of Social and Human Services (DSHS) Language Testing and Certification (LTC) program. See the FAQ for more information.

Frequently asked questions (FAQs)

For providers

How do I know if I am eligible to request an interpreter through UniversalLanguage Service?

To be eligible for HCA interpreter services through UniversalLanguage Service, you must have a National Provider Identification (NPI) and be registered with HCA as an Apple Health (Medicaid)-enrolled health care provider.

If you are a Health Home care coordinator who needs an NPI to request interpreter services, speak with your care coordination organization (CCO) to determine which NPI is appropriate for your use.

How do I register with UniversalLanguage Service?

To be an authorized requester with UniversalLanguage you must register with Universal Language Service. Once you are registered, UniversalLanguage will provide you the login information and requester guide to help you navigate the scheduling portal for requesting interpreter services.

How do I request a language access provider (LAP)?

Once registered, you will have access to the UniversalLanguage software scheduling portal. On the portal you will enter the information regarding the Apple Health client, scheduled appointment date and time of service, and be able to request interpreter services for a specific appointment, series of appointments, or family member appointment.

How do I know if the LAP is qualified?

HCA requires UniversalLanguage Service to contract with DSHS certified, authorized, or registered LAPs for all Apple Health appointments.

How do I know if my client is eligible?

View the Interpreter Services Billing Guide for eligibility requirements.

Enter the client ID and information through the UniversalLanguage Service portal. UniversalLanguage will do an eligibility check and notify you if the client is not eligible.

How do I know if my services are covered?

View the Interpreter Services Billing Guide.

Client eligibility is determined when scheduling an interpreter. UniversalLanguage will identify the client's benefit service package and eligibility. If the client is ineligible for services, UniversalLanguage will notify you. 

How do I get reimbursed for behavioral health appointments?

Only certain behavioral health services are eligible for reimbursement. You must first request a LAP through UniversalLanguage. If they are unable to provide a LAP, you may obtain an interpreter through another interpreter services company and request reimbursement through UniversalLanguage.

If no interpreter has been assigned and you choose to cancel the request through UniversalLanguage and obtain your own interpreter, you must submit an HCA reimbursement voucher form to UniversalLanguage. 

Email HCA ISP with questions.

HCA will only reimburse up to the Collective Bargaining agreement (CBA) per the contract with UniversalLanguage. You are required to pay any additional fees incurred, including parking, ferry, and travel fees.

Do I have to use UniversalLanguage Service?

If you use a private contractor or a different agency contract, HCA will not reimburse you for these services unless you have followed the guidelines for certain behavioral health services.

Can I request a specific interpreter?

Yes, HCA has a Specific Interpreter Policy that health care providers must follow. Misuse of requests for specific interpreters may result in a health care provider's inability to request a specific interpreter in the future. 

Providers should only request a specific interpreter if an appointment is deemed medically necessary. View the Specific Interpreter Policy for more information.

How do I provide feedback about a language access provider?

Fill out the incident resolution form to provide feedback about an interpreter.

For language access providers (LAP)

Who is UniversalLanguage Service?

UniversalLanguage Service provides online scheduling for interpreter services for Apple Health clients.

How do I get my certification?

Per WAC 388-03-1960, spoken language interpreters must be certified, authorized, or registered with the DSHS Language Testing and Certification (LTC). For more information about medical and social service certification see the DSHS LTC requirements.

How do I become a LAP/interpreter?

Once you have completed the certification, authorization, or recognition process through DSHS LTC, contact UniversalLanguage to register to accept medical and social services appointments through HCA. You will be required to complete all HCA contract requirements through UniversalLanguage to begin servicing jobs.

See the UniversalLanguage website for more information.

What is the Collective Bargaining Agreement (CBA)?

In 2011, the Collective Bargaining Agreement (CBA) was established between spoken language access (LAP) interpreters and the Governor of Washington to ensure equal access to pay, professional development, union management meetings, and grievances.

Spoken language contracts and modalities

Spoken language interpreter service contracts

HCA Interpreter Services Program uses UniversalLanguage for scheduling HCA spoken language contracts:

• K2474 in-person interpreter (IPI) services contract
• K4724 over the phone (OPI) and video-remote interpreting (VRI) services contract

Definitions

Modality

A modality is a mode of interpreter service delivery used to communicate with an individual with limited English proficiency (LEP) according to their needs.

IPI services

In-person interpreting (IPI) services are completed through the physical presence of a certified interpreter, patient, and provider during an appointment.

OPI services

Over-the-phone interpreting (OPI) or telephonic interpreting services is a mode of interpreting that uses landline, cell phone, or web-based communications when one or more individuals are not physically present during an appointment.

VRI services

Video remote interpreting (VRI) services are HIPAA-compliant video telecommunication services hosted by UniversalLanguage. VRI services use computers with web cameras or cell phones with video capabilities. This mode of interpreting happens when one or all parties are working remotely.

Can I schedule an on-demand IPI, OPI, or VRI appointment?

No. Appointments requiring IPI, OPI, or VRI must be pre-scheduled.

If I already use the HCA contract with UniversalLanguage for in-person appointments, do I need to register again?

Yes, this contract is new and separate from the in-person contract with UniversalLanguage and has different requirements. 

Can I change an IPI appointment to an OPI or VRI appointment?

No, you cannot change an appointment once it has been scheduled. You will need to cancel the appointment and reschedule for a different type of service.

Can I change the date and time of appointments?

No, you cannot change an appointment once it has been scheduled. You will need to cancel the appointment and create a new appointment request.

How much notice do we need to give for making an OPI-VRI request, as well as canceling one?

It is recommended that you provide more than a 24-hour notice to request an appointment. The more time provided allows LAPs to review and accept the jobs. It is best to cancel as soon as possible and more than 24 hours from the start time of the appointment.

Will providers be required to provide their own hardware for using OPI or VRI services?

Yes, providers must have the hardware to use OPI and VRI that meet the minimum technical requirements. 

Resources

• Interpreter services billing guide
• Interpreter services data dashboard
• Interpreter services contract K2474
• Interpreter services contract K4724 OPI-VRI
• Interpreter services for Apple Health clients
• Interpreter service overview
• IS provider check in-out policy
• IS specific interpreter request policy
• Spoken language reimbursement guide

Program updates

Interpreter services sends updates via our email communications tool, GovDelivery.

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