Spoken language interpreters

Providers are responsible for ensuring appropriate language access for their clients as required by Title VI of the Civil Rights Act of 1964 and the Americans with Disabilities Act (ADA). The Health Care Authority’s (HCA) Interpreter Services Program (ISP) offers spoken language interpreter services for Apple Health (Medicaid) clients.

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Spoken language interpreter services contract

For updates about the new spoken language interpreter services contract, visit the HCA Announcements page.

Questions or complaints?

For language access or ADA questions, or to file a complaint, visit our nondiscrimination webpage.

HCA contracts with Universal Language Service (UniversalLanguage) to provide spoken language interpretation services for Apple Health through the ISP. UniversalLanguage manages requests, scheduling, billing, and technical assistance.

If you are an Apple Health client, visit Interpreter services for clients.

Interpretation appointments

Three modes of interpreting are available for spoken languages:

  • In person interpreting (OPI)
  • Over the phone interpreting (VRI)
  • Video remote interpreting (VRI)

These modes are available for individual and linked family member appointments.

How providers request a spoken language interpreter

Apple Health enrolled providers must register with UniversalLanguage to request an interpreter. Once registered, UniversalLanguage provides:

  • Your login information
  • The Customer User Guide, which includes information about how to:
    • Submit requests
    • Select a specific interpreter
    • Make changes or cancel requests
    • Submit feedback
    • Manage appointment schedules
    • Utilize other features of the scheduling platform

See Resources for Requestors for training webinars, guides, and FAQs.

Cancel an interpreter request

Cancel interpreter requests via the UniversalLanguage platform as soon as you know an appointment is no longer needed.

Important: HCA is required to pay interpreters for any request that is canceled with less than 24-hours notice, per the collective bargaining agreement (CBA).

Provider reimbursement for behavioral health interpreter expenses

To support continuity of care, Apple Health providers may receive reimbursement for interpreter expenses related to behavioral health appointments under certain conditions. Behavioral health includes mental health and SUD services.

Reimbursement requirements

Providers may request reimbursement for behavioral health appointments when:

  • The interpreter request was submitted through UniversalLanguage.
  • No interpreter was available.
  • The provider may cancel the request and obtain and pay for their own interpreter.
  • A reimbursement request is submitted through UniversalLanguage.

See the Spoken language reimbursement FAQ and Spoken language reimbursement slides for more information.

Language access providers

Spoken language interpreters for Apple Health clients are called language access providers (LAP). LAPs are independent contractors, not employees of a broker or a language access agency. LAPs are protected by a public employee’s collective bargaining agreement (CBA). HCA must comply with the CBA when providing interpreter services for Apple Health clients.

How to provide interpretation services for Apple Health

Interpreters interested in providing services through ISP should:

Interpreter qualifications

Interpreters working through HCA’s ISP must:

  • Be qualified, certified, authorized, or recognized by DSHS LTC.
  • Register with UniversalLanguage.
  • Meet the minimum requirements described in Contract K8552, including:
    • Health Insurance Portability and Accountability Act (HIPAA) compliance
    • Health requirements
    • Annual background checks
    • Compliance with HCA’s Incident Resolution Process and the DSHS LTC code of professional conduct
    • Annual training and attestation

See the list of credentialed interpreters on the LTC Gateway.

Incident resolution process

UniversalLanguage manages feedback about LAPs. Use the online incident resolution form is to submit feedback about an LAP.

Resources

Contact

Email: HCA interpreter services

Related links