Programs & services

If you are displaced or affected by wildfire, all Washington Apple Health and PEBB/SEBB medical plans are allowing prescription refills before the refill date.
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Interpreter services (providers)

Providers are required to ensure spoken and sign language access according to Title VI of the Civil Rights Act of 1964 and the Americans with Disabilities Act (ADA). The Health Care Authority's (HCA) interpreter services (IS) supports you in your efforts by offering spoken interpreter services for Medicaid-covered and Department of Social and Health Services (DSHS) social service appointments.

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

Spoken language: temporary changes during COVID-19

During the state of emergency HCA will continue to offer over-the-phone (OPI) interpreters through Universal Language. This is the preferred method of interpretation and providers are encouraged to request OPI whenever possible. Video remote interpretering (VRI) is not available through HCA's contract with Universal Language, however providers can use their own video based technology and in-person interpreters can participate remotely.

Sign language (SL) request process

HCA and the Office of the Deaf and Hard of Hearing (ODHH) have created a new process for requesting Sign Language (SL) interpreters for Apple Health (Medicaid) enrolled clients.  

Visit the Sign language interpreter contract transition webpage for more details. 

What you need to know

As a provider, you are required to provide interpretive services to any Apple Health Medicaid client that:

  • Experiences trouble speaking or understanding English.
  • Is Deaf, DeafBlind, or Hard of Hearing.
  • Has a ProviderOne services card.

Getting ready to request interpreters through Universal

You must register as a new requester with Universal in order for HCA to pay for interpreters for your clients attending Medicaid or DSHS/DCYF social service appointments. 

Behavioral health information

Behavioral health is now available in all regions to coordinate physical health, mental health, and substance use disorder treatment services to help provide whole-person care under one health plan. 

For additional information on these changes for providers:

In order to be eligible as a Medical or social service interpreter you must be DSHS certified, authorized, or a recognized interpreter. For spoken language, DSHS's Language Testing and Certification (LTC) Program is the certifying authority. 

Once you have completed the certification, authorization, or recognized process contact Universal Language Service at interpreter@ulsonline.net to register to accept medical and social services appointments.

Language Testing and Certification (LTC) Program

Per WAC 388-03-160, spoken language interpreters must maintain their certification or authorization status by submitting all of the necessary requirements to the LTC Program by March 30.  If you missed the  deadline refer to the DSHS-LTC  Website for more information about temporary credential reinstatement.

Getting ready to accept HCA jobs through Universal 

You must register as a new interpreter/translator with Universal to continue receiving jobs for Medicaid medical and DSHS and the Division of Children, Youth, and Families (DCYF) social service appointments. 

HCA Incident Resolution Process 

In 2014, the Washington Federation of State Employees (WFSE) for Language Access Providers (LAP), the Health Care Authority (HCA), and the then contracted coordinating entity partnered to develop the Incident Resolution Process (IRP) in an effort to ensure high quality language access services to the citizens of Washington State and assure effective management and stewardship of state and federal resources. 

Interpreters are required to read and sign this document and return to the current contractor, Universal Language Services at interpreter@ulsonline.net, prior to accepting any appointments.

 

In order for HCA to pay for interpreter services, the following criteria must be met:

  • The client is an eligible Washington Apple Health (Medicaid) client.
  • Services are an eligible Washington Apple Health (Medicaid) medical benefit.
  • The health care provider must be an HCA Medicaid enrolled provider.
  • The request must be made by a DSHS or DCYF authorized staff.
  • Services are authorized and provided under the HCA contractor.

HCA will NOT pay for interpreter services when:

  • The interpreter is a member of the family.
  • Inpatient hospital services.
  • Nursing facility services.
  • Administrative services:
    • Answering or responding to general phone inquiries.
    • Scheduling appointments.
    • Making reminder calls.
    • Filing.
    • Copying.
    • Cleaning.
    • Miscellaneous tasks.

Interpreters provided through HCA's contractor are required to provide services within the scope of practice as defined by the interpreter Code of Professional Conduct. Providers may not ask them to perform non language related tasks.

In-person interpreting

In-person interpreting is most appropriate for complex, sensitive and life-threatening situations.

  • Sharing bad news / worsening health conditions
  • Family conferences
  • Speech therapy / neuropsychological testing
  • Conscious sedation procedures
  • Hands-on teaching or demonstrations
  • Delicate or complex cultural brokering
  • Medically necessary for specific interpreter request

Family member appointment

When the authorized requester schedules two or more consecutive appointments to see multiple family members with the same interpreter.

Block time appointment

When the Department of Social and Health Service (DSHS) schedule an on-site appointment at a DSHS Economic Services Administration Office (ESA) or Department of Children, Youth and Families (DCYF) office. These appointments are for a specific amount of time rather than for a specific patient or client.

Providers: The new process for requesting sign language interpreters is available.​ All requests for sign language interpreters are processed through ProviderOne. ​

What does this mean for me? 

You will submit your requests using the ProviderOne portal.

  • Submit your request using the "On Line Prior Authorization Submission" process​​ in Provider One.
    • Select the Organizational Unit type: 530-PA Sign Language
  • Attach a completed DSHS Request for Sign Language Interpreter form​ (DSHS 17-123A). This is required.

View the Prior authorization webpage for more information about:

  • How to submit a prior authorization request
  • How to check the status of an authorization

Interpreters: All assignments for Medicaid clients will be managed through the existing “state contract” that is managed by the DSHS Office of Deaf and Hard of Hearing. However, payments are processed differently, they are paid through ProviderOne.

You will receive assignments in the same fashion you do now. The current DSHS Request for Sign Language Interpreter form will be used. Once you accept the assignment, the healthcare provider will be notified and you will attend the appointment and complete the job.

You will receive payment differently. To receive payment for Medicaid assignments, you must enroll with ProviderOne and be able to submit your bill using the ProviderOne portal. Payments are issued every Friday and are automatically deposited into your bank account. For more information view the ProviderOne application training.

Resources

Program updates

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

Past notifications are available to view through our RSS feed.

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Report suspected Medicaid fraud

Call 1-800-562-6906 or send us an email at HotTips@hca.wa.gov

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Contact

For any questions regarding interpreter services or the content on this page:

Email: interpretersvcs@hca.wa.gov