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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.
On this page
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.
Eligible Apple Health appointments
Interpreter services must be prescheduled for eligible Apple Health appointments, including:
- Physical health:
- Medical
- Dental
- Vision
- Behavioral health:
- Substance use disorder (SUD)
- Mental health
Interpreter appointment requests must be submitted in advance through the UniversalLanguage scheduling portal. On demand requests are not available, however, last-minute interpreter requests can be submitted.
View the Interpreter Services Billing Guide for information about appointment types, detailed coverage, and eligibility requirements.
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. Reimbursement is available only for behavioral health and substance use disorder (SUD) appointments when UniversalLanguage is unable to provide an interpreter.
- How behavioral health reimbursement works
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Requirements for reimbursement
- You must request an interpreter through the UniversalLanguage platform.
- If they are unable to fill the request, you must cancel the job in the UniversalLanguage portal using the correct reason code such as "Interpreter not found in time".
- Once the request is canceled in the portal, your office may secure an interpreter through another agency.
See the Spoken language reimbursement FAQ and Spoken language reimbursement slides for more information.
Rules for spoken language reimbursement
- The 90-Day Rule: All reimbursement claims must be submitted within 90 days of the date of service.
- Rate caps: Reimbursement is limited to the current collective bargaining agreement (CBA) rates. If the interpreter you secure independently charges a higher rate, your office is responsible for the difference.
How to request spoken language reimbursement
- Submit an HCA reimbursement voucher form and supporting documents with proof of payment and claim.
- Request reimbursement through Universal Billing.
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
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Interpreters interested in providing services through ISP should:
- Be credentialed by the Department of Social and Health Services (DSHS) Language Testing and Certification Program (LTC).
- Contact UniversalLanguage and enter a subcontract.
- Interpreter qualifications
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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
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UniversalLanguage manages feedback about LAPs. Use the online incident resolution form is to submit feedback about an LAP.
Resources
Contact
Email: HCA interpreter services