In this issue

• Sign language registration
• Spoken language registration
• Data dashboards
• Reminders!

Resources for providers and interpreters

SPOKEN LANGUAGE PROVIDER FAQs

When can I request a specific interpreter?

Specific interpreters can only be requested when medically necessary.

For more detailed information, please visit Universal’s Provider FAQ.

When will I know if my request has been filled?

When submitting an interpreter request, you may choose to receive automated notifications of status changes. You can also view the live status of your request anytime on your online scheduling platform.

For more information, visit Universal’s Customer Platform User Guide.

SIGN LANGUAGE PROVIDER FAQs

What contractor can I choose?

You are required to select 3 contractors from the drop down contractor field on the ODHH online request form.

SPOKEN LANGUAGE INTERPRETERS FAQs

When must I send a secure email?

When sending client information via email, such as job invoices, to Universal or HCA, you must ensure the email is secure.

Client information sent via unsecure email is subject to a HIPAA violation and could result in a portal suspension.

What does Awaiting Time Verification status mean?

This means you have disputed the times and Universal is waiting up to 30 business days for the requester to respond.

How can I upload an expense?

You must attach the expense to the job before you submit your invoice or approve your times online.

Additional information can be found on Universal’s Interpreter FAQ webpage.

SIGN LANGUAGE INTERPRETERS FAQs

How do I register as a sign language interpreter?

Visit the ODHH webpage.

FOR INTERPRETERS: RESOURCES

National Standards on Culturally and Linguistically Appropriate Services (CLAS)

Registry of Interpreters for the Deaf, Inc.

Interpreter services@HCA

HCA's quarterly interpreter services (IS) newsletter

Interpreter service overview:

The HCA Interpreter Services Program offers Medicaid enrolled providers access to spoken language and sign language interpreters for their Medicaid enrolled clients. Spoken language interpreting is provided through two contracts, one for in-person interpreting and one for over-the-phone and video remote interpreting. Sign language interpreting is available through the State’s Master Contracts and include in-person and remote based interpreting. These contracts are available to assist Medicaid providers in meeting the Title VI of the Civil Rights Act of 1964 and Americans with Disabilities Act federal requirements.

This program is available to any Medicaid enrolled provider. To enroll as a Medicaid provider, visit the HCA Interpreter Service website.

Sign language registration

Provider: To register to use the sign language in-person and remote Master contracts, providers must create an online account with the DSHS Office of Deaf and Hard of Hearing (ODHH). To create the account, follow the blue “create an account” link on the online request form. Interpreter: To register to provide interpreting services for the sign language in-person and remote Master Contracts, interpreters must register or renew registration with the correct online registration form.

Spoken language registration

In order to request an interpreter, you must register with each contract that you wish to use. Provider: To register to use the spoken language in-person or over-the-phone and video remote interpreting contracts, providers can enroll through the HCAUniversal website or contact UniversalLanguage at accounts@ulsonline.net. Language access provider: To register to provide spoken language interpreting services for the in-person or over-the-phone and video remote interpreting contracts, LAPs can register through the HCAUniversal website or email UniversalLanguage at interpreter@ulsonline.net.

Data dashboards

The HCA publishes two data dashboards to provide utilization data for spoken language and sign language interpreting provided through the Interpreter Services Program. The dashboards can be viewed using Spectrum which improves visual accessibility. Spectrum, allows you to view the dashboards based on a variety of color deficiency types including protanopia (red color deficiency), deuteranopia (green), tritanopia (blue), and achromatopsia. More information is available on our website.

Spoken language data dashboard

The spoken language data dashboard provides data information for HCA, DSHS, and DCYF on medical and social service in-person appointments only. HCA is working to incorporate OPI/VRI data, and more information will be provided soon. HCA receives the data from the coordinating entity, Universal Language Service. The data is updated monthly and can be filtered for the most current 12-month span. HCA and its partners use the data to maintain contract compliance, make program updates, provide information for DSHS Language Testing and Certification, and to increase language accessibility.

Spoken Language Dashboard

Sign language dashboard

HCA designed the sign language dashboard to track, identify and report metrics for Apple Health sign language interpreter requests using the data from the ODHH request form. By tracking the volume of requests received, filled, canceled and un-filled, HCA can continue to improve access to sign language services.

The dashboard is updated monthly via data reports provided by ODHH. The information provided tracks and reports the metrics of HCA Apple Health Medicaid sign language interpreter requests. HCA in partnership with ODHH continue to use this data for program improvements and utilization.

Sign Language Dashboard

Reminders!

Provider reminders

Spoken language

Medicaid Providers should never have direct access to language access providers (LAP) and should not be requesting a LAP to contact the client directly.  This is not a covered service through the HCA contractor, Universal Language Service.  You should connect with the Universal Language Service phone lines from your pre-scheduled phone visit. This ensures your connection is secure and confidential and covered under the current contract.

Sign language

You may request a specific interpreter on the behalf of your client. To request a specific interpreter, please fill out the Preferred Sign Language Interpreter List Form.

*It is important to request a sign language interpreter as far in advanced as possible. The DES sign language master contractors may not be able to fill last minute requests.

Interpreter reminders

Spoken language interpreters / language access providers

LAPs and providers should never have direct communication through an unsecure line.  All phone connections should be completed through the pre-scheduled phone appointment as scheduled on the portal.  LAPs should not be making direct calls to clients for the provider as this is not a covered service under the current contract.  Should a provider request you leave a message or contact a client directly, it is ok to let them know you are unable to do that.

Sign Language Contractor / Interpreter

HCA has published a contractor manual to assist in technical assistance and direct data entry for PAs and claims. The manual will assist you in your day-to-day responsibilities and assist in using ProviderOne.